Finding Your “Sweet Spot”
To avoid being blind sided by your customers' changing needs, you have to constantly listen to the voice of your customer, and monitor and build new workflows to create new sweet spots. A great way to do this is through the use of surveys to (1) assess customer satisfaction in product quality, (2) assess satisfaction with the services offered, and (3) compare your in-plant to the outside services. NAPL has a proprietary tool called the eKG Competitiveness Survey that does exactly this.
Howie Fenton is an independent consultant who focuses on analyzing/benchmarking the performance of printing operations. Fenton helps companies use metrics, best practices and workflow strategies to streamline operations. Call (720) 872-6339 or email howie@howiefentonconsulting.com
