Case study: Building a customer-centric B2B organization


A Chinese steel manufacturer systematically transformed its operations to be customer-centric—and in the process, improved its bottom line. Marketing & Sales Insights

Higher Wages Aren’t Enough to Turn Mediocre Jobs into Good Ones

Harvard Business

Higher wages are also necessary for many companies that are stuck in a vicious cycle of bad jobs, bad operations, bad customer service, low productivity, and high costs. Drawing on the concept of “efficiency wages,” some economists argue that higher pay can by itself improve performance by enabling companies to attract and retain better people and by motivating employees to work harder. Employees who are not empowered to improve their work or solve customer problems.


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How to Discover and Own Your Consulting Superpower: Interview with Charles Browne

Consulting Matters

And through both of those processes, I served as an Operator, and then also as a Project Manager, and then a Master Black Belt Lead Sig Sigma process improvement black belt. They’re either too far removed from the process these days, it’s changed quite a bit.

"Process Mining"? Sounds Like a Waste of Time.

Markovitz Consulting

You’re not doing any process mining. You’re missing the boat on “process mining,” the latest improvement breakthrough that will catapult your firm to the top of your industry. According to a new HBR article , process mining will “revitalize process management in firms where it has lain fallow for years.” Conversely, companies that adopt an incremental improvement approach tend to spend too much time on analyzing the “as-is.” Continuous improvement?

Texas Energy Screw-up and Small Business Impairments

Martinka Consulting

Have a list of tactics, whether it’s for growth, margin improvement, expense reduction, process improvement, an improved culture, or something else. Get to the point you do as little as possible with the day-to-day operations. While regrouping, the company got hit by a cyberattack, closed operations for days, lost customers, and now his business might not be worth much of anything.

How Good Companies Become Market Leaders (Without an Infusion of Capital): Interview with Charles Browne

Consulting Matters

After eight years of service, I left and worked at a couple of commercial nuclear power plants and earned a project management certification and a Master Black Belt Lead Sig Sigma process improvement black belt, along with my engineering degree. I’m not a strict operator.

8 Issues that May Cause You to Lose Customers

Tom Spencer

Over time, the executives get so engrossed in running the day to day operations of the business that they forget that the purpose of the business is to serve it’s customers. You are not transparent or operate in bad faith. Your processes and technology suck.

Before Automating Your Company?s Processes, Find Ways to Improve Them

Harvard Business

One of the most recent automation technologies to emerge is robotic process automation , or RPA. RPA is a category of software tools that enable complex digital processes to be automated by performing them in the same way a human user might perform them, using the user interface and following a set of predefined rules. Many organizations have adopted it for automating back- and middle-office processes, and many have achieved rapid returns on their investments.

Gaining Clarity in What You Care About Most Deeply in Your OD Work

Consulting and Organizational Management

The profession has become filled with niche players……executive coaching, team building, process improvement, change management, etc. They put me through a long, exhaustive interviewing process before they finally offered me the job. On one hand, I like projects that enable me to work with employees to figure out how to improve their business. Library. Translate This. Home. Share » Connect » Blog: Consulting and Organizational Development.

Don’t Neglect Your Customers During a Merger

Harvard Business

I just took my company through an acquisition and found that even the smallest operational change can have a significant negative impact on both employees and customers. While keeping CX top of mind throughout the whole M&A process is challenging, the benefits are undeniable: It keeps your most coveted customers and your team intact. Maintaining quality customer experience, we found, requires a mix of expert individuals and operational processes.

How to Motivate Frontline Employees

Harvard Business

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. They wanted to improve revenue, cost, risk, and customer satisfaction all at the same time. They reached out to us because we wrote a book describing how these performance outcomes would be improved with an operating model that increases motivation.). Another had an experiment on how to improve signage visibility.

What to Do If Your Team Is Too Busy to Take On New Work

Harvard Business

To find more time, leaders will need to identify opportunities to eliminate work, reduce workload, or improve productivity by working closely with their teams. It’s not possible to eliminate all transactional tasks, but by diving into the details of existing processes, leaders can challenge the status quo and help simplify processes that reduce these tasks. Improve Productivity: What can we do to complete tasks more quickly? STR/Stringer/Getty Images.

Tools 44

The 4 Main Ways to Innovate in a Digital Economy

Harvard Business

In the specialist mode, companies will create new products and services by pushing the envelope of product performance, with improvements allowed by digital design. One challenges with the specialist mode is that companies must build these technical capabilities in-house to prevent imitation from competitors; to attract and retain top talent; and to maintain process rigor in the an era of increasing design churn.

Leadership Development Should Focus on Experiments

Harvard Business

Over the past couple of years, we have collaborated with the leadership development team at Cargill, one of the world’s largest global agricultural processing and distribution companies, to apply these ideas in a program for high-potential managers called “Leading in a Complex World.” product pricing, operational efficiency, customer service, etc.). Another tried generating operational efficiencies through a different supply chain control tower process.

