Top three pre-process transformation actions to ensure success
When we talk about process transformation, what comes to our mind are the obvious elements that include process, technology,
Continue ReadingTag: Customer Centricity
Five process excellence areas to focus on in a Covid-19 world
The last few months have changed our lives with large numbers of people working from home under lockdown
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Demand, expectation and robots
Every business has always needed customers, but today they are impacting businesses much more than ever before.
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Operational Metrics – The five Fs which every small business should know
When an entrepreneur begins his journey, his focus is to manufacture products of high quality and make sure it's bought by large number of consumers.
Continue Reading
Lessons on Quality Management From Kobe Steel
Building a culture of quality requires top management to participate in quality initiatives
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Three Reasons Why Customers Are Not Always Right
We all know the famous quote, “The customer is always right.”
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6 Reasons Why Real-World Stores Are Here To Stay
Online portals can’t wipe them out.
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Spotlight: Developing a relationship with customers can be a game-changer for SMEs
Customer-centricity simply speaking means bringing customers at the centre of the enterprise and aligning strategies,
Continue Reading
Does A Company Really Care About Its Customers: These Three Instances Will Tell You
Organisations aspire to be customer-centric. They launch big transformation programs to try and align...
Continue Reading
10 Good, Bad And Ugly Shades Of ‘Choice’ In Business
Choice is such a powerful concept. We all love it. When we have choice it gives us a sense of autonomy and control.
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Use These Eight Guiding Principles To Build A Customer-Centric Company
Customers are the reason why businesses exist. Many businesses want to be customer-centric and spend time,
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These Are The Two Things That Customers Expect From A Business
What do customers really want?
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3 Ways In Which United Airlines Could Have Averted The David Dao Mess
The brutal "deplaning" of Dr David Dao from a United Airlines flight, which ended with him bleeding, bruised and concussed,
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How small business owners can make their customers raving fans
All small businesses have an aspiration that their product or service should be so good that customers become raving fans.
Continue Reading
5 Lessons For The C-Suite From The Wells Fargo Banking Scandal
Wells Fargo had been a darling of sorts in the financial services world.
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4 Questions Indian Manufacturing Should Ask After The US Bedsheet Scandal
As the India media got engrossed in demonetisation, the Tata boardroom battle and the US elections,
Continue Reading
5 Crucial Skills That No Customer Experience Professional Can Do Without
I recently chaired a two-day "Banker's Customer Experience Summit" in Dubai.
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3 Reasons Why Companies Fail To Deliver The Right Customer Experience
Last week I was at a leading coffee chain at Indira Nagar in Bangalore for a quiet meeting with one of my clients. However,
Continue Reading
3 Aspects Of Workplace Culture That CEOs Should Make Their Business
While a CEO must focus on the hard stuff, there are a few "soft" things which they should never take off their radar.
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15 Types of Process Excellence Professionals
Process excellence professionals come in a variety of shapes and sizes,
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The Eight Habits of Effective Process Excellence Leaders
A lot is written about process excellence, writes columnist Debashis Sarkar,
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13 Essentials of Coaching for Process Improvement
As organizations embark on their process improvement journey,
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The Dos and Don’ts of Selecting the Right Projects for Lean Transformation
As a change agent driving Lean transformation, it’s not enough to just have the technical skills.
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Enablers for a Successful Lean Transformation
When you decide to embark on a Lean transformation, you must make sure that the right enablers of a successful deployment
Continue Reading
Make Your Organization More Customer-Centric with the Kano Model
Looking at products and processes from a consumer’s point of view is critical for building a successful business.
Continue Reading
The ABC’s of A3 Performance Improvement
Having introduced the basics of A3 problem solving over my last two columns,
Continue Reading
Despite the Recalls, Service Businesses Can Still Benefit from Adopting Toyota Practices
A lot has being written about Toyota and its ability to wade through the current crisis.
Continue Reading
360 Degree Metrics for Lean Transformation
While embarking on a holistic Lean transformation, I have seen practitioners struggle to come up with metrics.
Continue Reading
Value Contribution of Processes
In my last column we discussed the eight wastes of Lean. We also looked at the various examples from the service sector.
