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How You Can Fix TheLeaks

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This is Part IV of Fixing the Leaks, a 4 Part Workshop on Improving Profitability in small and medium sized businesses and not-for-profits. How Can You Fix the Leaks explains how to move forward once you have made the decision to address profitability issues in your organization.

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How You Can Fix TheLeaks

  1. 1. Section IV In theory, there is no difference between theory and practice. In practice, there is. - Yogi Berra Copyright @ 2014, Ron Ryan & Associates, LLC 1
  2. 2. But Isn’t This Just Common Sense? “Constant Improvement Should Be Part of Our Culture” “ But we can’t afford to do this now; we’re in survival mode.” The Reality: Discipline Is Difficult To Build & Maintain Copyright @ 2014, Ron Ryan & Associates, LLC 2 Yes. How To Fix The Leaks?
  3. 3. How To Get Started? Outside Consultant(s) Leadership Commitment <Either Way> Inside Task Force Start Here And Work Your Way Out How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 3
  4. 4. Why Bother With A Task Force?  No CEO direct reports;  Middle Managers Are Best:  Multi-departmental point of view;  Objectivity;  Independence and intellectual honesty;  Customer-focused rather than department-focused. How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 4
  5. 5. Make Sure You Are Looking With New Eyes If it ain’t is broken don’t go fix it! How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 5
  6. 6. 6 Sigma Ninja’s Helpful But Not Required - A Check List For Change Teams  Smart – big picture person comfortable with ambiguity  Understands company and how it works  Analytical - not afraid of numbers  Plays well with others - is well respected by peers  Has strong domain expertise in his/her field  Willing to work hard How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 6
  7. 7. How To? Buy Books Not Dogma Customer Analytics • How to Measure and Improve In-Store Buyer Experience (Underhill) • How to Measure and Improve Internet Experience and Ecommerce (Kaushik) • How to Measure and Manage In-Bound Call Center Customer Experience (Cleveland) Customer Satisfaction Measurement And Management • How to Conduct Meaningful Satisfaction Surveys (Hayes) • Net Promoter Score (Reichold) • Experience And Interaction Economies (Pine, Gallup) • How (Nudges) Can Affect Buying Behaviors (Thaler, Sunstein) Process Improvement • Six Sigma (Pande et al.) • Lean (Womack, George, Seddon) • Reengineering (Hammer) Copyright @ 2014, Ron Ryan & Associates, LLC 7 No Single Approach Does It All How To Fix The Leaks?
  8. 8. Where Should You Start? Online Sales Process 1 in 20 Buy Call Center 1 in 5 buy Fulfillment 8 or 9 out of10 Keep What You Sold Them Repeat Purchase (Or Renewal) Between 5 and 9 Out of 10 Buy again How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 8
  9. 9. The Higher You Start In Your Funnel, The Greater The Impact Of The Change… Sales Center Online Lead Generation & Sales Fulfillment & Service …But also the more controversial, risky, and difficult to measure. How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 9
  10. 10. Where Should You Start? Online Sales Process 1 in 20 buy Call Center 1 in 5 buy Fulfillment & Service 8 or 9 out of 10 Keep What You Sold Them Repeat Purchase (Or Renewal) Between 5 and 9 Out of 10 Buy again Start with a system or process you control. Fix it first. The further back in the value chain you start, the safer you will be. How To Fix The Leaks? Copyright @ 2014, Ron Ryan & Associates, LLC 10
  11. 11. Summary – Fixing The Leaks  About making incremental improvements;  Reduces customer attrition;  Has High ROI;  Creates Incremental Revenue;  This Revenue falls straight to the bottom line;  Improves customer experience and brand;  Improves job satisfaction;  Makes your organization better. Copyright @ 2014, Ron Ryan & Associates, LLC 11

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