CEO Insights on Value Realization from Customer Success!

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Unchaining Change Leadership

Customer success article was created by Kia Puhm, CEO at K!A CX.  Kia’s site is  thedesiredpath.com.

The Toronto Customer Success Executive Breakfast is a forum whereby local industry leaders get together over breakfast to discuss the still young and rapidly evolving field of Customer Success.

Co-hosted by Natasha Narayan and myself, and Sponsored by Gainsight, senior executives in this field are invited to share their knowledge and expertise amongst their peer group in an intimate and highly interactive setting.

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Seasoned Leadership in Action™! An Interview with Paul Kretz, Head of SCM at Church & Dwight!

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Paul Kretz
Paul Kretz, SCM at Church & Dwight

At Supply Chain Game Changer we believe in sharing experiences and expertise from people in every industry and from across the globe.  As such we have introduced our “Seasoned Leadership in Action™” Interview series at Supply Chain Game Changer.  This interview is with Paul Kretz, Head of SCM at Church and Dwight.

I first met Paul at Celestica.  He left to purse other interests but our paths crossed again later on.  I was at a company that had just implemented a new WMS system in the Distribution Centre.  The system cutover  was a disaster.  And the operation had been run without true Warehouse Management experience as well.  As I looked to recruit a new leader I was looking for a someone who could lead change.

I toured my final two candidates through the Distribution Centre, including Paul.  Their reactions would help me decide who to select.  The other person seemed overwhelmed and lost while looking at the mess in the warehouse.  It wasn’t clear what they would do.  Paul looked at the disastrous situation like a kid in a candy store.  He saw opportunity at every turn.  And instead of  being intimidated by the situation Paul was motivated and inspired.  I found my leader!

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Inspiring Olympics Quotes!

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The Olympics are a tremendous source of inspiration in many respects.  Watching the incredibly talented athletes compete is truly amazing.    Whether they win or lose, whether they are favourites or underdogs, or whether they are from your home country or another country, their years of training, commitment, skill and expertise are on full display.

Seeing so many of the countries of the world come together in peace is also a remarkable sight.  Fans and supporters cheer all of the athletes whether they are winning, struggling, or just giving it their all, and no matter where they are from.

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Creating a High Performance Organization! (Infographic)

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We have written many blog posts about Change Leadership and Culture Change.  At its core the overall objective is creating a High Performance Organization (HPO).  For a truly High Performance Organization is one in which their will be high morale and an innate ability to achieve superior results for all stakeholders in the company.

There are relatively few High Performance Organizations.  More importantly there are many, many companies that are actively on the journey to become an HPO.

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Spreadsheets – A History and a Future!

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Unchaining Change Leadership

Most of us create, use, present and work with at least one spreadsheet each and every day.  Spreadsheets have proven invaluable.  And many businesses even observe, and complain, that they are run on spreadsheets.

Yet there was a time not that long ago when most people didn’t even know what a spreadsheet was.  In the early 1980s I was given one the first IBM Personal Computers to use, along with the spreadsheet software Visicalc.  Spreadsheets forever transformed my productivity and skill set.

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Seasoned Leadership in Action™! An Interview with Leonard Han, Freelance Consultant!

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At Supply Chain Game Changer we believe in sharing experiences and expertise from people in every industry and from across the globe.  As such we have introduced our “Seasoned Leadership in Action™” Interview series at Supply Chain Game Changer.This interview is with Leonard Han.  

I have had the tremendous opportunity of working with Leonard at ModusLink.  He is truly a seasoned leader having run businesses across Asia.  

Leonard very easily deals with people across all countries and cultures.  He is very pragmatic and knows how to get things done to meet all business and customer challenges while at the same time earning the respect of all those who deal with him.

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The Green Supply Chain: True Sustainability or Just a Marketing Stunt?

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Green Supply Chain article originally published by, and permission to publish here provided by, Sam Jenks at http://www.kodiakrating.com  

Brands labeled with Green Supply Chains have started becoming synonymous with sustainability, trustworthiness, quality and forward thinking.

