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| September 2011 |
Dear Leona: Dear Leeona: We have more work than we can do. We absolutely aren't getting more head count. So improvement is our only way out of this chaos. My team gets together to brainstorm and we talk about the same things over and over. Do you have any suggestions to fight our way through this as a team?
Dear Bank: I applaud your reality and team-based leadership. I suspect your people do also. Sounds like you need new ideas. One source is our "Think Differently" approach. We find that new ideas come from seeing the work differently. After people leave our half day "Think Differently" training as part of their process improvement initiative, they immediately see opportunities. One "Think Differently" student said, "I walked out and I immediately saw Muda all the way back to my desk. Muda, muda, muda!" Muda is a Lean Operations term for waste – or opportunities for improvement. This student now saw the opportunities and had the skills to harvest them. To take that next step to move from chaos to results, please give me a call at 651-330-7076 to talk about helping your team see and think differently. Leeona |
Deepen Your Client Relationships and Profits Is it your organization's goal to deepen client relationships to increase profits? What can you do to reach this goal? Here is a great answer – build and implement standard operation's processes that deliver the same strong service with every client interaction. This consistent client experience will build client loyalty to your entire organization. Here's how standard processes work: A standard process is a series of operation's steps that have been designed, tested and implemented to get a specifically identified result every time. To illustrate, a service organization identified the need to set up new accounts with 98% accuracy and within 1.5 days. A Lean operations team created this process, then tested and redesigned it, until it obtained those results. Employees were trained on the standard process's value and given tools to implement. The leader installed controls to ensure the standard process was used. The outcome: Expected results every time that delighted clients. If an operations organization does not have a standard process, employees will do their own best practices. Let's say your best client sends in five new account forms. Each form is processed by a different employee. Below, you can see the level of service that this best client receives in a non-standard process shop vs. a standard process shop.
Which organization would you like your best client to be served by? Are you getting the benefit of a standard process designed and implemented to create the loyalty you need? Contact Lee Kuntz at 651-330-7076 to talk about the results you need to deliver to your clients. About Innovation Process Design For 11 years, Innovation Process Design has been helping organizations successfully create processes that create great customer results. Through our process management consulting services, Innovation helps clients create 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, or other proven redesign tools. Innovation Process Design consultants bring the right tools to get the right results. For more information, visit: www.innovationprocessdesign.com or contact Lee at lee@innovationprocessdesign.com or call 651-330-7076. Privacy Policy By joining this newsletter list, you should understand the following:
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