Most everyone has heard the old adage that you can’t really understand someone until you’ve walked a mile in their shoes. This is so very true when it comes to working with people to influence change and to create better outcomes for your customers - both internal & external. A key aspect to keep in mind is that what you might envision as a successful outcome is not necessarily what your customer envisions. In this article, we will explore how you can gain better insights to more holistically understand your customer’s experience.
In order to know what is working well and where there are opportunities for improvement, it’s really essential to collect feedback. Without clarity on what’s important to your customer, you could try to solve a variety of challenges that really don’t matter much in the grand scheme while overlooking the top concern your customer might have about you, your team, your product, or your service.
In Lean, we always talk about “going to gemba” - gemba being a Japanese term for “the real place” - or where work gets done. This is an incredibly important concept and essential to seeing opportunities for improvement. The US show “Undercover Boss” exemplifies the concept of observation quite well as it affords company owners to experience what it is like to be a customer or employee of their own company. What better way could there be than to go and experience firsthand how your team interacts with their customers?
Use an Empathy Map
This is a useful tool for helping analyze the experience for your customers as it pushes you to look at the engagement from 4 lenses: What do they SAY, what do they DO, what do they THINK, and what do they FEEL. By empathizing with your customer through this analysis, it truly improves the relationship as it helps us focus on what matters most to them.
By listening to your customer, observing their experiences, and empathizing with them, you’ll start to embark on a journey of continuous improvement that will result in more positive outcomes built on solid relationships. Here at Adonis, we do our best to live by this philosophy as we aim to continuously improve in all of our customer interactions and we’re happy to share this perspective with you.
Supply chain optimization is all about getting the product into the customer’s hands when they want it while spending as little money as possible. Since supply chains involve so many organizations and processes to get the product to the customer, it can be easy to overlook possible ways to optimize and save money. In this article, we will provide you with three ways you can save money through supply chain optimization.
Identify Reorder Points
If you want to save money, it’s better to create a specific marker for when supplies need to be replenished. Ordering more than you need in advance with the expectation that you will eventually use the ordered supplies is not cost efficient. Determine reorder points so that you can save money and optimize your resources.
Utilize data analysis
Identify physical and information flows in your supply chain and use data analysis to help eliminate unnecessary steps in the production process. Data analysis can reveal the inner workings of your supply chain and determine which areas need to be improved to increase revenue and avoid errors and prevent waste.
The Lean Six Sigma approach to optimizing the supply chain relies on quick responses to changes in supply and demand during times of crisis and business cycles. As a business, you need to ensure that you are being flexible with your supply chain so that you can respond to the satisfaction of your customers.
Supply chain optimization is a critical aspect in reducing costs and increasing revenue, especially during the COVID-19 crisis. By providing Lean/ Six Sigma Coaching and performance insights and analytics, our expert consultants here at Adonis can help you grow and optimize your supply chain to its fullest.