Some may think these terms are synonymous. However, it occurred to me the other day, that while we might be a satisfied customer, this isn’t always elevated to a successful outcome.
There is a big difference from being satisfied at a tactical level and creating success at a strategic level.When implementing quality & risk management solutions, for example, the selection experience and usability of the technology can be very satisfying.But that doesn’t mean it will transform the success of the business.What are the ultimate possibilities of the implementation, beyond automating a process?
The premise of Operational Excellence is not only to achieve customer satisfaction, but to achieve greater success in the business.If you have created a fantastic product and wonderful brand experience that initially satisfies your customers, is that enough? What about extending that opportunity to new markets where other customers would benefit from the same? And what will happen to the life cycle of the customer’s use of the product – will their use be merely satisfying or provide some degree of success or next step? Extending satisfaction to success is the real growth opportunity.
Which brings me back to what the implementation of systems that support Operational Excellence should achieve.Costs,quality,compliance, globalization, and customer demands are forcing manufacturers to find ways to do more with less, and technology adoption is critical to satisfying these demands and also to achieving greater success.For example:
User satisfaction has been important to ensure the easy adoption of quality & risk management tools.As such, disparate and home-grown solutions satisfied immediate requirements for capturing or automating data within siloed functions. Yet, that hasn’t stopped critical quality issues and non-conformances from occurring – a result of focus on satisfaction but not success.
A maturing manufacturing software landscape continues to enable a more refined focus on metrics and KPIs.Automated data management is satisfying a deeper analysis of performance.Success depends on understanding the real-time metrics that enable proactive quality management.
Advancements in next-generation manufacturing software and technology are enabling organizations to more readily identify areas for improvement.By continuing incremental steps beyond satisfaction towards success, these advancements will be key to accelerating operational excellence.As you look to your own technology roadmap,consider not only what will satisfy your functional requirements, but also how implementation, vendor support, time-to-use, and integration amongst systems will deliver success.