Most companies have trouble extracting the data they have already been collecting (for decades), let alone coming up with ways to even begin tracking more granular data.
Sometimes my customers ask me, how do you actually go about finding the ‘Voice of the Customer’? There is no real easy answer to that question. No magic bullet that will suddenly tell you what all your customers’ wants and needs are. But there are a number of ways you...
We look at averages all the time. This is especially true in business. The average customer call lasts for 5 minutes. The average customer has their query resolved in 24 hours. The average application time is 5 days.
Probably the #1 issue I see when we visit an operation is around what is measured. Even in environments where they have a balanced scorecard, the custom in practice leans heavily in one direction.
When I visit companies and speak to Managers, I commonly hear them complain about poor performers bringing down their overall performance and how they can’t do anything about it.
Does your company actually listen to what your customers are saying? I don’t mean this is some sort of abstract sense, I mean do you really listen to all the things customers tell you and use that information to drive improvement? No…?
Quite often I see Management Consultants and Leadership bloggers talk about employee engagement and how to make things better.
It’s often said that ‘Variation is the enemy of Lean’. In fact, I’m guilty of saying it myself. But it’s not always true. As an organisation, we often don’t take enough time to understand the variation in our business and why it is there.
A friend of mine works in Sales, and he recently handed in his notice as he found a job with a competitor. There is a notice period in his employment contract of 4 weeks. But because he is in sales, the company ALWAYS walks the employees out the door when...