Whether you are running a call centre or a retail institution you cannot have escaped the massive impact that the global economic crisis has had. Gone are the days of "pile 'em high and sell 'em cheap" - the customer is truly king as he seeks ever increasing service and value expectations, and investors' demands for higher sustained return on assets force a leaner and smarter approach.
Pivotal to success in this arena is the ability to develop a focussed organisation - built on a foundation of standardisation and team approach, and targeted towards maximising the ratio of intended to unintended customer interactions. Practical problem solving solutions can then be achieved providing a platform of trust and respect - the two key ingredients required to secure long term growth and prosperity.
Standing still is not an option. Change is inevitable as customer demands continue to rise at an ever increasing rate. Only by ensuring complete visibility of the value chain and inherent wastes together with a relentless pursuit of anything that slows movement through the supply chain can the optimum ratio of fixed to current assets be achieved.
