What do our customers expect from us? The Total Quality movement from the 1980’s preached that the people we work with are either “suppliers” or “customers.” We played the role of either one. The idea of TQM was to do the right thing right the first time when we, as “suppliers,” serve our “customers.” WeContinue reading “What Our Customers Expect”
Tag Archives: marketing
Formulating the Operations Strategy
Every enterprise has a strategy. Not all have an operations strategy. A strategy is not a vision nor is it a mission. A strategy is also not a goal and nor is it an action plan. A vision is a desired future state. Where do we want to be 1 to 5 years from now?Continue reading “Formulating the Operations Strategy”
Dissecting Demand and Its Four (4) Stages
What do we think of when we discuss demand? We tap it, capture it, deliver it, and get people to pay for it, but do we really know what it is? We equal demand with how long a line is at a restaurant, or by the sheer number of customers at a shop. We sayContinue reading “Dissecting Demand and Its Four (4) Stages”
Developing the Right Demand Fulfilment Strategy
A large fast-food chain hired executives from a fast-moving consumer goods (FMCG) multinational. The owners of the fast-food chain wanted the best and the brightest and they thought that the former executives from the multinational FMCG would best meet their expectations. They were almost right. The former executives spent a lot of time revamping theContinue reading “Developing the Right Demand Fulfilment Strategy”
Solving Problems, Cultivating Ideas Together
I worked for Procter & Gamble Philippines in the late 1980’s. I was a production manager who oversaw the food packing lines of the company. As production manager, I was invited at times to join the food brand team meetings led by marketing managers, who were responsible for their respective products’ success. P&G is famousContinue reading “Solving Problems, Cultivating Ideas Together”
How Sales & Supply Chain People Can Work Together
Customer inquiries and quotations have long been seen as traditional jobs of sales professionals. Field sales representatives visit customers and strive to get orders from them. When customers inquire, sales professionals are expected to answer with accurate information. Trouble starts when sales professionals have no adequate answers to give. Sales professionals may know prices, terms,Continue reading “How Sales & Supply Chain People Can Work Together”
Five (5) Lessons from Frescoes
The Sistine Chapel is a highlight for visitors at Vatican City in Rome, Italy. Located adjacent to St. Peter’s Basilica, the relatively small chapel attracts thousands of tourists who wish to get a glance at its frescoes especially the ones painted by the renowned medieval artisan, Michelangelo, from the years 1508 to 1512. In aContinue reading “Five (5) Lessons from Frescoes”
Ellery's Essays 