Many companies have multiple lines of business. Each is responsible for adding value to the bottom line. When a LOB has revenue generating potential, it is easy to measure results. But what about a cost center or the back office operations?
As a seasoned operations executive, I certainly have a bias towards the value that operations can (and should) bring to the bottom line. A well run operations group can not only shave expenses, but can be a strong partner in customer retention. And hopefully, everyone realizes that it is much more cost effective to retain a customer than it is to find a new one.
Metrics are an excellent way of providing consistent feedback to the company's executive team. But, do not get caught in the trap of counting widgets. While volume is important, it is extremely important to create service level agreements not only with your customer base, but within the company.
Pay attention to service and quality and retention surely will follow.
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