- Everything in your business has to be customer service driven, including all your decisions, the products and the services. Employees must be committed to exceeding expectations of consumers on every level.
- Best practices require that everyone in the organisation asks the consumers the right questions. The feedback from customers is a great source that can be used to adjust and renew the business.
- Exceed customer expectations so you’re able to beat off the competition and impress your customers. Customer services can no longer be content with satisfied customers; they must strive for wowing the customer instead.
- In order for customers to be happy you must have a happy workforce. Happy employees are a priority that needs to be successfully integrated into every business. If the employees aren’t happy there’s a very high chance that the consumers won’t be either.
- Create your service standards as they can be used to measure performance levels and to shape the image your consumers have about your business. All service standards need to be measurable so you can use the data to improve the systems and processes.
Wednesday, 11 December 2013
There are many areas that require your attention if you want to meet and exceed the needs of your customers. Over the next two days we’ll be looking at some of the best proven techniques and strategies that deliver results when it comes to customer service management.
Tuesday, 10 December 2013
Companies have improved their supply chain and logistics operations by improving automating transaction processes and capturing data while reducing cost but there are still lots of improvements to be made.
Optimising the supply chain and logistics isn’t easy and it is not cheap but it is one area where you can make great cost reductions and improve the performance of the company by between 10% and 40%. Here are some rules you can follow if you want to further improve and optimise your supply chain and logistics.
- Measure and quantify your objectives. Recognise what accomplishments need to be met in logistics optimisation and use a computerised system to work out if one solution is better than another.
- Models need to represent the required logistics processes. Models are to be used to ensure an operational requirement is understood by a computer and can be used in algorithms.
- Consider the variability explicitly. Ignoring variability can result in incorrect average values.
- Have accurate, comprehensive and timely data. Data drives the logistics and supply chain so it needs to be accurate and received on time.
- Integration to be supportive of automated data transfer. With so much data across many departments the data needs to be integrated in a way that removes the time consuming job of entering data manually.
- Result delivery should assist with management’s execution and control. Web based interfaces are now becoming essential in management and execution.
- Implement an “intelligent” algorithm to address the individual problem structure. Algorithms can be used to come up with the ideal solutions quickly.
- Invest in technology experts to help support the models, data and engine optimisation.
- Design processes that give full support for optimisation and future improvement.
- Return on investments needs to be accountable to the total cost of the operations, people and the technology.
Monday, 9 December 2013
One of the reasons visibility across the entire supply chain is so essential is because global trade and product safety regulations have become more stringent over recent years. Suppliers now play a vital role as companies need to ensure their products are delivered on time, on budget and in complete compliance. Supplier management is an essential part of any organisation as it involves:
- Improving supplying performance
- Improve the consumers market
- Capture the right data
- Improve relationships between the buyer and supplier
- Improve the quality and social standards
Supplier management therefore required essential performance metrics:
- Price Variance – ordered price verses invoice price. Comparing the price of the orders with the invoice price to see any potential variance.
- Variance- Quantity ordered verses quantity received. Monitoring the delivery accuracy, vendors have to check the order is correct and communicate with the vendor if they find any variances.
- Percentage of On-Time Delivery – Orders that are received on time verses the initial line receipts. On time delivery is essential.
- Percentage of Failed Items- Percentage of failed inspection items verses total volume for a set period. Ensuring all the failures are left at the factory using multiple inspection points.
- General Conformity Certification Compliance Rate – On time delivery of accurate GCCs. Requires accurate data on the importer, supplier and inspection agencies. The product must meet testing standards to become certified.
- Returns Rate – Number of product returns from an order verses all lines on the order. Understanding the rate of returns of the supplier gives insights into the quality of the pr oduct being delivered.
- Fill Rate – Total items filled on the first invoice for each order which is then divided by the total number of items on all orders. To reduce the negativity that unshipped orders or late orders have on the supply chain.
- Failed Factory Audit Rate – Failed audits divided by total audits. Learning when and why factories are not conforming to standards.
- Lead Time Variance – Actual verses quoted lead times. Working out the variance on quoted lead times against actual lead times to improve the supply chain and lim it damage.
