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Episode 55 - Tripp Babbitt

  • Broadcast in Management
Customer Experience

Customer Experience


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Tripp Babbitt is President of Bryce Harrison Inc. (aka Vanguard USA) and works with public and private service businesses.  He is an international speaker and columnist for IQPC and Quality Digest where he writes about the problems with management fads (TQM, Lean and Six Sigma), barriers to good customer service and the damage of industrialized, mass production service designs that increase costs.

A proponent of W. Edwards Deming, Mr. Babbitt is a former president of the Indy Quality Productivity and Involvement Council at one time the largest Deming User’s Group.  In recent years he discovered the work of John Seddon (author of Freedom from Command and Control and Systems Thinking in the Public Sector) where he found a better way to make the work . . . work by using the Vanguard Method. 

The Vanguard Method is a method of changing thinking about the design and management of work in service organizations.  This method requires working with management and workers by using interventions to change thinking and achieve unprecedented organizational improvement.  International clients have said that using the Vanguard Method is the most important change in thinking they have ever experienced in their working lives.