SlideShare una empresa de Scribd logo
1 de 6
Descargar para leer sin conexión
ADVISORS, LLC
                      WILLOWTREE
                                                                                                                     VOLUME 1, ISSUE 1




                                                THREE SIXTY TRENDS

                                                FEBRUARY, 2012




                                              ACCIDENTAL MULTI-SOURCING                                              BY KATHRYN DOUGLASS
INSIDE THIS ISSUE:
                                                I don’t view “multi-sourcing” as a new era       methodologies and technologies, duplica-        could take many more months. If the
                                                or new trend in sourcing. The concept            tion of effort and costs, lack of account-      legal arrangements are pursued in isola-
                                                has been around for many years, albeit           ability and customer dissatisfaction. Done      tion, without any consistency in require-
ACCIDENTAL                           1          under other names --- such as “best of           correctly, it can be a very flexible way to     ments, a clear, overarching strategy and
MULTI-SOURCING
                                                breed” and “selective” sourcing. I see this      get the best solutions for a complex            complementary responsibilities -- the
                                                model as a natural evolution for certain         environment. In either case, the hard           resulting disconnects, white spaces and
SERVICE DELIV-                       1          organizations, whose high process disci-         work is up front. Defining the portfolio of     duplications will consume resources and
ERY MODELS                                      pline, governance and sourcing /                 services, and determining their suitability     create headaches for a very long time.
                                                organizational sophistication allow it to        for internal, external or joint sourcing, and
WTA EARNS MO-                        2          work with multiple providers and act as          determining how to group services and
BIS CONTRACT                                    the “prime” in the overall delivery model.       deal with the “grey” areas and touch
SCHEDULE
                                                There are organizations that have used           points is critical preparation to engaging
                                                this strategy to great success for many          with service providers.
OUTSOURCING                          2          years, but there are also those that have
                                                                                                 Secondly, most organizations who under-
SERVICES AP-                                    tried it and failed. Why does it work for
                                                                                                 take a services sourcing agreement for
                                                some and not others?
                                                                                                 the first time seriously underestimate
OUTSOURCING OR 3
                                                There are two important considerations           how challenging it can be to manage the
STAFF AUG?                                                                                                                                       WTA is Headquartered in Denver
                                                surrounding multi-sourcing: clear vision/        agreement. A multi-sourcing delivery
LEAN THINKING                        3          strategy and management discipline.              model requires far more attention, inter-
                                                                                                 face and coordination than a single             There has been a trend lately to recom-
                                                Multi-sourcing is the tactical realization of    source service delivery model. Enormous         mend multi-sourcing as the “right” way to
TOP 10 COMMU-                        4          a sourcing strategy for service delivery.        challenging exist in managing three or          source -- without consideration of the
NICATION FAUX                                   It is a path that should be undertaken           four different services providers, and the      client circumstances. I believe strongly
                                                purposefully, with careful planning and          touch points, processes and communica-          that multi-sourcing is not for everyone.
CUSTOMER HIGH-                       4          coordination. Sometimes, organizations
LIGHT—WESTERN                                                                                    tions between each of them and the client       Clients should be aware of the considera-
                                                find themselves in a “multi-sourcing”            organization. I would not recommend this        tions inherent in this model and carefully
DISPOSAL
                                                environment after making serial, and             approach for a company that is resource         investigate whether or not it will work for
                                                sometimes independent, decisions                 or process challenged, or one whose time        their organization. If the organization is
WTA WELCOMES                         4          around sourcing – I call this “accidental        horizon is short term. Getting multiple         up to the management and process
NEW TEAM MEM-                                   multi-sourcing”.
BERS                                                                                             service agreements in place will be only        challenges, and the strategy enhances
                                                This multi-sourcing-by default model is          the first challenge. Getting the operating      and optimizes its delivery of services –
WTA ENGAGES                          5          riddled with pitfalls, including the possibil-   agreements and common processes set             multi-sourcing can be very effective.
NEW MARKETING                                                                                    up among the various service providers
                                                ity of disjointed processes, inconsistent
FIRM
COMMUNICATION                        5
THOUGHTS FOR
                                              SERVICE DELIVERY MODELS
CONSULTANTS
                                                Thanks to Lou Dobbs and many of our              company employees may have lost their           sourced internally, often called “in-
                                                politicians, most Americans think that           jobs, there may be no net US job loss.          sourcing”, or they can be sourced exter-
                                                outsourcing is synonymous with offshor-          Often, employees who are affected by            nally, typically known as “outsourcing”.
                                                ing – in other words, moving US jobs to a        outsourcing keep their old jobs but are         Most companies have service delivery
                                                foreign company. The impression is that          simply “rebadged” – they go to work for a       models, which may include a combination
                                                any company who outsources is forcing            third-party company but deliver the same        of these sourcing approaches. Some
                                                US jobs overseas. Not always.                    type services they formerly performed as        complex delivery models involve multiple
                                                                                                 employees.                                      processes or sub-processes/services,
                                                Many people would be surprised to learn
                                                                                                                                                 which may be sourced to multiple third
                                                that many of the Outsourced services are         If this all sounds confusing, let’s take a
                                                                                                                                                 parties , what we call “multi-sourcing” or
Our symbol is the WillowTree, known for its     being provided by US companies, with US          look at the terminology to see what it all
                                                                                                                                                 in some cases, “best of breed sourcing”.
     resilience, strength and flexibility.      Citizen employees. Even some foreign             really means. “Sourcing” is simply the act
                                                companies provide outsourcing with US            of obtaining designated services from a
                                                Citizen employees. Often, even though            particular source. Services can be
THREE SIXTY TRENDS                                                                                                            Page 2
        THREE SIXTY TRENDS                                                                                                            Page 2



