“In the end, all business operations can be reduced to three words: people, product, and profits.” ~ Lee Iacocca
Why Is Optimizing Operations so Difficult?
Fundamental changes in customer behavior, new growth initiatives, generational transitions, and the constraints of existing systems can all affect an organizations journey toward an optimized environment.
Long-term profitability depends upon your customer’s TOTAL satisfaction with your products and/or goods as well as the customer service they receive at every touch point in the organization. This extends through every level of interaction in the business development process. It is the sum of all their experiences. If you have rocket stars for your outside business development department and mediocre customer service representatives, you still risk losing the customer. Satisfaction from the sales process to delivery and finally to customer service, must be the number one objective to retain a relationship where all parties are:
- Comfortable
- Confident
- Conscientious
Remember, perception is in the eyes of the beholder meaning the person who is on the receiving end of the process.
This Key delves into all aspects of operations using the expertise of the authors as well as industry experts in areas of Customer Relationship Management (CRM), process improvement, workflow, finance, space, etc. to determine gaps in your operations and design a plan to address and remove them.
Recent Comments