Continue Reading
Five process excellence areas to focus on in a Covid-19 world
The last few months have changed our lives with large numbers of people working from home under lockdown
Continue Reading
Demand, expectation and robots
Every business has always needed customers, but today they are impacting businesses much more than ever before.
Continue Reading
Operational Metrics – The five Fs which every small business should know
When an entrepreneur begins his journey, his focus is to manufacture products of high quality and make sure it's bought by large number of consumers.
Continue Reading
Lessons on Quality Management From Kobe Steel
Building a culture of quality requires top management to participate in quality initiatives
Continue Reading
Three Reasons Why Customers Are Not Always Right
We all know the famous quote, “The customer is always right.”
Continue Reading
6 Reasons Why Real-World Stores Are Here To Stay
Online portals can’t wipe them out.
Continue Reading
Spotlight: Developing a relationship with customers can be a game-changer for SMEs
Customer-centricity simply speaking means bringing customers at the centre of the enterprise and aligning strategies,
Continue Reading
Does A Company Really Care About Its Customers: These Three Instances Will Tell You
Organisations aspire to be customer-centric. They launch big transformation programs to try and align...
Continue Reading
10 Good, Bad And Ugly Shades Of ‘Choice’ In Business
Choice is such a powerful concept. We all love it. When we have choice it gives us a sense of autonomy and control.
Continue Reading
Use These Eight Guiding Principles To Build A Customer-Centric Company
Customers are the reason why businesses exist. Many businesses want to be customer-centric and spend time,
Continue Reading
These Are The Two Things That Customers Expect From A Business
What do customers really want?
Continue Reading
3 Ways In Which United Airlines Could Have Averted The David Dao Mess
The brutal "deplaning" of Dr David Dao from a United Airlines flight, which ended with him bleeding, bruised and concussed,
Continue Reading
How small business owners can make their customers raving fans
All small businesses have an aspiration that their product or service should be so good that customers become raving fans.
Continue Reading
5 Lessons For The C-Suite From The Wells Fargo Banking Scandal
Wells Fargo had been a darling of sorts in the financial services world.
Continue Reading
4 Questions Indian Manufacturing Should Ask After The US Bedsheet Scandal
As the India media got engrossed in demonetisation, the Tata boardroom battle and the US elections,
Continue Reading
5 Crucial Skills That No Customer Experience Professional Can Do Without
I recently chaired a two-day "Banker's Customer Experience Summit" in Dubai.
Continue Reading
3 Reasons Why Companies Fail To Deliver The Right Customer Experience
Last week I was at a leading coffee chain at Indira Nagar in Bangalore for a quiet meeting with one of my clients. However,
Continue Reading
3 Aspects Of Workplace Culture That CEOs Should Make Their Business
While a CEO must focus on the hard stuff, there are a few "soft" things which they should never take off their radar.
Continue Reading
15 Types of Process Excellence Professionals
Process excellence professionals come in a variety of shapes and sizes,
Continue Reading
The Eight Habits of Effective Process Excellence Leaders
A lot is written about process excellence, writes columnist Debashis Sarkar,
Continue Reading
13 Essentials of Coaching for Process Improvement
As organizations embark on their process improvement journey,
Continue Reading
The Dos and Don’ts of Selecting the Right Projects for Lean Transformation
As a change agent driving Lean transformation, it’s not enough to just have the technical skills.
Continue Reading
Enablers for a Successful Lean Transformation
When you decide to embark on a Lean transformation, you must make sure that the right enablers of a successful deployment
Continue Reading
Make Your Organization More Customer-Centric with the Kano Model
Looking at products and processes from a consumer’s point of view is critical for building a successful business.
Continue Reading
The ABC’s of A3 Performance Improvement
Having introduced the basics of A3 problem solving over my last two columns,
Continue Reading
Despite the Recalls, Service Businesses Can Still Benefit from Adopting Toyota Practices
A lot has being written about Toyota and its ability to wade through the current crisis.
Continue Reading
360 Degree Metrics for Lean Transformation
While embarking on a holistic Lean transformation, I have seen practitioners struggle to come up with metrics.
Continue Reading
Value Contribution of Processes
In my last column we discussed the eight wastes of Lean. We also looked at the various examples from the service sector.
Continue Reading
