A key element in any improvement or excellence programme is creating clarity within the organisation's processes. This is achieved with Process Mapping, and this article explains how to do it as well as giving some useful tips for ensuring the clarity remains....
Retaining customers is imperative to the marketing and sales strategy of any business. For this to happen, it is necessary to devise and implement a customer strategy that builds, fosters, nurtures and extends relationships with your customers.
Posted: 25 Jun 2009
Tags:
Product / Service Development, Sales, Marketing, Customer Services, Customer Centricity
Doing things efficiently is pointless if they are the wrong things. Here, we interview Keivan Zokaei of the Lean Enterprise Research Centre about how the best organisations, such as Toyota and Tesco, are adaptive to the market's needs whilst maintaining both quality and efficiency within their business processes.
Posted: 22 Jun 2009
Tags:
Lean, Toyota Production System (TPS), Business Services, Research & Development, Automotive & Transport, Strategy & Planning, Systems Thinking, Customer Services, Food, Product Design, Customer Centricity, Consumer Services, Product / Service Development, Operations, Supplier Partnerships
Underpinning every improvement programme there needs to be an effective software system that provides technical capacity, and support. Here we speak to Isaac Newton of Minitab about their statistical software and also the new software they have developed for supporting soft tools: Quality Companion®.
Posted: 17 Jun 2009
Tags:
Product / Service Development, Information Technology, Lean, Six Sigma, Performance Focus
The IBM Global Making Change Work Study examines how organisations can manage change and identifies strategies for improving project outcomes. The report surveyed 1500 practitioners worldwide and identified a clear disparity between expecting change and feeling able to manage it...
Since it's introduction in 2003, Net Promoter Score (NPS) has proved to be a useful tool for measuring customer loyalty. Its usefulness doesn't stop there, however as delegates of this conference found out. It can also be effective in employee engagement, driving improvement and creating strategy.
Posted: 09 Jun 2009
Tags:
Learning Culture, Net Promoter Score, Customer Centricity, Customer Services
