Archives for 2012

Customer Loyalty = Increased Profits

The Customer Loyalty Matrix is a tool used to evaluate the loyalty of your current customer base. Each circle on the matrix represents a group of your current customers. The crosshairs on the matrix represent the MARKET averages on Quality and Price, … [Read more...]

Business Unit Planning: The Product/Market Matrix

Planning at the level of a Strategic Business Unit (SBU) requires an answer to the question: “Where do we choose to compete?” Put another way, the question becomes, “Where shall we focus limited resources in order to compete most … [Read more...]

Value Stream Analysis

Every organization has one or more value streams, each of which is comprised of numerous processes, activities, inspections, and decisions.  Value streams begin with a customer inquiry into a product or service, and end with the delivery of, and … [Read more...]

Competitive Marketing Strategy: Product/Market Planning

Planning at the level of products and markets will answer the question, “How does the organization compete effectively?” And answering that question requires your planning team to address four additional questions: What is the Organization’s Current … [Read more...]

Business Unit Planning: The Product/Market Matrix

Planning at the level of a Strategic Business Unit (SBU) requires an answer to the question, “Where do we choose to compete?” Put another way, the question becomes, “Where shall we focus limited resources in order to compete most effectively?” The … [Read more...]

Success Stories: Manufacturer in Declining Industry Makes Breakthrough Market Share and Profitability Gains.

A small manufacturer of conveying, drying, and blending equipment for the plastics industry found itself in the unenviable position of actually losing market share in an industry that was in decline. With many plastics manufacturers taking operations … [Read more...]

Why Value is More Important than Satisfaction

Central to the stated or postulated discipline of Six Sigma, as opposed to the current practice of the discipline, is the role and importance of the VOC (voice of the customer) in driving the application of Six Sigma principles and methodologies. For … [Read more...]

Marketing, Six Sigma and Customer Value

Marketers, brand managers, product managers and planners would be well advised to break down the organizational barriers that exist between themselves and those curious folks that populate the continuous improvement corners of the organization. The … [Read more...]

The Shift from Customer Satisfaction to Customer Value

The next significant shift in Six Sigma will come from the jettisoning of the time-worn satisfaction model for the more realistic and information-laden customer value paradigm. The value model is significantly better suited to the information needs … [Read more...]

When is A Pricing Problem Not A Pricing Problem?

The answer is simple, when it’s a value problem. Value is the relationship between the quality of an organization’s product or service offering and the price that they charge for it. In many organizations it fairly common to hear the sales and … [Read more...]