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Blogroll
Category Archives: process management
Can You “Manufacture” Customers?
Digging through our archives we found this article from the 1999 issue of Electronic Business that Ralph wrote. It does not appear to be available online (even though the world-wide web existed back then), so we are posting it here … Continue reading
In ‘N Out vs McDonald’s
I have posted before about the differences between In ‘N Out and McDonald’s. Just last week one of the Principals in our company, Neil Reckon, noted a process example difference between the two companies I have seen but never thought about … Continue reading
Make Doing the Wrong Thing Hard … Another Example
I posted on this topic last year for the first time. I found another great example recently. But first a reminder. To help prevent errors, a construct translated as “make doing the wrong thing hard” has been around informally for … Continue reading
What Is Lean Marketing … Really?
Occasionally I feel the need to resurrect this question. As I have noted a few times in the past, the term Lean Marketing has become bastardized by consultants with their own agendas. Since we are consultants too, one could argue … Continue reading
Posted in process management
Tagged agile, Lean Marketing, lean start-up, lean thinking
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Make Doing The Wrong Thing Hard
To help prevent errors, a construct translated as “make doing the wrong thing hard” has been around informally for many decades. It was formalized as part of the Toyota Production System by Shigeo Shingo and called poka-yoke in Japanese. This … Continue reading
Posted in customer satisfaction, customer service, process management
Tagged Amazon, poka-yoke
1 Comment
Customer Experience and Process Management: A Dichotomy?
We find ourselves at Customer Manufacturing Group at the intersection of two trends that are finally becoming mainstream conversations: customer experience and process management. As we discuss these topics with people, we notice their concern that the two may be … Continue reading
Confusing Motion With Progress
My older son, who works for a Fortune 200 company, mentioned this morning that his company was going through yet another reorganization to improve results, or efficiency … or something. I remember telling my dad the same story, and I … Continue reading
How Fast Is Fast Enough?
There’s an old gunfighter maxim that basically says you’re either quick or you’re dead. That maxim is absolutely true today in many businesses, most especially retail. While many on-line retailers are trying to figure out how to deliver as Amazon … Continue reading
Posted in process management, retail
Tagged Aeropostale, Ann Taylor (clothing retailer), J. Crew, time to market
1 Comment
Recommendation For A Functional Organization Struture
Corporate organizations should be structured to allow the company to execute its strategy effectively and thus achieve its goals. Volumes have been written on organizational structure and the best use of which type of structure in various business scenarios. This post considers … Continue reading
The Problem With Process Management
When we first talk with people about applying process management, they often think rigid processes or bureaucracy. People also can show countless examples of process gone wrong. My friend Allan Hauge, Vistage Chair in St. Louis, tipped me off to … Continue reading
