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| September 2009 |
Dear Leona: Dear Leeona: I tried not to yawn. I really did – but it just happened. It was another two hour meeting discussing the same service problem, reaching the same old conclusions. This year our customer service level has remained solidly the same. Yet, we read that our main competitor is curing these same service issues and sprinting ahead. How are they doing it? And why aren’t we? How can we get out of this rut? Obstacles are those frightful things you see when you take your eyes off your goal. Dear RRR: You are right - this is no yawning matter! Your competition is on track to make your service level and your firm obsolete. Changing service delivery is challenging and risky, as over 50% of service reengineering initiatives fail. What is your competition doing? They are generating a wealth of improvement ideas using proven tools, redesign expertise, and employees trained to think differently. Then they are taking the best of these ideas and, again using proven approaches, successfully implementing them. Their leverage of proven redesign tools, redesign expertise through employees training to think differently is the difference. You need all these. If your team gets stuck again, call me. We will help you identify the proven tools to avoid the usual pitfalls your team and others have fallen into. We will help employees think differently. Then we will partner to help you surge ahead of the competition. To submit a question to Leeona click here. All business questions will be answered. |
Welcome to Innovation Process Design. This edition focuses on creating more value for your customers. Called to Deliver More with Less? Are you asked to do more for your customers with less? Does this seem impossible? Here is a tool to consider. Every service organization is on a journey, a journey toward delivering more value to their customers. The company that creates the most value wins, gaining the customer’s loyalty. But many organizations are early in that journey. They focus on just getting the work done, negotiating obstacles, and addressing emergencies. They have little time to study the customer’s needs or design more value. Really successful organizations, like Toyota, identify and cure their own obstacles and errors that create emergencies. Once these really time consuming service items are removed, capacity is freed up. They can now study the customer, design and deliver more that customers values. This journey from focusing on getting through today to delivering greater value to customers looks like the graph below. As an organization removes errors, obstacles, and emergencies, they decrease time spent internally and increase time spent with customers.
These customer-focused organizations delight their customers, creating a competitive advantage tough to compete with. Where is your organization on the journey to deliver customer value? Call Lee Kuntz at 651-330-7076 to get the tools you need to deliver more value to your customers. The New Look Yes, this newsletter has a new look. Leeona is still crisp and the content is still about applying proven redesign tools to create your success. How does the new look hit you? Vote now by clicking here! One lucky random responder will receive a coffee gift card. Also check out the new Innovation Process Design website at http://innovationprocessdesign.com/. About Innovation Process Design For over 9 years, Innovation Process Design has been helping organizations successfully create processes that create great results. Through our process management consulting services, Innovation helps clients create a continuous improvement, cure business pain, cut costs and innovate. Each seasoned, belt-certified Innovation consultant has advanced expertise in Lean Operations, Six Sigma, Malcolm Baldridge and other analytical process tools. Innovation Process Design consultants’ use of these tools delivers about 40% greater client and operations results. For more information, visit: www.innovationprocessdesign.com or contact Lee at lee@innovationprocessdesign.com or call 651-330-7076. Privacy Policy By joining The Troubleshooter newsletter list, you should understand the following:
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