Tag Archive: service levels

Why Blame Doesn’t Work

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I’ve been spending the majority of my time this week with two clients: one is preparing to go live on a new ERP system and the other is working to improve service levels by implementing improved planning and order flow processes. Although these specific objectives are nothing alike, they have much in common. Both have countless numbers of small issues arise on a daily basis — and some quite large ones thrown into the mix. It is just the nature of the beast in manufacturing environments. And so we need to uncover the root cause of the preponderance of the…
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Why Customer Service Trumps All

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Although we work on many topics impacting manufacturers and distributors, we have found that the most popular — and vital — is customer service. Prior to the recession, most companies called for our inventory management expertise and how to understand and manage costs (and therefore strategically price); however, since the recession, almost everyone that calls has some element of the customer in their conversation. As our passion surrounds customer service which must start with your customers (your employees), we love this development. From a financial point-of-view, the customer has a profound impact on business performance. Clients call for every one…
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The Importance of Controlled Speed

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Last week I was in New Zealand, and I went on a wild ride on the Dart River (see below). We went at 100 kph with just 4 inches of water. It was a thrilling ride with amazing scenery in the background, and it got me thinking about the critical importance of speed in today’s workplace. EVERY single one of my clients must grow, improve service levels, reduce lead time, maximize margins, and improve efficiencies — YESTERDAY. Speed of results is of the essence. It has been the focus of my clients since the recession (as cash was the focus during the…
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Plan the Work; Work the Plan

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We were reminded of this favorite client project and success story related to work processes recently as we were talking with a new GM at a key client about ways to improve service levels rapidly. It reminded us to pay attention to what “works”. So many clients try complicated and convoluted programs, thinking it is required for success, but it isn’t! Why go down that rabbit hole when simplicity can achieve rapid, bottom line results?! This particular favorite project made the list due to its simplicity and quick results in the face of quite a bit of doubt and several…
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The Value of Process Flow

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When the idea of The Systems Pragmatist service line popped to mind, I was thinking about the critical importance of systems and processes.  I had just left a strategy session with the former head of HR from Cisco, and she gave me a new respect for the value of process flows. Previous to that session, I saw them as just an assumed part of the process. It was great to gain a new appreciation for one of my strengths!   Thus, I thought I’d share the value of process flows. As much as we think we know our processes, we…
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