Customer Service - Load Execute
It all starts with a straightforward belief...customer promises are important. The philosophy is that when a promise is made to a customer, you keep the promise. Again, not difficult to understand but in practice it can be very tricky to actually follow. Traditionalists tend to believe that random events get in the way of keeping the promises - often promises that we just finished making. For example, a rush customer order is accepted that makes other orders in the system late. We just broke some promises but we had to do it to satisfy our customer. Hmm?
Sounds odd but many businesses do it every day. We mistakenly believe that the rush customer order is uncontrollable. Yet, day after day we have rush orders and every time we are surprised?
Surprised? No, not really, the systems, processes and mindset have just not been setup to deal with these types of everyday occurrences. We believe it must be this way. Many times we do not give it a second thought. Well, it does not have to be like this. But, where do we start?
Step 1 - It starts at the top
The president, owner, CEO, chairman, etc. must believe. They must believe it is good business and be willing to let the organization focus time and effort on the initiative. They do not yet have to be passionate but they must be more than just willing to let it happen. If this is not the case, stop. Do something else because it is a waste of time and money to continue.
Step 2 - Empower a Champion
It is critical to have a champion in the organization that is educated on service and has the passion to make it happen. The champion is critical to success.
Step 3 - The Promise
"We will keep every customer promise." That's right. This bold statement must be made.
Step 4 - Measure
The old adage "Get what you measure" is your guidance here. The right measures are extremently important. Additionally, please make sure your goals are achievable and the accountability has been put in place.
Step 5 - Simplify
Break the problem into two; load and execute. Load is responsible for making sure promises that are made have a high probability of being met. Setup the process to deal with known events such as "rush orders", seemingly unreasonable customers and production interruptions. Execute is the process of taking the promise and making sure it is delivered in a cost effective manner.
Step 6 - Design
Design the systems, processes and educate to maximize promises with least cost. Reduce variation and use our proven LE system architecture to effectively load and execute on orders.
Step 7 - Correct and Improve. Manage LE
Continually monitor the LE process so the business is not over promising. Reduce variation in execute. Continue to believe and be passionate that "We will keep every customer promise."
