Organization structure

Hi I don’t agree that a lean organization leads to a better customer experience!!!

Hi Friends another topic for debate.

I don’t agree that lean is equivalent to better customer experience.

The reason for my saying this is that removing a layer may not necessarily translate into faster flow of information. What I mean to say that by reducing a layer from an organization may not result in customer pain flowing in faster. read more

The Customer Experience Circle

Who matters most your employee or the customer in an customer experience oriented company

The Customer Experience Circle

Hi Friends,

I think this in one of the most important circle any organization needs to be aware of.

The customer experience circle:

If you don’t understand this circle then you would never be able to provide that level of customer experience which the customer is looking for. If you observe closely you may appreciate that the customer experience is at the hand of the touch points. Which are largely outsourced which I shared in one of my earlier post (The rise and fall of Roman empire due to outsourcing their most critical activity). read more

Outsourcing a boon or evil in disguise

Outsourcing a boon or an evil in disguise

Hi Friends,

Its one of my favorite topic

Is outsourcing a boon or an evil in disguise

While outsourcing does help in terms of reducing the cost of an organization at the same time it has its own side effect. So why do we do outsourcing is the determining factor. Is it because of cost or due to the expertise of the organization been given the order? read more

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