WTA EARNS MOBIS CONT RACT SCHEDULE
WTA EARNS MOBIS CONTRACT SCHEDULE

    Provider of Lean Consulting Services          while improving customer and         The following are real results from
    to the Federal Government                     employee satisfaction,” said Kath-   organizations that resulted in costs
                                                  ryn Douglass, WillowTree Advisor     savings and improved services to cus-
    In November, WillowTree Advisors              managing partner. “This opportu-     tomers:
    (WTA), began offering business                nity is an excellent way for the
                                                                                            Lean is the reason that an Iowa
    transformation and Lean consulting            Federal Government to optimize
                                                                                            business can now obtain a clean             “Lean Government is
    services to the Federal Government            its operations and focus on the
                                                                                            water permit in four and a half
    with recent approval from the General         customers and stakeholders it is                                                      about increasing our
                                                                                            months instead of 28.
    Services Administration (GSA) under           serving.”                                                                             capacity to do good.”
    the MOBIS Schedule, SIN 874.1,                Lean Government initiatives cen-          Lean is the reason that, in S.
    contract number GS-10F-0002Y.                 ter on the agencies’ work and             Carolina, the lead time for proc-
    Today’s economic and political pres-          operations, helping them think            essing storm water applications
    sures have pushed governments to              differently about the way they            dropped from 47 days to 10.
    do more with less. Lean Government            work, while increasing capacity
                                                  and adding value for those they           Lean is the reason that, at BAE
    methodology enables agencies and
                                                  serve. Lean initiatives focus on          Systems, the time to upgrade the
    public entities to do more with the
                                                  eliminating administrative and            enterprise resource planning
    resources they have and provide
                                                  transactional waste and lead the          (ERP) system was reduced from
    better services to their stakeholders
                                                  organization to design and imple-         24 months to six.
    and constituents.
                                                  ment its processes by directly       We’re betting that Lean initiatives will
    “The application of Lean techniques to
                                                  focusing on achieving desired        be a key focus this year in federal, state
    business processes can save time,
                                                  outcomes.                            and local governments.
    reduce waste and eliminate costs –




