Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – December 30, 2013
The end of the year is upon us and we say good-bye to 2013. As we begin 2014, I wanted to provide you with five strategies to consider that will help accelerate the financial growth of your business and boost its’ performance. 
  1. Think about effectiveness, not efficiency. It doesn’t matter how efficiently you work as an organization if you are not focused on the right activities, you will fail. Get better at what you’re already good at.
  2. Increase customer retention, not customer satisfaction. Customer satisfaction only tells you if you are meeting customer expectations. What if those expectations are too low? Focus on retaining existing customers and having them bring in new customers.
  3. Focus on growth, not cost savings. No organization ever cut their way to success, only survival. Focus on new products and new markets, and growing with your existing customer base.
  4. Focus on boosting performance, not increasing productivity. It’s important that we boost performance, meaning how we achieve something, instead of focusing on how productive we are. Performance focuses on results, productivity focuses on activities.
  5. Determine how to drive innovation, not eliminate waste. When you drive innovation you make enhancements and improvements to existing products and services and develop new ones, not just remove waste from existing operations.
All of these strategies are covered in my book, Redefining Operational Excellence, to be released by AMACOM in mid-2014. These ideas are just a sneak preview.

Feel free to use them to make 2014 a prosperous year.

 
To request an interview or more information, please contact:
 
Andrew Miller
416-480-1336
 
Follow me on Twitter @AndrewMillerACM
© Andrew Miller. All rights reserved. 2013.

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – October 21, 2013
We are always talking about being more efficient. At work. At home. At school. Efficiency and productivity are words that we throw around often. When we try to be more efficient we look at less labour intensive ways of doing things. We email instead of picking up the phone. We pick up the phone instead of making an in-person visit. We send automated messages instead of responding to someone. We skim the article instead of reading the whole thing. We plan our errands around stores that are located close to each other.
 
But I often wonder if our pursuit of efficiency sabotages our ability to be effective. I’m going to go out on a limb and say that it does. The world is so fast-paced that we are always looking for short cuts. These short cuts makes us more efficient, but not necessarily more effective.
 
How many times have you sent an email which led to a long trail of emails and a great deal of time spent, when a quick phone call would have resolved the issue? How often have you misinterpreted the tone of someone else’s written communication? What about not communicating at all because you believe it’s not worth the effort? How many opportunities have you lost because you have been pursuing efficiency and speed, not effectiveness?
 
I always tell my clients that they are better off focusing on a smaller number of good prospects and customers than treating every potential customer as equal.  This is the perspective we need for every aspect of our lives. Efficiency doesn’t mean that you are doing what is right, it just means that you are able to do whatever you’re doing faster.
 
Are you pursuing efficiency at the expense of effectiveness?
To request an interview or more information, please contact:
 
Andrew Miller
416-480-1336
 
Follow me on Twitter @AndrewMillerACM
© Andrew Miller. All rights reserved. 2013.