- Document Accuracy – Sum of 100% accurate ASNs received verses all ASNs. Metrics that focus on the ability of vendors to report accurate data.
Saturday, 7 December 2013
Consumer Franchise x Customer Franchise x Supply Chain Efficiency = Marketing Effectiveness
Friday, 6 December 2013
Today we’re looking at the final information technology trends to watch out for 2014.
Personal Cloud Era
As the cloud continues to develop there will be a push away from the devices moving towards the personal cloud. The device being used will become less important as the cloud takes over the capabilities of the device.
Software Defined Anything (SDx)
The definition of software defined anything is the improved standards for programmable infrastructures and data centre interoperability which is driven by automation to cloud computing. The dominant vendors of the sectors developing infrastructure types can decide not to follow the standards but rather the end customer to improve the simplicity of the software and the reduce costs.
Large organisations such as Amazon are changing the way that IT services are delivered to the masses. It is being suggested that IT organisations need to align themselves with these larger companies, using their architectures and processes to help them develop further to stay in line with these massive cloud computing providers.
It is thought that smart machines are going to cause the most disruption in the history of Information Technology. It is thought that some of the ways smart machines are going to develop include intelligent personal assistances, smart advisors, advanced global systems and autonomous machines.
3D printing is an exciting area that is developing fast and expected to continue to grow by 75% in 2014 and 200% by 2015. The hype within consumer markets is pushing the growth and made organisations realise that 3D printing offers viable and cost effective ways of reducing costs and improving designs. 3D printing is also a viable option for prototyping and short run manufacturing.
Thursday, 5 December 2013
According to Gartner’s experts, here are a summary of the latest information technology trends for 2014
Managing Mobile Device Diversity
The number of devices, their variety and the different types of users they will have will make the ‘everything everywhere’ strategies impossible to achieve. As more people bring their own devices into the business world information technology and finance organisations are being pushed to their limits. As the mobile workforce grows companies will need to clearly define the expectations that employee owned devices need to play in their performance.
“Internet of Everything”
The use of the Internet continues to grow and expand into the enterprise assets as well as in consumer products such as cars and televisions. It’s thought that the expansion of the Internet will open more possibilities but it’s essential that organisations recognise these possibilities and use them. The Internet can be used in many ways including management, monetisation, operation and extension.
Hybrid Cloud and IT
It has been suggested that external cloud computing services and personal clouds are joined together. Companies need to create private cloud services that will be able to be integrated successfully in the future.
Networks are finding an increased demand, cost and management due to the power and the capabilities of mobile devices. These demands have resulted in incentives that will reduce the cloud application computing and storage so that the power of the device can be used to its potential.
Return tomorrow for the more information technology trends in 2014.
Wednesday, 4 December 2013
Today we’re looking at the final three trends to watch out for in the oil and gas industry for 2014.
Regulations and Cyber Risk Management
Oil and gas companies need to strike the perfect balance between regulation and cyber risk management. The regulations are able to help companies to improve their security in order to reduce the risks of cyber threats but there are only one standard solution to security available and may not be suitable for all business processes. It is essential that the security steps and regulations are developed for the company based on their unique business processes. It’s also vital that each company pays close attention to the regulations that are changed or developed that they need to adhere to.
The Aging Workforce
The aging workforce brings new challenges to each company within their risk management, human resources and infrastructure. There is now less new talent and expertise to choose from and work within the company. Many of the most experienced employees with know-how on how to manage the cyber risks and run the operations are now looking to retire. There is a gap being developed between the older and younger employees and it’s essential that the knowledge is passed on and the gap is filled to ensure the secure running of the company in the future.
The Data Explosion
Oil and gas firms will have a data explosion that is generated by their assets and in order to compete successfully, this data must be used in a way that will improve their business. New challenges emerges as organisations start to organise, monitor and analyse their data as they will need to create actions to collect and monitor these data and develop business strategies while understanding the anomalies that are related to critical assets.
It is predicted that cyber-attacks against the oil and gas companies are going to cost companies $1.87 billion for 2018. Therefore the cyber risk management is now a risk that has to be addressed by the board and action needs to be taken to control the risks.