  OUTSOURCING SERVICES APPROACH

    Whether an organization is just getting started        helps companies establish successful out-           tomer focus on the root cause of issues that can
    with a significant outsourcing transaction; or         sourced service provider relationships by using     up-end even the most well-negotiated services
    negotiations are completed and the team is             process improvement and organizational trans-       agreement. We help our clients establish a
    getting ready for transition; or the team is ex-       formation methodologies to streamline the           healthy working relationship, with sound commu-
    periencing dissatisfaction with an existing                                                                             nications and operational proc-
    relationship --- it pays to take an holistic                                                                            esses that help avoid cost overruns,
    approach and consider the way in which                                                                                  value leakage, performance prob-
    the organization will use the services, and                                                                             lems and the expense of contract
    address these issues directly.                                                                                          breakage or renegotiations.

    During the initial stages of an outsourcing                                                                               The 360 Approach can be applied
    initiative, significant focus is placed on                                                                                with new services contracts in
    pricing and contractual negotiations.                                                                                     transition, existing services con-
    Less focus is usually placed on the com-                                                                                  tracts needing revitalization or
    munications, operational change manage-                                                                                   remediation, renewals with current
    ment and process adjustments that need                                                                                    service provider, or services trans-
    to be made in order to successfully ac-                                                                                   fer between providers.
    commodate the new service delivery
                                                                                                                              The 360 Approach for all outsourc-
    model. As a result, customers often find
                                                                                                                             ing scenarios focuses on an end-to-
    themselves one or two years into a major
                                                      Tate and Lyle, Americas Headquarters in Decatur, Illinois, where a     end analysis in five key dimensions:
    services agreement, with customer satis-
                                                     team of WTA advisors has been working with the Global SAP Imple-
    faction issues, performance and cost                                                                                      · Process Maturity
    problems, and significant concerns over                                                                                   · Organizational Maturity
    whether the arrangement is successful.                                                                                    · Contract Relevance
                                                           processes and organizations that feed, manage                      · Service Cost
    360 Sourcing Services™ a service offering for          and interact with the outsourced services. By                      · Service Quality
                                                                                                               This holistic approach ensures that all key areas
    contract remediation and services transition,          utilizing this new approach, we help the cus-
                                                                                                               of sourcing are addressed.
VOLUME 1, ISSUE 1                                                                                                                            Page 3



OUTSOURCING OR STAFF AUG?                                             BY KATHRYN DOUGLASS

   Outsourcing vs. Staff Augmentation             Outsourcing Scenario 1: Company A, a        Let’s see how staff augmentation is
                                                     New York based company, chooses             different.
   While outsourcing involves contracting
                                                     to contract with Service Provider X
   with a third party for entire processes
                                                     to deliver support for its Customer         Staff augmentation: With staff
   or services, there is another, some-
                                                     Call Center, which is in New York.          augmentation, a third-party pro-
   what-related approach, often confused
                                                     Service Provider X has a call center        vides temporary employees to a
   with outsourcing. This model is called
                                                     already established in Arizona, and         firm for a particular project or
   “staff augmentation”. There is a subtle
                                                     it shifts the work from the com-            service, and those employees join
   difference between outsourcing and
   staff augmentation. There are some
                                                     pany’s location in New York to              with the firm’s team to help deliver               “The application of
                                                     Arizona. Most of the employees are          services for a period of time. The
   tests to help determine whether the
                                                     terminated.
                                                                                                                                                    Lean techniques ..
                                                                                                 test for staff augmentation is the
   relationship is true “outsourcing”:                                                                                                                 can save time,
                                                  Outsourcing Scenario 2: Company A              inverse of the outsourcing test. The
                                                     chooses to outsource with Service           project or service is managed by                   reduce waste and
      Outsourcing: If a firm gives a third
                                                     Provider X. Service Provider X              firm, and the price varies based on
      party the full scope of the responsi-          chooses to purchase Company A’s             what services that are requested.
                                                                                                                                                     eliminate costs…”
      bility for service delivery, it is proba-      facility and hire all of its employees      Billing by the hour is typically indica-
      bly outsourcing. Outsourcing typi-             to deliver on the contract.                 tive of staff augmentation arrange-
      cally implies that there are fixed          Outsourcing Scenario 3: Company A              ments. If there are no set deliver-
      deliverables or services, managed              chooses to outsource its call cen-          ables and there are no service
      by the third party, with some con-             ter services to a Service Provider,         levels, this is probably a staff aug-
      tractual performance standards.                who is responsible for all calls            mentation relationship.
      Because there is an agreed-to                  placed to the call center. The Ser-
      charge for those deliverables or               vice Provider offers end-to-end          Why does this matter? It matters
      services, fixed-price arrangements             services, including the systems and      significantly in several key areas:
      are typically indicative of outsourc-          software to track and resolve            contract negotiations, pricing, service
      ing. Let’s look at some scenarios:             issues and problems. Pricing is          levels and contract governance.
                                                     typically on a by-the-user basis.




