Managing Customer Value
This is a Part 1 of 3 blog posts on a series of books that Deloitte has sponsored that I think is outstanding. They are a follow-up to the book, The Power of Pull: How Small Moves, Smartly Made, Can Set Big Things in Motion, This book has been one of my staples in the Read More …
Peter Drucker had a catchy statement: “Efficiency is doing things right: effectiveness is doing the right thing.’ If you have enough foresight to know with certainty what the “right thing’ is in advance, then efficiency is a fitting substitution for effectiveness. In the world of Sales and Marketing, however, the correlation between efficiency and effectiveness Read More …
I base my Lean Thinking on 3 principles. Standardization, Improvement, and Exploration. The little “i” of innovation is provided through SDCA and PDCA. Standard Work (SDCA) creates a can-do attitude and frees up time for problem-solving. Applying PDCA, allows you to “see” opportunities for improvement and leverages the resources in your environment. I like to Read More …
In a recent podcast with Evan Leybourn (Related Podcast and Transcription: Agile Business Management), we had a discussion about Project Closure. In the past I thought it was a good thing to do. It ties into my most recent work. We have been discussing projects in general and how project management has changed. Especially from Read More …
I know your thinking that all you need is the Net Promoter Score and I will not disagree that it is an important question. However, sometimes just a good old audit and questionnaire might still have some value. You may not be able to do it all in one setting or even ask all the Read More …
The outcome is really not at the end of the target. . It’s some place like in the middle because this should sustain until the end of its life cycle. -jd Evan Leybourn: You’re absolutely correct. The idea of an outcome is we should be able to incrementally achieve value towards that outcome. It doesn’t Read More …