Savings Beyond Price™
Innovative Supply Savings and Quality Solutions That Work
by Strategic Value Analysis® in Healthcare
Did You Know...?
That Value Analysis Was Developed Back In the 1940's After World War II as a Way to Find Lower Cost but Higher Quality Alternative products and methods. This was Due to the Lack of Material Resources At The End of The War.
Savings Beyond Price -Weekly eNewsletter - December 2, 2009
Robert T. Yokl
President & Chief Value Strategist
Customer Surveys are Critical to Your Success!
Greetings,When I was a supply chain manager and now as a consultant I have always been a champion of customer surveys. It’s the best way I know the answer the question, “Is my supply chain department getting it right?” You would be surprised at the answers that you will get when you do so.
As a consultant, I have conducted hundreds of in-depth face-to-face interviews, telephone surveys, mail surveys, e-mail surveys, and web page surveys to understand the who, what, when, why and how of the people, processes, and things that are going right or going wrong in a client’s supply chain management operations.
I’m always amazed to find with these surveys that what supply chain managers think are their problems or challenges is usually quite different from what their customers perceive as the root causes on any issue.
For instance, supply chain management may believe that the reason more products aren’t being charged by floor nurses is that they are careless, lazy and indifferent. On the flip of side, the nurses believe the reason is because the hospital’s charge system is antiquated, time consuming and difficult to use. I usually find the truth is somewhere between the two extreme positions when looking for the real answers to any challenge.
My point here is that how would you know your nurses (or anyone else’s) opinions, positions or views on any supply chain topic if you didn’t survey them to understand what’s going right and what’s going wrong with your supply chain operations? It’s a mistake not to do so!
Annual surveys of your customers to understand their concerns, relate to their challenges and then correct any and all deficiencies in your supply chain operations, I have found, to be one of the critical success factors for state-of-the art supply chain operations. Otherwise, how would you get better, best in class and exemplary in your supply chain management?
Your Partner In Savings Beyond Price™,
Robert T Yokl
Chief Value Strategist
Strategic Value Analysis® In Healthcare
1-800-220-4274
P.S. If you haven’t ordered your FREE copy of our “The Supply Utilization Revolution” book to learn more about this emerging best practice don’t miss this extraordinary opportunity to do so. While supplies last.
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