LEAN MINDSET                     BY SCOTT ZIMMERMAN


   "Lean" seems to be everywhere. What            our work environment, we think not of       is difficult to create the mindset of
   started as Western manufacturers               'change', but 'improvement'. We also        peacetime operations. Everyday activi-
   emulating Toyota's unique production           think of improvement as global - if my      ties, the management of the mundane,
   methods has now been implemented               job gets easier, but my internal cus-       takes discipline and will, but not individ-
   in every industry from healthcare to           tomer's or supplier's job gets harder, it   ual "above and beyond the call of duty"
   the public sector. There is Lean Ac-           may or may not be the right move,           courage. Fire prevention is the answer,
   counting, Lean Sigma, Lean Service –           depending on the overall cycle time,        not putting out fires. How many times
   I’ve even seen ‘Value-Based Lean Six           transparency, quality, etc.                 have we been told that an ounce of
   Sigma (VBLSS) teams – now there’s a            The Lean Enterprise Institute dis-          precaution is worth a pound of cure,
   mouthful! The tools springing from this        cusses Lean Management in this way,         but we reward the firefighter, not the
   "methodology" are point-effective. By          also. Using Deming's terminology, the       fire preventer. Daily operations call for
   that I mean that the tools are effective       lean mindset understands change in          making the job easier, not overcoming
   at solving a single problem, but unless        the context of Plan, Do, Check, Act. I      adversity to get the job done.
   the underlying philosophy is embraced,         describe it in as the Closed-Loop
   the result will be limited to that issue,      Methodology. Closing the loop is the        The Lean Mindset, then, is thinking
   that point.                                    foundation for every important mana-        constantly in terms of global improve-
                                                  gerial system. It's the way systems         ment, creating self-managing, closed-
   What's missing is a Lean Mindset. We           engineers view the world, and how           loop systems, and developing an or-
   run around the operation as ham-               junior officers are trained to think in     ganization that values predictable
                                                                                                                                             Scott Zimmerman is actively
                                                                                                                                            blogging on Lean topics on the
   mers, seeing nails everywhere. In-             the military.                               operations that obviate the need for
                                                                                                                                                    WTA Website.
   stead, we need to give voice to our                                                        heroic comebacks.
   inner engineer, and our inner leader-
   ship guru. Engineers stake their ca-           The best leaders in the military are not
   reers on analyzing problems and                what Jim Collins would call "Level 4
   designing solutions, and the leadership        Leaders". Contrary to popular lore,
   gurus facilitate change in an organiza-        they are not heroes. In fact, one of the
   tion. If we, as operators, supervisors,        tenets of Lean is to create a team, not
   managers, and executives have a                heroes. Having literally led a team of
   common approach to our work and                courageous firefighters, I know that it
THREE SIXTY TRENDS                                                                                                          Page 4



TOP 10 COMMUNICATION FAUX PAS IN CHANGE MGMT

   When Communicating on any type of critical project, including business transformation, and outsourcing, how can
   you go wrong? Let me count the ways...

