There are two metrics that are critical to business success; Customer Satisfaction and Profit. If the proper focus is placed on those metrics all other activities will fall into place.
CUSTOMER SATISFACTION
1. Satisfy Individual Needs.
2. Communicate With Individuals.
* What do you want?
* When do you want it?
* How much will you pay?
* How are we doing?…what works?…What does not?…What should change?
3. Continuous Feedback Loop.
PROFIT
Utilization of Human Resources.
* Every person must be engaged in a value-added activity.
* Everyone has ideas for doing it better. Listen to, and discuss, each idea.
* Say thank you often.
Money
* Know where the $ goes and how it is used.
* Only spend on value-added activities.
* Self-fund all operations with an appropriate % of profits.
Time
* Do it right the first time.
* Process simplification.
* Cycle time reduction.
* Defect elimination.