For this very reason, companies globally are frantically climbing to the tallest of buildings to shout out their dedication to supply chain sustainability, and describe the sustainable actions that will follow ‘according to their 2020 initiatives’.

I don’t mean to come off snarky, but there is a clear-cut discourse that has formed between brands actualizing supply chain sustainability, and those who are marketing supply chain sustainability.

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Lessons from Bad Bosses!

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Unchaining Change Leadership

Over the course of a long career I have worked with and for many, many people.  As I reflect on the bosses I have had it is easy to create a list of those I considered to be good bosses and those I considered to be bad bosses.

But I have also always felt that you can, and should, learn from everyone.  Whether you  consider that they are good, bad or indifferent there are behaviours and qualities that you can see in every person.

Everyone can share similar stories, again both good and bad.  It’s how you react, adapt, adopt, avoid, change, and deal with these behaviours that is important.

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Seasoned Leadership in Action™! An Interview with Neil Hampshire, CITO at Parallel!

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Neil Hampshire
Neil Hampshire, CITO at Parallel

At Supply Chain Game Changer we believe in sharing experiences and expertise from people in every industry and from across the globe.  As such we have introduced our “Seasoned Leadership in Action” Interview series at Supply Chain Game Changer.  This interview is with Neil Hampshire.

When I joined ModusLink I needed to hire a new CIO.  I didn’t want a CIO to just run the I/T backroom making sure that all of the systems and computers were up and running.  I wanted a CIO that was going to be a Game Changer!

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Enable Spend Aggregation in Procurement!

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Aggregating your procurement spend for the purpose of delivering greater value is a sound objective.  Theoretically you should be able to generate better service, better terms and conditions, and better cost.  Therefore you should enable spend aggregation.

Yet there can be many obstacles in your way to achieving this seemingly simple goal.  Loss of control, fear of job loss, questionable benefits, and a perceived loss of margin are some of the obstacles you may run across.  We discussed these in greater detail in our post Procurement (Part 1!) – The Spend Aggregation Obstacle Course!

You may be trying to aggregate spend within your company or across companies, or you are trying to outsource this to a Group Purchasing Organization (GPO).  To overcome the Spend Aggregation obstacles there are a series of enablers you need to enact to make this successful.

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Ground Rules for Creating a High Performance Organization (HPO)!

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A High Performance Organization is one in which there is tremendous alignment among and commitment by the team members. And as a result this motivated team is able to achieve superior results. The level of collaboration and innovation they demonstrate is remarkable.  But what are the ground rules?

There are many characteristics of the culture which allows such teams to be high performing. And when they set out to drive change and make improvements it is those cultural characteristics which allow them to succeed.

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Supply Chain Predictions!

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Predictions article originally published by, and permission to publish here provided by,  Kuebix at https://www.kuebix.com

In the book, The Living Supply Chain, the authors argue that, “Speeding up the supply chain is at the root of everything that is good: improved revenue, reduced working capital, higher profitability, and less obsolete inventory. Conversely, slowing down the supply chain is at the root of everything that is bad: working capital write-offs, reduced profitability, and slowing revenues.”

To “speed” up the supply chain is to invest in change and change will come with the digital transformation of the supply chain, which is the major focus for executives in the future.

Much change in the supply chain industry will be due to innovative technologies for digital transformations, along with the recent tax reforms, and the still-current driver shortage/capacity crunch. Digital transformation of the supply chain will change everything – for the better.

Supply Chain predictions

These are the innovative technology predictions companies must use to undergo this transformation within their supply chains:

Cloud-based technology deployments lower cost of ownership due to not having a large capital expenditure on hardware and upgrades. Cloud-based solutions are ideal for any size business because they can be scaled up as your business grows and are easier to set-up and manage.

Advanced Analytics will support real-time decision making based on data captured across the supply chain. With analytics, businesses can more effectively predict and fill demand. You can also manage relationships with carriers, suppliers and customers while improving processes. Using advanced analytics in a transportation management network to look at historical traffic patterns, you can plan a truck’s route that takes into account time delays for more accurate arrival times.

