Many of us are familiar with the importance of Voice of the Customer (VOC). Thanks to process improvement methods like Six Sigma that emphasise VOC. Voice of the Customers helps in understanding what's important to customers. And helps in aligning services and process outcomes to those expectations. Along with VOC, we should also pay attention… Continue reading Voice of the Customers (VOC) vs. Voice of Non-Customers (VONC)
Mantras for successful transformation initiatives can be broadly put into buckets: People and culture related Process and technology related Here are a few mantras while planning process and technology changes: Focus on simplification Not just an incremental improvement. Simplify significantly. Take it as an opportunity to rethink and redesign. Focus on all the aspects, including product,… Continue reading Mantras for Successful Transformation Initiatives – Part 1
I came across an interesting article in hbr.org recently which brought back some thoughts based on the work that I did earlier in this area: Often, we look at the challenges faced by brick and mortar retailers from price perspective especially in the wake of the increased success of online stores. Yes, price definitely is a factor, especially for so-called commodity… Continue reading How can brick and mortar retailers fight competition from online retailers?
Ideas for innovation may come from various sources, including: Internal employees as well as customers Within the industry as well as other industries Customers of the organization as well as non-customers All these ideas can be broadly categorized into the following three buckets. Reactive Pain areas or issues or problems in the current system Things… Continue reading Channels for Innovation Ideas