Category Archives: Operating for Profit

May 23 Webcast – Accelerate Profitability through Transformative Customer Service

I will be presenting a live webcast, “Accelerate Profitability through Transformative Customer Service”, on Thursday, May 23 from 1-2 p.m. EDT, offered by Modern Distribution Management. There is no charge for this webcast. Here is a link to register for … read on

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February 9 Webcast – The Coming Revolution in Supply Chain Finance

I will be presenting a live webcast, “The Coming Revolution in Supply Chain Finance”, on Thursday, February 9 from 1 to 2 p.m. EST, offered by Modern Distribution Management. There is no charge for this event. Here is a link … read on

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January 23 Webinar – Inventory Productivity: Missing Link Between Supply Chain Management and Sales

I will be presenting a live webinar, Inventory Productivity: Missing Link Between Supply Chain Management and Sales, on Monday, January 23 from noon to 1 p.m. EST, offered by the MIT System Design and Management Program Systems Thinking Webinar Series. … read on

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Unlikely Operations Heroes – Sales Reps

A few weeks ago, I met with the top operations managers of a major multinational consumer products company. These executives were very interested in understanding how to become more innovative. What could they do? What have other companies done? What … read on

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What’s Wrong With a 95% Service Level?

Customer service level is a core measure of company performance. This measure seems completely obvious: after all, if you increase your line-fill or case-fill from 94% to 96%, your customers will surely be much more satisfied. And satisfied customers will … read on

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Stumbling on Customer Service

Some of the most useful books for business aren’t about business at all. Recently, I read a terrific book that is extremely readable and very relevant to business, Stumbling on Happiness, by Daniel Gilbert. Gilbert is a professor of psychology … read on

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