   1.    Not developing a communications strategy and plan
   2.    Communicating only with “select” individuals                                                                          “When you are leveling
   3.    Letting “bad news” sit
   4.    Not anticipating and thinking through answers to critical questions                                                   with employees about
   5.    Approaching communications as an afterthought                                                                         what is coming down
   6.    Sending “mixed” messages
   7.    Conducting only “one-way” communications                                                                                 the pike, skip the
   8.    Being afraid to communicate                                                                                                 platitudes.”
   9.    Communicating inconsistently
   10.   Not tying the communications to real business outcomes

   No matter what kind of change an organization is undertaking, communication can make it a success or doom it
   to failure. Don’t let these problems happen in your project!


WTA WELCOMES NEW TEAM MEMBERS AND PARTNERS

   Our extended team has grown                Toni Martin—Administrative           Ed Powers—Strategic Planning
   over the last year and we are              Assistant                            Expert
   pleased to welcome several new
   associates, consultants, teaming           Colleen Kindler—Lean Expert          Triche Guenin– Lean Six Sigma
   partners and support staff mem-            Catherine LeRoi—Lean Expert          Expert
   bers.                                                                           Spitfire Group, Inc.
                                              Matt Bross—Financial Expert
         Laura Powers—Technical                                                    Interfacing Technologies, Inc.           Colleen Kindler, Ed Powers and Triche
                                              Scott Zimmerman—Lean                                                         Guenin take a break from working on the
         Writer
                                              Expert                               The Great Online, Inc.                  Denver Water Lean Enterprise Project.



CUSTOMER HIGHLIGHT: WESTERN DISPOSAL

   Company Overview:                               Approach:                                          WTA then proceeded to document and map all
                                                                                                      processes within this critical area of service for
   Western Disposal is a family-owned busi-        WTA performed a one week assessment, which
                                                                                                      Western Disposal. As part of this process, WTA
   ness, headquartered in Boulder Colorado,        identified business issues and laid out the key
                                                                                                      consultants identified key improvements to the
   that started over 35 years ago with
                                                                                                                   system, to the business processes
   one truck and a vision of what custom-
                                                                                                                   and to the training for customer
   ers would value in a trash collection
                                                                                                                   service representatives.
   company: dependable, on-time service
   from friendly, well-trained employees.                                                                           Results:

   Western Disposal has 120 employ-                                                                                 WTA identified and installed a web
   ees, over 70 vehicles on the road                                                                                based collaboration tool, which now
   each day and 35,000 residential and                                                                              houses the documentation for all
   commercial customers. Western                                                                                    business processes, all training
   Disposal attribute its success to the                                                                            tools and job aids.
   commitment to provide the best ser-
                                                                                                                    The tool selected was Interfacing
   vice to all our customers every day.
                                                                                                                    Technologies, Enterprise Process
   Business Problem:                                                                                                Center ( EPC) BPM solution.

   Western Disposal was working with
                                                Western Disposal, Headquartered in Boulder Colorado, was the site “We chose the EPC because, not
   an aging, in-house developed CRM              of an extensive assessment and process mapping for customer      only does it meet the client require-
   system that was the heart of its busi-                         service and sales departments.                  ments, but we felt that it represents
   ness. They wanted to know if the high                                                                          us well and will serve as a reminder
   turnover and difficult training for its cus-      business processes within the customer ser-      of the engagement”. Kathryn Douglass
   tomer service reps was a result of the sys-       vice and sales organization.
   tem and if that system needed to be re-
   placed.
VOLUME 1, ISSUE 1                                                                                                          Page 5



