Accomplished senior leader with extensive experience in operations and customer journey design.
While it is easy to think that employees always do the right thing, often performance is impacted by ineffective training, procedures, policies, resources and culture. Work usually follows the path of least resistance. Make the desired way logical and intuitive and the workers will follow it. Ensure there is a common sense progression of steps and you will see amazing results.
The world has changed and businesses have tried to adjust. Many leaders approach things as a profit first or a customer first strategy. Doing the right things for the customer but also reducing non-value added activities will deliver the profit. It isn't one or the other. If the customer isn't willing to pay for an activity, find ways to reduce the impact.
Finding a better path is critical to survive in this economy. Start with the customer journey and then understand how your business supports every part of it. Everything from sales to HR to Finance to Operations to Supply Chain and Production needs to connect in some way to customers. However, business is often like a Rubik's cube; changing one side impacts another. Know how your complex business works before making the changes.
