How You Can Fix TheLeaks
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The document discusses the challenge of implementing continuous improvement in organizations, emphasizing the need for leadership commitment and the establishment of task forces to address systemic issues. It suggests various strategies, such as understanding customer experience and employing analytical methods to enhance processes, while cautioning against fixing what isn't broken. Ultimately, the document highlights that incremental improvements can lead to significant benefits, including reduced customer attrition, increased revenue, and overall organizational enhancement.
How You Can Fix TheLeaks
- 1. Section IV In theory, there is no difference between theory and practice. In practice, there is. - Yogi Berra Copyright @ 2014, Ron Ryan & Associates, LLC 1
- 2. But Isn’t This Just Common Sense? “Constant Improvement Should Be Part of Our Culture” “ But we can’t afford to do this now; we’re in survival mode.” The Reality: Discipline Is Difficult To Build & Maintain Copyright @ 2014, Ron Ryan & Associates, LLC 2 Yes. How To Fix The Leaks?
- 3. How To Get Started? Outside Consultant(s) Leadership Commitment <Either Way> Inside Task Force Start Here And Work Your Way Out How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 3
- 4. Why Bother With A Task Force? No CEO direct reports; Middle Managers Are Best: Multi-departmental point of view; Objectivity; Independence and intellectual honesty; Customer-focused rather than department-focused. How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 4
- 5. Make Sure You Are Looking With New Eyes If it ain’t is broken don’t go fix it! How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 5
- 6. 6 Sigma Ninja’s Helpful But Not Required - A Check List For Change Teams Smart – big picture person comfortable with ambiguity Understands company and how it works Analytical - not afraid of numbers Plays well with others - is well respected by peers Has strong domain expertise in his/her field Willing to work hard How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 6
- 7. How To? Buy Books Not Dogma Customer Analytics • How to Measure and Improve In-Store Buyer Experience (Underhill) • How to Measure and Improve Internet Experience and Ecommerce (Kaushik) • How to Measure and Manage In-Bound Call Center Customer Experience (Cleveland) Customer Satisfaction Measurement And Management • How to Conduct Meaningful Satisfaction Surveys (Hayes) • Net Promoter Score (Reichold) • Experience And Interaction Economies (Pine, Gallup) • How (Nudges) Can Affect Buying Behaviors (Thaler, Sunstein) Process Improvement • Six Sigma (Pande et al.) • Lean (Womack, George, Seddon) • Reengineering (Hammer) Copyright @ 2014, Ron Ryan & Associates, LLC 7 No Single Approach Does It All How To Fix The Leaks?
- 8. Where Should You Start? Online Sales Process 1 in 20 Buy Call Center 1 in 5 buy Fulfillment 8 or 9 out of10 Keep What You Sold Them Repeat Purchase (Or Renewal) Between 5 and 9 Out of 10 Buy again How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 8
- 9. The Higher You Start In Your Funnel, The Greater The Impact Of The Change… Sales Center Online Lead Generation & Sales Fulfillment & Service …But also the more controversial, risky, and difficult to measure. How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 9
- 10. Where Should You Start? Online Sales Process 1 in 20 buy Call Center 1 in 5 buy Fulfillment & Service 8 or 9 out of 10 Keep What You Sold Them Repeat Purchase (Or Renewal) Between 5 and 9 Out of 10 Buy again Start with a system or process you control. Fix it first. The further back in the value chain you start, the safer you will be. How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 10
- 11. Summary – Fixing The Leaks About making incremental improvements; Reduces customer attrition; Has High ROI; Creates Incremental Revenue; This Revenue falls straight to the bottom line; Improves customer experience and brand; Improves job satisfaction; Makes your organization better. Copyright @ 2014, Ron Ryan & Associates, LLC 11