The Eureka Moment
“First comes thought; then organization of that thought into ideas and plans; then transformation of those plans into reality. The beginning, as you will observe, is in your imagination.” – Napoleon Hill Almost all of us have experienced a “ Eureka Moment ” – a moment in our lives where we have had a great thought…
Customer Calls Reliability 360; Addressing Future Challenges @ the Speed of Light
The Misconception of Reliability and Availability After a 10 year reliability journey that takes me across the appliances, power generation, aerospace, component placement, electronics design, wireless, and finally the cable industries, I would like to share my astonishing discovery with my friends and foes alike. My focus will be on the cable industry where my recent study…
Engine Fire In-Flight: Now What?
1. THROTTLE: OFF 2. FIRE LIGHT: DEPRESS 3. FIRE EXTINGUISHER READY LIGHT: DEPRESS 4. …. These are the first few steps or IMMEDIATE ACTION PROCEDURES (IAPs) that make up the beginning of an emergency situation checklist for an engine fire in a garden-variety high performance aircraft. These steps are listed in BOLD in the checklist and are MEMORY ITEMS…
Eliminate Unnecessary Customer Calls
Are your call center costs way too high? Are your customers’ experiences way too low? Poor customer care is not only pervasive and widely publicized, but seems to be getting worse. Witness the recent uproars about Dell Computer and AOL. More and more I have seen clients that are frantic, though internally focused, saying, “Our budget for handling customer…
A Value Proposition: Managing Costs with ERP
I read a great blog post regarding the Value Proposition of seat belts. Seat Belts! Who would think that seat belts needed a marketing plan? Then again, I can remember riding in my Dad’s old Chevy pickup when I was a kid – and I’m fairly certain the thing didn’t even HAVE seat belts. However, if we can all collectively…
“So – Are you telling me you’re going out of business…?”
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 through…