How You Can Fix TheLeaks
11
HOW YOU CAN FIX THE LEAKS Section IV In theory, there is no difference between theory and practice. In practice, there is. - Yogi Berra Copyright @ 2014, Ron Ryan & Associates, LLC 1
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This is Part IV of Fixing the Leaks, a 4 Part Workshop on Improving Profitability in small and medium sized businesses and not-for-profits. How Can You Fix the Leaks explains how to move forward once you have made the decision to address profitability issues in your organization.
Transcript of How You Can Fix TheLeaks
Copyright @ 2014, Ron Ryan & Associates, LLC 1
HOW YOU CAN FIX THE LEAKS
Section IV
In theory, there is no difference between theory and practice. In practice, there is. - Yogi Berra
2
But Isn’t This Just Common Sense?
“Constant Improvement
Should Be Part of Our Culture”
“ But we can’t afford to do this now; we’re in
survival mode.”
The Reality: Discipline Is
Difficult To Build & Maintain
Copyright @ 2014, Ron Ryan & Associates, LLC
Yes. HowTo Fix The Leaks?
Copyright @ 2014, Ron Ryan & Associates, LLC 3
How To Get Started?
OutsideConsultant(s)
LeadershipCommitment<Either Way>
Inside Task Force
Start Here And
Work Your Way Out
HowTo Fix The Leaks?
Why Bother With A Task Force?
No CEO direct reports;
Middle Managers Are Best:Multi-departmental
point of view;Objectivity;Independence and
intellectual honesty;Customer-focused
rather than department-focused.
Copyright @ 2014, Ron Ryan & Associates, LLC 4
HowTo Fix The Leaks?
Copyright @ 2014, Ron Ryan & Associates, LLC 5
Make Sure You Are Looking With New Eyes
If it ain’t is broken don’t go fix it!
HowTo Fix The Leaks?
6 Sigma Ninja’s Helpful But Not Required -A Check List For Change Teams
Smart – big picture person comfortable with ambiguity
Understands company and how it works
Analytical - not afraid of numbers
Plays well with others - is well respected by peers
Has strong domain expertise in his/her field
Willing to work hard
Copyright @ 2014, Ron Ryan & Associates, LLC 6
HowTo Fix The Leaks?
7
How To? Buy Books Not Dogma
Copyright @ 2014, Ron Ryan & Associates, LLC
No Single Approach Does It All HowTo Fix The Leaks?
Copyright @ 2014, Ron Ryan & Associates, LLC 8
Where Should You Start?
Online Sales
Process1 in 20
Buy
Call Center1 in 5
buy
Fulfillment
8 or 9 out of10
Keep What You Sold Them
Repeat Purchas
e (Or Renewa
l)Between 5 and 9 Out of 10 Buy again
HowTo Fix The Leaks?
9
Sales Center
Fulfillment
& Service
…But also the more controversial, risky, and difficult to measure.
Online Lead
Generation & Sales
The Higher You Start In Your Funnel, The Greater The Impact Of The Change…
Copyright @ 2014, Ron Ryan & Associates, LLC
HowTo Fix The Leaks?
10
Where Should You Start?
Online Sales
Process1 in 20
buy
Call Center1 in 5
buy
Fulfillment &
Service8 or 9 out of
10 Keep What You Sold Them
Repeat Purchas
e (Or Renewa
l)Between 5 and 9 Out of
10Buy
again
Copyright @ 2014, Ron Ryan & Associates, LLC
Start with a system or process you control. Fix it first. The further back in the value chain you start, the safer you will be. How
To Fix The Leaks?
Summary – Fixing The Leaks About making incremental
improvements; Reduces customer attrition; Has High ROI; Creates Incremental
Revenue; This Revenue falls straight
to the bottom line; Improves customer
experience and brand; Improves job satisfaction; Makes your organization
better.
Copyright @ 2014, Ron Ryan & Associates, LLC 11