How Chinese Companies Disrupt Through Business Model Innovation

Harvard Business

China has not been a huge technology innovator, despite being the world’s second-largest investor in R&D , but Chinese businesses have found ways to use innovations in processes, business models, and customer experience to their disruptive advantage. We in the West have long prided ourselves on our business process acumen, strategy savvy, and customer centricity while stereotyping Chinese competition as being nothing more than low cost.

How the U.S. Can Rebuild Its Capacity to Innovate

Harvard Business

firms took offshoring a step further and began contracting design and product development activities overseas around the turn of the millennium when China joined the World Trade Organization and Asian producers started investing in major capacity improvements. While America has continued leading the world in terms of investment in basic science research, it has lost the ability to do the kinds of process improvements that are essential for innovation.

Transforming Health Care Delivery to Increase Value - SPONSOR CONTENT FROM SIEMENS HEALTHINEERS

Harvard Business

Improving access to care, increasing workforce productivity, optimizing clinical operations, and managing population health are important—and interrelated steps. Four key outcomes to transforming healthcare: Lower entry barriers and increase geographic reach to improve access to care. who specializes in Lean, notes that only about 30% of Lean quality-improvement projects see results sustained beyond three years. Sensitivity to operations.

Value-Based Care Alone Won’t Reduce Health Spending and Improve Patient Outcomes

Harvard Business

Our experience at the Nemours Children’s Health System suggests that value-based care (VBC) is necessary to significantly improve health outcomes and to lower costs for children with chronic illness and complex medical conditions. However, despite the remarkable improvement of outcomes demonstrated in the pilot, that model of care is simply not sustainable when implemented broadly with FFS reimbursement.

If Your Data Is Bad, Your Machine Learning Tools Are Useless

Harvard Business

Reasons range from data creators not understanding what is expected, to poorly calibrated measurement gear, to overly complex processes, to human error. The risk is that a minor error at one step will cascade, causing more errors and growing ever larger across an entire process. Consider a mortgage-origination company that wishes to apply machine learning to its loan process. Removing bias from the existing decision process. Alan Schein Photography/Getty Images.

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How to Beat Mid-Career Malaise

Harvard Business

What actions can you take to improve your professional satisfaction? ” Even if you cannot change your circumstances, “you might be able to change the microenvironment in which you operate.” This made me more people-focused than process-focused, but it allowed for process improvements in the best way possible, by enabling people to excel.” Lynn Koenig/Getty Images. We all have times when we wonder, “Am I at the right company?

Great Digital Companies Build Great Recommendation Engines

Harvard Business

Recommenders continuously learn and improve from user experience. That means organizations can continuously learn and improve from their recommenders. Recommendations are seen as a technique to sell more online, instead of a renewable resource for relentlessly improving customer insight and their own. Platform companies invest in virtuous cycles to solve problems; more-traditional firms invest in process improvement to solve problems. Laura Schneider for HBR.

Scaling Customer Service as Your Startup Grows

Harvard Business

Customers are integral to this process because they provide feedback, and every member of your team should be answering support requests, meeting with customers, and thinking about how to build a product that suits the needs of the market. In later stages you’ll want people who think about how to scale through process, training, and systems. Add a touch of process, carefully. Don’t put process over people.

Keeping Human Stories at the Center of Health Care

Harvard Business

And we must define new standards for humane technologies and implementation practices — an ecosystem of healing on par with quality, safety, and performance-improvement initiatives. ”) This allows leaders to focus on their team members’ well-being and to measure the impact of new processes, technologies, and care models on the well-being of physicians, nurses, and staff. VCG/Getty Images.

Change Management Is Becoming Increasingly Data-Driven. Companies Aren’t Ready

Harvard Business

This data can then feed into a predictive model, helping us know with precision the actions that are going to accelerate adoption of a new practice, process, or behavior by a given employee group. Organizations often seem obsessed by measuring fractional shifts in operational performance, capturing data on sales, inventory turns, and manufacturing efficiency. Applying these tools when building a team could both improve project performance and help to build another new data set.

Why GE, Boeing, Lowe’s, and Walmart Are Directly Buying Health Care for Employees

Harvard Business

Bundled payments in health care have gained favor because they can reduce costs and help improve outcomes. HDP is a third-party administrator with expertise in the development and management of travel surgery programs, providing strategic and operational management of this program. Three key questions employers and providers commonly ask about arrangements like these are: “What is the process to be selected as a site?”

What a Changing NAFTA Could Mean for Doing Business in Mexico

Harvard Business

Multinational companies operating in Mexico are facing a great deal of uncertainty. With the confirmation of Robert Lighthizer as United States trade representative, the long-delayed start of the formal process to begin renegotiation of NAFTA with Canada and Mexico can move forward. Congress of its intent to begin the process. Companies would like to see process improvements and better infrastructure at the border to reduce costs to import.