Category Archives: Technology

Will This Recession Yield The Return of the R&D Lab?

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If you listen to the doom and gloom economists, this recession, despite Obama’s many stimulus packages, is still going to be worse than the Great Depression. As such, as noted in a McKinsey Quarterly article from late last year, it might be useful to derive “innovation lessons from the 1930’s”. Despite the usual executive behavior of acting “cautiously” and delaying investments until the economy returned, some companies made deep investments in R&D and innovation in the 1930s. DuPont boosted R&D and developed neoprene (synthetic rubber) which was in every automobile and airplane manufactured in the US by 1939. Hewlett-Packard and Polaroid were established. Radio Corporation of America returned to profitability as it shifted towards the television market. At least 400 in-house R&D labs were established between 1929 and 1936. And many of these companies, who were able to attract skilled workers upon the destruction of their un-innovative counterparts, flourished.

For almost fifty years, the R&D labs were the center of innovation, and, arguably, of economic growth until the outsourcing, offshoring, down-sizing and right-sizing crazes hit us. Now they are almost non-existent … and the economy is floundering. Maybe I’m imagining it … but I think there’s a correlation.

Besides, think of the new innovations that might appear if the R&D lab returned. New computational models and architectures for cloud computing that will enable the creation of customized true end-to-end supply chain applications in weeks and not years. New low-energy cooling technologies that would dramatically decrease the costs of refrigeration. Better, cheaper high-efficiency solar panels that can be installed on your hybrid fleets. Cheap 3-d model creators and portable fabrication labs for new product design (like the Sun Modular DataCenter or the Google Container Data Center, but for engineers!). And I’m not even being imaginative yet …

Anyway, long story short, there are three things you should take away:

  1. Only acquire IT from solution providers who are still spending on innovation
    A lot of the smaller solution vendors aren’t doing so well now, and they’ll be hard pressed to compete when the rebound occurs and the innovative providers are releasing new solutions and they are still selling the same solution they had five years ago.
  2. Only source critical, custom components from manufacturers investing in new production technology and process improvement.
    The global decline in consumption has resulted in a significant drop in new production. The manufacturers being hit hardest are those unable to offer lower prices or added value. These manufacturers are generally those running old technology and utilizing inefficient and out-of-date processes. Like the IT providers who are not innovating, some won’t survive. Those manufacturers who have been investing in new technology to create higher quality products faster and cheaper and in lean & six sigma process improvements are generally more stable and more likely to be around for the long haul.
  3. Create a Center-of-Excellence
    Do your own R&D on best practices, market trends, and emerging technology. Then share that knowledge across your global operations. You’ll outperform your competition and become organizational superstars.

Earn Your Customer’s Loyalty … And Maybe You’ll Keep Them

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Customer acquisition is an investment, but customer retention delivers profitability, so you should do what you can to keep your current customers, as per a recent article on “how to earn your customers’ loyalty” in CRM News.

The article delivered seven strategies to keep your customers loyal which is worth a review, especially if you are a supply chain department whose survival depends on keeping your internal customers happy.

  • Provide Stellar Customer Service
    It’s a key differentiator in the retail world and in the boardroom.
  • Make your Web Site a Customer Self-Service Center
    And open your applications up to the company, at least for status reporting.
  • Use e-mail to communicate with customers.
    It’s great for keeping them up to date.
  • Pick Up the Phone
    Call your customers regularly to see how they are doing or if they need anything.
  • Solicit Customer Feedback
    Listen, and Respond. Customers want to feel valued.
  • Reward Customer Retention
    Share the success. There’ll be enough to go around.
  • Establish Customer-Friendly Policies.
    Your job is to get them what they need at the best price.

Does Your Software Come With A Bill of Rights?

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Ray Wang of Forrester recently released Version 2 of their “Enterprise Software License Bill of Rights” and Vinnie Mirchandani did an excellent revision over on Deal Architect that not only outlines what your rights should be but identifies some key issues you need to be aware of if your vendor does not provide you with a bill of rights as part of their textbook thick contract.

In particular, watch out for:

  • 40%+ SG&A
    that money should be going to R&D to give you a better product for the 22% to 30%+ maintenance you’ll be paying
  • no support/defect stats
    your provider should be measuring them, actively working on improving them, and be willing to provide them on request
  • certified service partners
    if they don’t have any, or won’t certify any, that’s a problem
  • an inability to flex-up / flex-down at each quarter
    you don’t want to be paying for shelf-ware
  • confusing SLAs
    you want clear, concise, and to the point

And be sure to check out Vinnie’s Version. If you going to invest seven, eight, and even nine figures (over the long term), you better make sure up front that you can get what you pay for.

High Tech = High Value = High Performance

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A recent article in i2’s Supply Chain Leader by Kevin O’Marah of AMR on “how [do] you design a supply chain organization to achieve maximum value” did a great job recounting dozens of statistics that we already know about how great supply chains make great companies, but unlike many of the AMR write-ups, it included one key point that often gets overlooked.

Ownership of technology solutions really does empower the entire supply chain organization, taking it to the next level of performance.

While only 41% of overall participants saw technology enablement as a supply chain organization responsibility, 56% of the AMR Research Top 25 saw the importance of technological responsibility in the supply chain organization. Considering that this is a select group that, in 2007, delivered a total return of 17.89% compared to the Dow Jones Industrial Average of 6.43% and the Standford & Poor’s 500 Average of 3.53%, I’m glad to see that these leaders are stepping up and acknowledging the value of good supply chain technology.

What other technology can identify millions of dollars of savings? Streamline payment processing costs by 90% AND insure you are paying against contracted rates? Enable visibility across your organization? None. In your average organization, no other information technology can deliver returns that come close to the returns supply chain information technology can deliver. So if you don’t have an end-to-end supply chain information technology solution, go out and get one!

Recession? What Recession? Here’s 91M for Inventory Software

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I couldn’t help but notice this recent article in Intelligent Enterprise that noted that “SAP offered 91M for SAF”. Now, good inventory management software is extremely valuable because it can significantly reduce the 30%+ overhead (on product cost) that many organizations lose in inventory each year, but SAF is a little company of about 100 employees that only had 19M in revenue last year. That’s a 4.8 multiplier … in a down economy!

Forget the current share price, which likely skyrocketed on the rumor alone. You invest based on the likelihood of getting your money back in a reasonable time-frame. Considering that most small company sales drop considerably when they’re swallowed by an 800 lb gorilla, SAP will be lucky to get their money back in five years.

But more importantly, if that 91M had been funneled into an R&D group with some freedom, imagine what that could have built! Maybe they could even realize their Vision of the Future. Instead, as far as I can tell, they’re just spending more of their customer’s money on empty calories by paying too much of a premium. Well, at least they ain’t spending 5 Billion for Business Intelligence.