Even a bad service organization is good when it can fill a customer’s order on occasion. Is your order-fill consistent, or does it need improvement? A 95 percent order-fill means that 5 percent of the time you’re not consistent, and you’re likely to disappoint a customer.
When Beth accepted the challenge of managing an inventory with thousands of SKUs (stock-keeping units), her ultimate mission was to make customers smile. Her salespeople wanted to be consistent with uttering those magic words: “Yes, ma’am (or yes, sir). We’ve got it in stock and you can take it with you now.”
On a 3 × 5 card, write: “Involve me and I’ll be part of the solution. Dictate to me or ignore me and I’ll be part of the problem.” When solving ...