Tag Archive: performance management

Raising the Bar With Customer Service Through Internal Operations

By
Could a simple solution of aligning Sales with Operations with Finance deliver the bottom line BIG win? Do your internal operations truly have a significant impact on your customer service levels? Yes, for every single client, they can have a dramatic effect! For example, we recently worked with a client that wanted to raise the bar when it came to customer service levels. Over time, product mix, distribution strategies and buffer capabilities changed which created a gap when compared to prior performance levels. The challenge was to improve customer service and the overall customer experience rapidly – and “make it…
View Article




Walmart Raising the Supply Chain Metrics Bar

By
One of my clients forwarded this Business Insider article about Walmart’s supply chain metrics. Walmart is not only requiring an increase in OTIF (on-time-in-full) delivery performance but it also will charge penalties for suppliers that don’t live up to the metric! Creating an efficient supply chain is critical for Walmart, so they are taking this proactive stance. This is prevalent throughout our manufacturing and distribution clients – regardless of industry. For example, in aerospace, there are very similar supply chain metrics and penalties. If we want to grow our businesses, we must develop excellence throughout our supply chain. Just think, there…
View Article




A Systems Transformation

By
A systems transformation doesn’t necessarily relate to the computer system. Instead, a systems transformation relates to how the people, processes, systems, metrics, costs and more all come together to deliver profitable growth – or not! And, as one of my potential clients put it – dictates whether we are blind or able to see where we are going. Can you “see” where you are going? We have received an increasing number of these types of calls lately. Perhaps it is because it is harder than it sounds to achieve a systems transformation. If a ‘system’ isn’t in place to provide…
View Article




Getting Out of the Weeds to See the Forest

By
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…
View Article




The Eagles & Apprenticeships

By
Last weekend I went to Classic West – an amazing weekend of six classic bands at Dodger Stadium including The Doobie Brothers, Eagles, Journey, Fleetwood Mac, Steely Dan and Earth, Wind & Fire. What a lineup! Aside from amazing music and fabulous floor seats (we were two rows back from David Spade!), we were also able to meet up with family and friends. While I adore Journey, I have to admit the best act of the weekend was the Eagles. This was the Eagles first concert since Glenn Frey’s sudden passing in 2016, and they made it a tribute to him.…
View Article




The Impact of Supply Chain Strategy

By
Can supply chain strategy have a profound impact on your bottom line? Without a doubt! Recently, we worked with a client that wanted to review their operations strategy and look for ways to optimize and improve. To begin, we evaluated many business options including, but not limited to:     Do nothing (stay in the same locations). Transfer distribution operations closer to the port. Move to a different location in the Inland Empire. Relocate to Nevada. Evaluate 3PL options. Expand and automate the current facility. In this client’s case, the customer, cost and cash flow impacts of making these changes…
View Article




Why Does Employee Engagement Matter?

By
Employee engagement was a hot topic during the “Company Culture as a Competitive Advantage” panel at the Drucker Supply Chain Forum. Did you know that one of the most recent Gallup studies found that 67% of people are not engaged in the workplace? How horrifying is that? Worse yet, what makes up the 67%? 51% are not engaged but 16% are actively disengaged. What? Can you imagine the obstacles to overcome to be successful in an environment where 16% of your team is working against you? What can we do about employee engagement? 1. Involvement– Involve your people in their work. It sounds obvious…
View Article




Start Process Improvement by Getting the Facts – A Case Study

By
I am often called upon by clients to help them improve one or more of their business processes. Though the industries vary and the processes are different, when asked to help improve a process I always start in the same place. What are the facts; how do we get the facts? If you have processes that needs improving, I suggest you start by getting the facts. Understand what metrics are in place and what they are telling you. Use the facts to keep people aligned and motivated on the effort required to make improvements
View Article




It Begins and Ends with Leadership

By
As my HR mentor used to say, it begins and ends with leadership. Although we’ve certainly talked about this topic before, it is worth it to dedicate time to it again. After all, results follow leaders. The leader sets the tone and direction. As consultants, we find that we can make good progress, no matter the leader; however, there is ZERO doubt the progress will be much quicker with a solid leader supporting our initiative.  This has occurred 100% of the time! For example, we are currently working with a client that would like to improve service levels to its…
View Article




Four Steps to Improve Data Accuracy: A Case Study

By
Recently a client hired me to help them get their ERP implementation unstuck. The client had implemented a new ERP system at the first of several planned sites over a year ago but were unable to get the results they needed from that implementation to get permission to start the second site. Over the years I’ve been consulting, I have developed a method that I use to help my clients improve their processes. The steps in my method are: Align, Train, Enable, and Inspire. I’ll explain each one in context of this case study.
View Article