Tag Archive: customers

The Value of Demand Planning

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In supply chain circles there are a lot of exciting concepts to discuss and debate such as: lean, master scheduling, theory of constraints, and many more; however, we have found that our most successful clients start with the customer!
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Big Grocery Chains Ramping Up Pressure on Food Suppliers

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According to the Wall Street Journal the grocery industry is waking up to the importance of on time delivery and customer service as they compete with on-time retailers. Are you paying close attention and finding ways to get ahead?
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Case in Point – The Customer Experience

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Disney understands the customer experience, they go above and beyond to create the “total experience”. What are you doing for your customers?
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Is Apple Moving Design In-House?

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According to a recent article Apple is considering designing chips in house, which will be a dramatic change.
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Keep a Strategic Eye

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The verdict is in – those executives that keep a continual eye on strategy outperform the rest. Certainly, after spending a week in Fiji thinking about strategy, I am focused on the power of keeping a strategic eye at all times.  It is undoubtedly what our most successful clients do. We have learned to keep an eye on what “works” across organization sizes, industry types, and more.  Recently, we were in a final project review meeting with a large, complex organization’s CEO, and he continually kept an eye on strategy. As much as he appreciated the tactical results, the strategic…
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Who Should You Follow?

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In today’s Amazon-impacted marketplace, customers appreciate suppliers and advisers who will go the extra mile to provide that above and beyond service.
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Thanksgiving & Going the Extra Mile

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I recently wrapped up the “holiday” (as they call it here) in New Zealand. Thanksgiving was our last day before heading home. With that said, I’m reminded of the meaning of Thanksgiving because the driver that picked us up from the TransAlpine train station (which is a beautiful ride through the mountains from the west coast to the east cost of New Zealand which also happens to double for the Murder on the Orient Express in the movies we learned today) went over and beyond to ensure we were taken care of and comfortable. The train arrived late so we…
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Getting Out of the Weeds to See the Forest

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Turning Everyday Interactions into Profitable Opportunities I’ve been working with several clients recently who are interested in “getting out of the weeds” so that they can “see the forest”. In a few cases, we’ve talked about strategy and reviewed key information about customers, demand, supply and financials. Although there were benefits to each piece (including being able to make decisions such as in-sourcing/outsourcing, equipment purchases, lease renegotiation, and hiring), it was no comparison to the value of being able to see the BIG PICTURE. Similar to driving to work every day and not remembering how you got there, we are…
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VMI – Do You Need Software?

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Vendor Managed Inventory (VMI) – do you need software? Of course, the answer is “It depends.” A few items to think about to determine if you need software to support a VMI initiative: Are you interested in doing VMI with your suppliers, customers or both?For suppliers, the focus is on the transfer of data. For customers, you’ll need to create orders and transfer data at a minimum. How many suppliers and/or customers and customer locations do you plan to pursue with VMI? If there are few, manual will work just fine. We have achieved vast success with aerospace clients using…
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Are You Ready for a Surprise Inspection of Your Service?

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In almost every client, trade association and trusted advisor meeting I attend, service emerges as a hot topic. In today’s Amazon-impacted world, our expectations are high. Although we might not complain, good service is no longer sufficient. If you don’t meet and frequently exceed expectations, you will lose customers. There are countless options available and loyalty runs only so deep. Thus, it makes sense to put aside time to think over key questions with your team: Who is responsible for customer care in your organization? Are they able to impact service? How do you measure servicing success? And how does it align…
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