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, which means that...

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 most systematic way...

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 payment for, that...