Customer Focused Continuous Improvement – Beyond Words; Part 2 – Customer Need

We started our discussion on Customer Focus last month with a general discussion about what it means to be ‘customer focused’, and how this term is overused and misunderstood in business.  Everyone claims to be ‘customer focused’, yet customer loyalty is at its lowest point in years, complaints are higher than ever before, and almost…

Customer Focused Continuous Improvement – Beyond Words

Customer Focus – probably the most over-used, misunderstood phrase in business today.  We hear it everywhere… every company is customer focused, every company prides itself on having the highest ratings in customer satisfaction.  More than ever before, companies are spending millions on achieving higher customer ratings.  And yet, Customers are ‘churning’ from one type of…

Healthcare: No End In Sight – Poor Value at Unsustainable Costs

Healthcare: No End In Sight – Poor Value at Unsustainable Costs

Something is seriously wrong… The healthcare industry as a whole in the United States is corrupt, dysfunctional, ineffective, and inefficient.  And regardless of “party affiliation”, everyone appears to share this opinion.  The only real disagreement (and a heated disagreement at that) is what should be done about it, and whether what has been done to…

Setting the Course for Recovery

Accepting the recession landscape has been extraordinarily painful.  The recovery journey will have challenges that must be embraced to create a sustainable business in the new, post recession landscape. How do we establish new operational excellence framework in this unsettled landscape? For the foreseeable future, ERP and Operations Managers will journey through a dynamic business landscape that…

5 Myths Every Business Must Avoid in order to Survive

5 Myths Every Business Must Avoid in order to Survive

Recession Plagued At a recent stockholder’s meeting, the Vice President of Sales for a global manufacturer reported, “The economy has been tough on our industry.  Sales volumes significantly declined and have not nearly returned to pre-recession levels.  The company has laid off employees, cut expenses and, unfortunately, has had to cut price to remain competitive.  Competitors have cut price…