Uptime Magazine – “Operational Excellence: See the Flow of Value” by Joseph Paris (July 2013)

Operational Excellence: See the flow of Value, by Joseph Paris as featured in the June/July edition of Uptime Magazine®.

Operational Excellence: See the flow of Value, by Joseph Paris as featured in the June/July edition of Uptime Magazine®.

Last October, I was at a manufacturing conference in Chicago during which I had the privilege of being invited to a dinner hosted by David Deutsch. And it was during this dinner that I was introduced to Ralph Keller – who is the President of the Association for Manufacturing Excellence (AME). Thank you, David… Ralph…

This is a question that I recently felt compelled to flat-out ask a COO of a publicly traded Fortune 500 company in response to a series of comments he made to me during an engagement interview. His shocked response was, “Of course not…!” There was obviously a disconnect someplace. To be sure, we are living…
We started our discussion on Customer Focus last month with a general discussion about what it means to be ‘customer focused’, and how this term is overused and misunderstood in business. Everyone claims to be ‘customer focused’, yet customer loyalty is at its lowest point in years, complaints are higher than ever before, and almost…

In school, it might be the “3-R’s” of Readin’, Ritin’, and ‘Rithmatic that get you through, but in business its Robustness, Readiness, and Resiliency. And the order matters more than you might realize. I was standing at the back of the room at a conference a few years ago — one of those events where…

Let me start by just “laying it out there”: I am a Giants fan and have been all of my life. And I believe that Giants fans are some of the saltiest, most cynical and hardened of fans. For instance, we believe that the “prevent defense” really means to prevent us from winning, as opposed…
Eliminate the Unessential, Streamline the Essential, & Invest in the Valued. An efficient experience is a win-win-win. It is a win for the customers when an efficient experience delights them. It is a win for the front-line employees, who are supported by competent processes and systems, and engage in more positive encounters with happy customers….
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