Archives For Strategy

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Globalization and rapidly changing technology continue to sweep the world. All organizations work across boundaries and  borders of one type or another and face significant challenges as they seek to reach and maintain market leadership.  Inherent in those challenges are often unrealized opportunities. One such opportunity, teams, offer a wealth of leverage to the discerning  leader. Our research repeatedly identifies the following advantages when teams are leveraged effectively:

–       Economies of scale and scope are realized

–       Effective learning & knowledge transfer takes place

–       Strategic capabilities are enhanced

–       More innovative products and services are developed

–       Better understanding of customers is achieved

–       Strong cultural intelligence fostering competitive advantage is accomplished

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GLABB – a term that defines who I am professionally to a large extent. If you have followed my posts on this topic so far, you know where I stand on the term Global… as well as Leadership.  Today, let’s talk about what it means to work Across Boundaries…. because the reality is that it can mean many things to many people.

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In my world, working across boundaries is about lateral thinking… really comprehending that you are a single piece of a much larger puzzle and that your piece has a significant impact on the larger whole. It also means having the capacity to move across those boundaries to absorb knowledge from one context or discipline and apply it back into your area of expertise to create a free-flow of information – increasing your knowledge and the potential to “create a better mousetrap”. Think Leonardo DaVinci:

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As we look forward, it is helpful to also look back and gain perspective. Today’s supply chain is even more global than two years ago… It is more aligned and proactive than it was five years ago. We are making progress, but there are still critical challenges to address.  It is still not working well… experience tells me we can do better.

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Typically, even though organizations may be consolidating for cost management and scalability purposes, the walls of the individual functions, channels and regions have become even thicker. As a direct result, it is harder for you, as a leader, to build end-to-end supply chain functionality in an ever-changing global marketplace. It has become increasingly difficult for you to gain agreement on specific, customer focused initiatives or broader organizational change.

This is not a technology, process or policy problem – it is a people problem:

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Today, quality in products and services is a given. Customers are increasingly aware of their choices, and as a result quality has become assumed if an organization seeks to survive. Quality performance has peaked globally, resulting in the face of quality shifting from the front-line employee to the corporate leader.

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As quality continues to evolve, the question becomes, “how do we shift the ‘definition’ of quality to reflect quality leadership?” If we refer to Deming’s quality methods, there are some clear indicators as to how we can connect quality principles to leadership principles. Deming’s Quality System is based on what he called “Profound Knowledge” – calling out four interrelated and inseparable aspects of quality that act as a critical foundation: Continue Reading…

The customer experience today is a battlefield in the global marketplace, as well as one of the only truly sustainable sources of competitive advantage. Today’s customers share their opinions around the clock and around the globe, making the customer’s experience central to your business performance.  The obvious truth is that it doesn’t take many bad experiences to lose a customer.

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In a recent global customer experience study by AchieveGlobal, 93% of companies said they would refuse to do business with a company again after three or fewer bad experiences. Multiple sources indicate businesses can lose 20-30% of their revenue from poor customer experiences – yet many fail to focus on the their customer experience strategy, creating a global performance chasm.

The Customer Experience Does Drive Your Business Results  

Every organization is comprised of people with different worldviews. It is inescapable – recent statistics indicate upwards of 90% of business’ have a culturally diverse workforce. What does this mean for you as a leader? It means… You Can Run, But You Cannot Hide. It means… if you want to succeed, Cultural Integration should become a critical component of your business strategy.

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We all have different worldviews based on our various life experiences. In today’s business environment, bringing people from different backgrounds together and appreciating the diversity of viewpoints and perspectives in a cohesive way becomes very complex. Cultural Integration is really, in its simplest form, about bringing those diverse people together to leverage the unique strengths of the individual parts to create a stronger, more competitive whole.

So what can you do to build Cultural Integration into your organization?