Every organization views Customer Service as a critical function for their business.  It has a significant impact on your Voice of the Customer (VOC).  Customer service is on the front line of interfacing with the customer, but it isn’t the only function that interfaces with your customers.  Finance, Shipping, Sales and Marketing also play an important role in customer service.  The Customer Service group acts  …Read More

• Consultants are too expensive; especially the top tier consulting firms and they don’t get real, measureable value
• Every professional who is unemployed or underemployed is a consultant until their next job and they don’t have the appropriate bandwidth; but they are cheap
• Finding a consultant or consulting firm who is a cultural fit with the organization
• Finding a consulting firm who has all the functional resources required for an entire project.
• When to admit that we really can’t solve the problem ourselves

It doesn’t matter what size your company is or what industry you are in. Every company is challenged with delivering a Known Good Product or Service  Let’s face it, companies are only about offering products and services. When working with clients, I often ask their definition of a Known Good Product and am usually surprised by their inability to give me a good answer. They often say that it is a function of cost or quality or customer satisfaction or profitability, but I typically never hear them say …Read More

I was recently working with a division of a $1B company who was having problems with the introduction of a highly engineered product in a foreign country. They were struggling with manufacturing a complex component in a new product that was introducing a disruptive technology.

They recognized that this new product introduction was complex and that successfully introducing this product was the basis for their Market Effectiveness. They knew that that new product introduction programs typically generate their highest sales and profit margins in the fist 12 months after implementation. Disruptive product programs that are poorly implemented …Read More

Are Customers happy with the way you handle their complaints? Are you?

We all know that complaints handled well can open a portal to new opportunities. Back in 2008, customers were telling the company I worked for that we were not so good at handling customer complaints. None of us were surprised… we were frustrated ourselves with our mish-mash of process and tools and the impact of the poor quality …Read More

The concept of the Total Cost of Ownership (TCO) is not new and for many not a bit exciting. But, it is a critical part of the acquisition process and has been successfully used for the analysis of Information Technology and government procured products for many years. It is a mainstay of the Federal Acquisition Regulations (FAR). Yet, the concept of the Total Cost of Ownership hasn’t been universally adopted by middle market manufacturing and distribution companies as part of their standard Supply Chain Management Solutions. Middle market companies …Read More

Many have long considered Continuous Improvement activities mostly relevant to manufacturing and related operational functions.

However, continuing competitiveness and growth in market share is built upon a steady, progressive march forward in all areas of a business. And since a company’s Market Effectiveness activities and functions (shown below) are the most market-oriented and customer-intimate parts of a business, effective Continuous Improvement efforts are …Read More

The Group50^® series on Anti-Strategy, characterizes situations wherein talented, driven and well-intentioned employees unintentionally act against their company’s best interests. Anti-Strategy often occurs when strategy is unclear or information is lacking. Is there another cause that feeds Anti-Strategy? Is it possible, to have Anti-Strategy designed into the company’s own processes or policies? Absolutely! Let’s consider how this can happen in sales compensation systems.

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