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Are You Ready for a Surprise Inspection of Your Service?
From:
Lisa Anderson M.B.A. - Manufacturing and Supply Chain Lisa Anderson M.B.A. - Manufacturing and Supply Chain
For Immediate Release:
Dateline: Claremont, CA
Tuesday, March 14, 2017

 
Who is responsible for service in your organization?

A commitment to stellar customer service is an ongoing process in which resources need to be dedicated to continuous improvement and exceeding customer expectations.

In almost every client, trade association and trusted advisor meeting I attend, service emerges as a hot topic. In today’s Amazon-impacted world, our expectations are high. Although we might not complain, good service is no longer sufficient.

If you don’t meet and frequently exceed expectations, you will lose customers. There are countless options available and loyalty runs only so deep. Thus, it makes sense to put aside time to think over key questions with your team:

1. Who is responsible for customer care in your organization? Are they able to impact service?

2. How do you measure servicing success? And how does it align with how your customers measure it?

3. Are your employees empowered to handle requests without annoying approvals that delay the customer?

4. Do you view ALL people who interface with the customer as key to customer satisfaction? For example, the truck delivery personnel, the technician and the doorman?

5. Do you know what your customers value — delivery on-time, in complete, quick turnaround, frequent communications, suggestions that aid the customer, etc.?

Did you like this article? Continue reading on how to be the Strongest Link in your organization:

Why Customer Service Trumps All

Why Customers Rule 

About APICS

APICS is the premier professional association for supply chain and operations management and the leading provider of research, education and certification programs that elevate supply chain excellence, innovation and resilience. APICS Certified in Production and Inventory Management (CPIM), APICS Certified Supply Chain Professional (CSCP) and APICS Supply Chain Operations Reference Professional (SCOR-P) designations set the industry standard. With over 43,000 members and more than 300 international partners, APICS is transforming the way people do business, drive growth and reach global customers.

The Inland Empire Chapter covers the inland empire region of Southern California, which spans the easternmost portion of Los Angeles county in addition to San Bernardino and Riverside counties.  The chapter offers educational classes, programs and special events in the hotbeds of manufacturing and distribution activity including Ontario, Riverside, and Temecula.  APICS Inland Empire partners with other organizations supporting manufacturing and distribution such as the DMA (Distribution Management Association), neighboring APICS chapters, industry leaders and government officials in support of furthering the region’s workforce development and growth.

 

About LMA Consulting Group – Lisa Anderson, MBA, CSCP

Lisa Anderson is a leading expert in selecting & implementing strategic priorities and ranked 16 most influential in supply chain by SAP. Anderson is Board approved in Supply Chain strategy by the Society for Advancement in Consulting, is an APICS Certified Supply Chain Professional (CSCP) and won the APICS Southwest District’s Milt Cook Award in 2011. Named a top 100 supply chain blogger on SupplyChainOpz, she has the unique ability to zero in on the critical strategic priorities and bridge the gap between strategy and execution to achieve dramatically improved service levels, accelerated cash flow and increased profits. With a keen focus on elevating business performance, Anderson is passionate about not only synthesizing strategic priorities that will deliver business results but also in designing an implementation approach that delivers rapid results.

Anderson, also known as The Manufacturing ConnectorSM, is currently working on a book entitled “The Amazon Effect” detailing a business roadmap to thriving in an ultra-competitive marketplace. A regular content contributor in topics including supply chain, ERP and SIOP, she has been interviewed for articles in publications like Industry Week, tED Magazine and the Wall Street Journal. She actively posts educational blogs three times weekly and has two newsletters, Profit through PeopleSM and “I’ve Been Thinking.”

Prior to founding LMA Consulting Group Inc., Anderson was the Vice President of Operations and Supply Chain of PaperPak, Inc. Her twelve-year tenure included transitions and promotions through the company transformation from a $100 million family-owned business, through a merger and acquisition of three businesses into one $350 million dollar global company, followed by a management leveraged buyout in combination with an investment banking group.

A sought-after writer and speaker, Anderson has spoken at the Global Supply Chain & Logistics Summit, the APICS International Conference and as a visiting lecturer at the University of Southern California’s Entrepreneurial Program. Anderson is the author of “Leverage Social Networks to Drive Business Results,” has published hundreds of articles and has been quoted in the media including The Wall Street Journal, ABC News and Industry Week.

With a blend of management, finance and operations, Lisa received her MBA with an emphasis in Finance from California State University Fullerton and her BSBA with an emphasis in Operations Management from the University of North Carolina at Chapel Hill.

She has traveled extensively throughout North America, Central America and Europe, including a summer in Oxford when attending the University of North Carolina. Lisa tries to make as many stops as possible at in New Orleans to enjoy a beignet at the Café de Monde. And, in recognition of her extraordinary tenacity to accomplish goals, her colleagues fondly refer to her as “pit terrier.”

News Media Interview Contact
Name: Lisa Anderson
Title: President
Group: LMA Consulting Group, Inc.
Dateline: Claremont, CA United States
Direct Phone: 909-630-3943
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