Category: Customer Process

Driving Efficiency: Lean Six Sigma

Special thanks to Murali Budagavi (Vice President of Avantor Business System (ABS) ) and Ramani Velu (President – Southeast Asia for Air Products) for their contributions The first concept of combining Lean and Six Sigma methodologies was created in 2001 by a book titled “Leaning into Six Sigma: The Path to Integration of Lean Enterprise […]

Maintaining Customer Relations (and Remote Working)

Thanks to Jeff White (President of EMD Electronics, a business of Merck KGaA) for his contributions All companies have been faced with the challenge of maintaining robust and consistent customer relations in the midst the pandemic. In Salesforce’s annual (2020) ‘State of Service’ survey, it stated “the pandemic exposed avariety of customer related shortcomings. Eighty-eight […]

Driving customer focus and efficiency

Thanks to Chris Ebeling (Executive Vice-President of Sales & Marketing, US Bulk, Messer Americas) his contribution Balancing customer focus and efficiency is absolutely essential for any company that desires to maximize its ability to attract, serve and retain customers through the various economic cycles. Covid-19 has taught us that companies that were ‘deficient’ on one […]

Customer and process – Balancing the organization

Thanks to Chris Ebeling (Vice-President of Sales & Marketing, Executive Vice-President of Sales & Marketing, ) and Jeff Bezos (CEO, Amazon) for their contributions When running a business division or even an entire company, there is constant friction between being customer focused and being process focused. It’s a constructive friction that often swings like a […]



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