Tag Archives: business process improvement

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

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Your People Are Not Usually The Real Problem

Most companies when faced with a need to grow revenue ultimately end up deciding to change people. They may change certain sales people, or they may try to hire a superstar from another company, or they may just change the … Continue reading

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Great customer service weekend

Last weekend was a great customer service weekend for me. I not only got great service, I saw a fantastic process in action. We’re doing a little remodeling upstairs in our house and are getting some new doors. I ordered … Continue reading

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It wouldn’t be so obvious if it wasn’t right under your nose

Removing waste from all of your processes is especially critical in today’s increasingly competitive, global market. Such streamlining not only includes the obvious supply-chain processes, but the demand chain (customer-facing) processes as well. In particular, finding and removing waste in … Continue reading

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Innovation: Where’s the leverage

Innovation is still getting a lot of press, most recently we read an interesting piece in Business Week. (Can’t find it on their site, so no link, sorry.) In the September 22nd issue they published some results from the 2008 … Continue reading

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