How agile are your operations?


During the last 2 years, some organizations have accelerated their growth, some have greatly diminished operations and others simply closed their doors.


What's the big take-away? Companies that were quick to respond to rapidly changing consumer, workplace and technology realized significant increases in sales, brand loyalty and wallet share. How were they able to do that?


Like the Titanic, large organizations find it almost impossible to change direction on a dime" unless agility is integrated into their standard operating procedures. But, what does that really mean?


Applying the principles of Total Experience Management, it is a system for engaging and responding to customers and employees in order to meet their needs. In its simplest form, a company is simply a group of consumers that like the products and services of a company and a group of employees that agree to deliver those services. The primary relationship is between the customer and the frontline employee. Head office is there to provide effective administrative, communication and delivery systems to keep that relationship healthy and happy.


Operations agility requires 2 levels of responsivity - operational and strategic.


Here are some 10 key strategies to build agility into your operations.


  1. Get customer feedback in real-time at every operational touchpoint

  2. Get employee feedback at least once a week on every operational touchpoint.

  3. Share customer feedback across the organization - horizontally across departments and vertically from HO to the frontlines

  4. Find out what's frustrating and de-motivating frontline teams.

  5. Harvest the wealth of information your customer facing workers have about how to improve both the customer and team experience.

  6. Empower frontline teams to solve problems at the store level as they happen

  7. Leverage APIs to gather customer, employee, marketing and sales data into single database that collects both qualitative and quantitative data .

  8. Connect relationship to financial metrics by correlating key performance leading and lagging indicators (KPIs)

  9. Leverage NLP and AI to correlate, interpret, prioritize and present data with recommended actions.

  10. Dynamically prioritize actions and manage KPI trends on personal performance boards.



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