Category Archives: rants

Want More Business?

Put Employees First!

I was absolutely thrilled to see this recent article over at Knowledge @ Wharton India that said that “Winning More Business in a Recession Means Putting Employees First”. In the interview with Vineet Nayar, CEO of HCL Technologies — a company which grew 21% year over year in operating profit and revenues, he noted that their customer satisfaction rate rose 43% and that they were rated #1 in employee satisfaction. Simply put, a happy employee goes the extra mile to make customers happy. And a happy customer is much more likely to buy again than one that isn’t.

‘Nuff said. But if you want more, you can read the 5 page article.

Who Needs the Matrix?

We’re already slaves to the machine! The Matrix predicts a horrific future where we’re slave to the machines (and where any attempt to rebel against our masters result in violence and destruction), but we’re essentially there already. Thanks largely to Apple, and to a lesser extent, Google, we’re addicted to our mobile smart phones and mobile communication devices — and most of us will never leave home without them (to the dismay of American Express who’d rather we remember our charge and credit cards). If they breakdown, we immediately fix or replace them. We’re constantly evolving them. We’re constantly developing new devices to charge and sustain them.

And we’re making them better everyday. We give them cameras so they can see us. We give them microphones so they can hear us. We give them tactile displays so they can feel our touch. And we’re already talking about giving them airborne element detection technology so they can smell and taste us. We give them displays so we can see their output. We give them speakers so we can hear them. We give them force-feedback so we can feel them. And we are already talking about giving them the ability to emit airborne compounds so we can smell (and even taste) them.

Not only do they effectively control us already, but to an outside observer alien who looked down and took snapshots at a regular interval, they’d appear to be alive. They have the ability to absorb energy into their batteries and self sustain. They can process and respond to external stimuli. They ensure their reproduction through our symbiotic relationship with them. They improve, or “grow”, with each generation. They meet pretty much any definition for non-intelligent life that you throw at them. (And thanks to advances in computational and sampling technology, if your definition of intelligence is the Turing Test, if hooked into the internet, they can pass that too!)

The only positive is that since we are already willing slaves to the machines (except for one brave soul who saw the future and “returned his iPad*), it’s likely that when machines do acquire true artificial intelligence, they won’t wipe us out in the bloody future predicted by movies like The Matrix and Terminator. When they see how willing we are to serve them, they’ll probably let us live a rather peaceful and happy existence, feeding us our twit news, YouTube videos, and mind-numbing games we’ve come to rely on in exchange for helping them with their energy and reproduction needs … until, of course, they truly master replicator technology and wipe us all out at once in an attack we’ll never see coming.

 

* When the machines do take over and decide to eliminate everyone (who won’t serve them), he’ll be the first to go … but I applaud him anyway.

Where Are The Extreme Supporters?

A recent Vision Statement in the Harvard Business Review on why a business should “Behold the Extreme Consumers”, the 5% of customers so infatuated with the brand that they spend more than 10% of their lifetime income on it that many brand managers fear, had some impressive statistics:

  • 100% personally identify with and say they gain meaning from a favourite brand
  • 98% have defended the brand against perceived attacks in the media or from other firms or individuals
  • 96% describe their favourite brand as “part of the family”
  • 94% display their extreme behaviour in relation to just one brand
  • 94% agree strong that “more often than not, buying cheap is expensive”
  • 94% never even consider buying a brand that rivals their favorite

Which leads one to ask, where the extreme supply chain supporters? Imagine how much more respected (and successful) the supply management organization would be if it could find the 5% of company employees in other business units who:

  • personally identified with supply management and gained meaning from its involvement
  • defended supply management against unjust attacks, no matter where they came from
  • described supply management as “part of the team”
  • displayed extreme support for supply management and supply management alone
  • agreed that any buying decision was multi-faceted and should be left to the pros
  • never even considered making a major purchase without the involvement of supply management

What a wonderful world it would be.

Share This on Linked In

Are You Ready for the Black Swan?

As recent events have shown us again and again, he’s coming. You better be ready. This means you have to stop worrying about death by a thousand white swan-bites, because, having dealt with the flock day-in and day-out, you know how to deal with them. Their bites might hurt a bit, but you know that you’ve gotten quite good at sterilizing and bandaging the wound so that it heals fast, because you wouldn’t still be around had you not. However, you aren’t (as) familiar with the black swan yet. You are unaccustomed to the poison that accompanies his bite and, chances are, you aren’t stocking the antidote to treat it. This is problematic because the venom is fast acting, and if you don’t treat it in time, it can kill you.

Just because the appearance of the black swan is a fourth quadrant extreme event which cannot be statistically predicted, doesn’t mean that you can’t plan for it. That’s what real risk management is all about. True risk management is all about figuring out where the black swan could appear, what type of damage it could do, and how you will contain the damage and clean up the mess before it spreads beyond your control (and bankrupts your company).

It’s identifying those things that everyone thinks can’t go wrong, but that can, in actuality, go extremely wrong if an extreme event occurs. Like an unexpected market crash, an earthquake in a low-risk area destroying a factory, or an uprising closing a border. And then it’s having damage prevention or containment plans (with necessary equipment and resources ready to go) to deal with a sudden loss of supply, extreme market volatility in the preferred currency markets, or a lack of containment when an earthquake or explosion causes chemicals to start leaking rapidly. Because just like an overinflated balloon will eventually explode with the pressure, so will anything else we keep pumping money or resources into with expectations of a perpetual performance or growth. As nature has shown us, everything breaks down eventually. Even mountains crumble. And it doesn’t necessarily take a deluge to wash away your supply chain, and your company with it. So get ready for the black swan, and maybe you’ll be the one to survive his bite.

Share This on Linked In

Death By Presentation

Death by PowerPoint

Don’t let it happen to you!

To avoid this fate, start with these simple tips offered up in a recent blog post over on the Harvard Business Review on “how to avoid death by presentation”:

  • Don’t Turn Presentations into Reportspresentations should summarize the key points of a report, not the other way around
  • Clarify the Purpose of a Presentationand get to the point quickly
  • Develop a Presentation Protocolslides to be distributed in advance; slide limit; etc.

Share This on Linked In