Tracking and Tracing of raw materials through manufacturing to the end customer must take on Amazon-like capabilities, meaning customers will know where their orders are at any one time, just like when you order from Amazon. With track & trace, you will get deep visibility to SKU-level information from first-mile to last-mile, including the tracking of costs to better monitor transport spend. Communications with customers will be proactive instead of reactive, alerting customers if their order will be late or when it will arrive.

Supply Chain Visibility will make data collected from end-to-end across the supply chain available to all stakeholders, giving them greater control and visibility into what is happening across the enterprise. You can uncover roadblocks within your supply chain that could lead to delays in shipping.

 

Blockchain will provide interconnectivity between ledgers of supply chain trading partners, enhancing traceability of transaction history. Automating the flow of information among trading partners provides transparency and boosts efficiencies. Blockchain works with cryptocurrency to determine payment amounts, allowing drivers to be paid as they complete parts of their journey. This completely removes the transport broker from the equation, giving drivers access to quicker settlement. However, blockchain is still a technology that needs further development before it can be proved useful to some businesses.

Artificial Intelligence initiatives require specialists who are hard to find, potentially stalling any projects. AI utilizes algorithms to detect patterns in vast volumes of data and interpret their meaning such as predicting whether a carrier will be on-time based on weather conditions and past performance.

Predictive Analytics, often combined with Artificial Intelligence, helps shippers understand, automate and optimize their supply chain processes to gain better efficiencies. Predictive analytics provides shippers with actionable intelligence and predictions to guide the decision-making process, helping you to reduce costs and optimize operations. Scorecards on carrier performance can alert shippers on which carriers can better meet their service obligations.

The Internet of Things (IoT)– More devices, from pallets to trucks will have sensors embedded to transmit status and performance data. This real-time information will be used for monitoring everything from equipment health to asset locations to order tracking and more. Advanced analytical systems use the data to uncover trends that lead to predictions and performance improvements and cost reductions.

 

Originally published on Supply Chain Game Changer on March 14, 2018.

Screen Time! Is That Enough To Be Good In Supply Chain?

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How many screens do you have?  And is your screen time?

You likely have a Cell phone or a Smart phone.  You may have a Desktop computer monitor or a Laptop, or both, between your home and your place of work.  You may have a wearable device like a Fitbit or an Apple Watch.    You may have an iPad or other type of tablet.  And your TV may even have Internet connectivity.

We are surrounded by screens and the amount of time that we spend on them is truly  remarkable.

But for those who are learning about Supply Chain, or any other profession for that matter,  is it best to acquire that learning and gain that experience just by watching screens?  Or is it better in Supply Chain to learn based on actual physical experiences and interactions?

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The 5 Levels of Supply Chain Transparency!

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Supply Chain transparency article originally published by, and permission to publish here provided by, Sam Jenks at http://www.kodiakrating.com  

As the story goes, the meatpacking districts of Chicago were one of the first recorded drivers, towards the need, for supply chain transparency. The Jungle, authored by Upton Sinclair, outraged the American public in 1904, after Sinclair’s depiction of the harsh realities of the meat industry at the turn of the 20th century. The book sparked consumer concern, which prompted the Food and Drug Act and the Meat Inspection Act (Linich 2016).

One could even argue transparency — at it’s origin — is a byproduct of consumer concerns, materialized within poor production, social and/or environmental quality.

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Differentiate With Supplier Relationship Management (SRM)!

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Differentiate with a Supplier Relationship Management (SRM) article originally published by, and permission to publish here provided by, Michael Massetti, Executive Partner at Gartner.

Democratic institutions around the world promote the core doctrine that all people are created equally. This is clearly not the case in the world of supplier management. All suppliers are not created equally and they should all be managed with this distinction in mind.

This article on how to differentiate with Supplier Relationship Management will look at a model for stratifying and segmenting your supply base within the confines of a structured and formal supplier relationship program (SRP).

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