Staple Yourself To An Order
There are a few basics when it comes to delivering true customer value. One of them is a quick, accurate processing of orders.
In an excellent article published more than 10 years ago in the Harvard Business Review, the writers Shapiro, Rangan and Sviokla offer fantastic insights how to improve your order management cycle (OMC). It is almost a 'How To' to satisfy customers and increase profits. Who doesn't want that?
In short, there are three steps to be taken:
Staple yourself to an order. Select an incoming order, then walk with it through your entire order management cycle.
Identify problematic steps in your OMC. Ask employees throughout your OMC what order-management problems they experience and why.
Redesign your operations to satisfy customers throughout your OMC.
It sounds simple but requires a thorough and structurally implemented methodology to fix any gaps in your processes. It is however well worth the effort as it will result in more satisfied customers, easier sales and lower costs.
I recommend you to read the original article for deeper insights and explanation.