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 - March 15, 2011
Robert T. Yokl
President & Chief Value Strategist
Supply Chain Surveys can make you Look Good
None of us like surprises or criticism, but we all like complements -- don’t we? Well, you can get a little bit of all three if you decide to employ customer surveys as a performance tool to get better than just good.
The whole idea of supply chain customer surveys is that you can’t really measure your supply chain department’s performance without your own built-in bias tainting the results. However, customer surveys provide you with the unvarnished truth that you need to hear to get better at what you do. To ignore this fact is tantamount to being in denial!
I have used customer surveys for years in our consulting practice to quickly get a handle on the good, the bad and the ugly of my client’s supply chain operations. The results have always been enlightening, instructive and quite often surprising, but never superficial!
Surveys will confirm your own opinions about your operations (i.e., strengths, weakness or opportunities) and/or raise concerns about what you thought was working – but isn’t. You will also find a few complements hidden within your survey results that will validate that your hard work is absolutely appreciated by your customers.
I organized my survey by department (purchasing, stores & receiving, central supply, mail/messenger, escort service, distribution, etc.) to cover all of my client’s supply chain operations. Then within the surveys I would ask about 15 questions about each division’s performance.
For example, telephone calls to distribution are handled courteously – all of the time, most of the time, some of the time, never. Your exchange care is replenished on time each day: all of the time, most of the time, some of the time, never. Your exchange cart contains all of your supply needs: all of the time, most of the time, some of the time, never.
Best of all, by utilizing supply chain customer surveys, at least annually, your customers will truly appreciate that you care about how your services impact their department and that you want to get better.
By doing so, it will make you look good in your customer’s eyes! Isn’t that a good enough reason to start surveying all of your customer’s opinions – today?
Warmest Regards,Robert T. Yokl
Chief Value Strategist
Strategic Value Analysis® In Healthcare
Bobpres@strategicva.com
1-800-220-4274Your Partner In Savings Beyond Price™,
P.S. If you would like me to send you a sample of the supply chain surveys that I use, just e-mail at bobpres@strattegicva.com and I will promptly send you one by return e-mail.
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