Customer Servicein Manufacturing

Dick LamDec 2015

A Paradigm Shift

The only thing we know about the future is that it will be different. Trying to predict the future is like trying to drive down a country road at night with no lights while looking out the back window.

The best way to predict the future is to create it.

Peter Drucker

I am always a junior manager

• I only focus on figures which is related to daily operation

• I don’t have any strategic thinking; rather, just deal with reporting of expenses, staff turnover, absenteeism, canteen, dorm, daily sales, daily scrap & all trivial stuffs; above all, asking people do what they should do

• To certain extent, my work is rather lame to senior management; I don’t say anything presentable!

• I am just summarizing/restating something you have ever heard before

知人者智，自知者明

This is me…• BBA in Accountancy (HKBU)• Fellow of ACCA• Master of Arts in E-Business (CityU)• Worked in various MNC and industries, mainly

manufacturing in mainland China, focus on management accounting, business strategy, supply chain management and new business setup in PRC

• 2010~2012, Consultant in a US consulting company for a countrywide supply chain project

• Now, Director of Business Process of a US mfg co with focus on customer services to boost revenue.

勝人者力，自勝者強

Contact Details

Mr. Dick Lam Chor Ki

dicklam128@hotmail.com

http://dicklam128 .wordpress.com

http://www.box.net/dicklam128

善无主于心者不留，行莫辩于身者不立

Content1. What’s wrong?2. What leads to bad customer experience?3. Inherent Problems within and without

Organization from Operation Perspective4. The Value Chain & The Nuance5. Job Scope of Customer Service

– Routine– Ad hoc

6. Understanding Inventory – RM & FG7. Understanding Demand/Forecast

Content8. Tailor-made Data model9. Lead Time10. The tools – Excel and data to share11. Communication – internal & external

interaction12. Customer Visit - Agenda13. The Organization Structure of Customer

Service14. Role Conflict: Sales vs. CS15. Connotation

What paradigm shift?• Step backward and forward• Reactive => Proactive• Do everything, not restricted by role, position,

department but collaborate with everyone with the passion

• Face the finger-points• It is always the nuance that matters• Use thyself to change themselves• Customers are looking at ourselves, not oneself• Action on short term, planning for medium term and

mission on long term

Demand Pull System

We are all

Sales!

The world is changing …….• 1 to say Yes, 2 to say No• But nobody would like to talk to a Yes-man.• An overly agreeable employee that starts

out as a nice addition to the staff can turn out to be a chronic source of problems.

• Any employee who agrees to everything is not doing you any favors.

Pragmatism: Help me understand the reality!!!

The nature of Yes-man

• Yes-man is a liar as his month can only pronounce Yes and nothing more

• Yes-man is mindless and does not provide reliable resolution

• Yes-man is affable and make your own mistakes opaque to you

• Yes-man only provides hope for good• Yes-man ultimately kills you all!

I only know the truth when I am done

Your customers want to….

• talk to somebody who can materialize his commitment

• talk to somebody who understands the details of the problem, if any

• talk to somebody who knows the operation and knows how & where to improve

• talk to somebody who could counter-propose the customer to collaborate

You don’t have to ask permission to take responsibility

Mapping

Supplier (You) Customer (They)

• Sales• Customer Service• Supply Chain/Planning• NPI/Engineering• Sourcing/Purchasing• Finance• I.T.• Quality

Interaction enables collaboration

• Sales• Customer Service• Supply Chain/Planning• NPI/Engineering• Sourcing/Purchasing• Finance• I.T.• Quality

Product & Service

Awareness

Image

Distribution

Trial

Performance

Repeat

Value

Trust

Loyalty

Customer Loyalty

Brand

“Brand is the psychological contract between a company and its employees and between those employees and their customers

We have to keep doing more than our customers expect us to; we can’t worry about what other companies might do.”

Mavericks at Work

Your attitude is revealing the brand of the company

“…..Brands are all about emotions. And emotions are all about judgment. Brands are signifiers of our emotional responses, which is why they are so important in the world of commerce.…..”

“…..We interpret, we emote. We can thereby believe that the object of our interpretation is sad or happy, angry or calm, sneaky or embarrassed. And, in turn, we ourselves can become emotional just by our interpretation of others.…..”

Donald A. NormanYour customers only remember your company name….

4 Capitals for Organization

Economic Capital

• Fund• Facilities• Equipment• Copyright• Database

HumanCapital

• Experience• Education• Knowledge• Skill

Psychological Capital

• Confidence• Hope• Optimism• Resilience

Social Capital

• Relationship• Network• Friends• Reciprocity

Thyself to influence others

Are you ready to change?

• It is not a wish• It is an inner urge• It should start from the heart and the

mind of the leader• What is the change within yours?

佛在靈山莫遠求 ,靈山只在汝心頭。人人有個靈山塔 ,好向靈山塔下修。

Side-tracking

人不管是誰都無法看清現實的一切 , 大多數人只希望看到自己想看到的和想要的現實而矣尢里烏斯 凱撒

veni vidi vici

It’s not the work of organization to develop people, but people are given the opportunity to develop by doing the work of the organization

Tom Thomison

So, what do you think CS should do?