WTA ENGAGES THE GREAT ONLINE

   WTA has been very busy with              net marketing, blog development         at www.willowtreeadvisors.com
   marketing over the last year or          and electronic customer out-            (Designed by Colorado Web Solu-
   so,, and earlier this year, our          reach. The team of Joe Caston,          tions) , our Facebook Page
   Marketing Assistant, Brett Piche,        Julianne Salisbury, Suzanne Tran-       www.facebook.com/
   left to complete his MBA and             tow are providing great support         willowtreeadvisors and our Linked
   start his own business. So we’ve         for our website, Linked In and          In page at www.linkedin.com/
   taken our own advice and out-            Facebook presences.                     company/2279508?trk=tyah .
   sourced! We have engaged a                                                       You can also follow us on Twitter:
                                            If you haven’t already done so,
   local Denver marketing firm, The                                                 WTA80209.
                                            please check out our new website
   Great Online, to assist with inter-

COMMUNICATION THOUGHTS FOR CONSULTANTS

   It doesn't matter how brilliant,         you can't get excited about what        see what I can do." Are you con-
   competent or even right you are.         you're talking about, don't expect      vinced that the person will resolve
   If you can't master people skills,       anybody else to. You must show          your problem? Roger Dawson
   you'll get left in the dust. Commu-      people that you believe what            says: "There is a place in heaven
   nication lapses will affect your         you're saying. Enthusiasm should        for every person who says, `I'll
   people skills.                           not be faked. Think about it in         take care of it.' " A customer
                                            terms IASM: I Am Sold Myself.           doesn't care whether or not the
   How we communicate with oth-
                                            Low energy, monotone voice and          problem was your fault; she cares
   ers has a tremendous impact on
                                            a corpse-like appearance will not       only that you'll resolve it. Speak
   our business success or failure.
                                            convey that message. Project            confidently, take responsibility and
   Here are some of the more com-
                                            energy through an animated voice        follow through.
   mon communication mistakes
                                            and purposeful gestures. If you
   people make:                                                                     5. "Yes, but ..." -- not listening. The
                                            don't believe in yourself and show
                                            it, no one else will.                   most important communication                   “Whenever you
   1. Me, me, me -- focusing on our
                                                                                    skill -- listening -- is also the hard-
   own agenda. It doesn't matter
                                            3. Arrogance -- an "I'm right"
                                                                                                                                 respond … with “yes,
                                                                                    est to master. But there is noth-
   what you want. What matters is                                                                                                  but…” it’s a sure
                                            attitude. It doesn't matter if you're   ing that makes people feel more
   what the other person wants. Zig
                                            right and you know it. Being            validated than being listened to.              sign you haven’t
   Ziglar said that you can get any-
                                            closed-minded to others' ideas or       Effective listening requires show-                listened.”
   thing in life you want if you help
                                            confronting or challenging differ-      ing people that you're listening,
   other people get what they want.
                                            ent opinions creates an opponent        through eye communication and
   When you frame your communi-
                                            out of your colleague, not an ally.     vocal responders ("mm-hmm")
   cation from their point of view,
                                            You can challenge or accuse or          and letting them know you heard
   you will be more successful.
                                            insist all you want, but "a man         them through appropriate re-
   A business advisor I know once           convinced against his will is of his    sponses.
   asked an insurance agent what            own opinion still." You win people
                                            over more effectively with an open      Whenever you respond to some-
   she thought about every time she
                                            -minded attitude, a willingness to      one with "Yes, but...," it's a sure
   talked to a client or prospect. She
                                            say: "Well, you might be right. I       sign you haven't listened. Before
   replied: "Making the sale, making
                                            hadn't thought about that. Let's        you state your response, make an
   more money. I've got to do this for
                                            discuss that possibility." You'll be    effort to paraphrase what the
   my children, their well-being, their
                                            amazed how often people will talk       other has said ("So what I hear
   future." My friend suggested that
                                            themselves out of their point of        you saying is ...") or to identify the
   instead of thinking about her
                                            view and see their way clear to         feelings behind what the other
   children, she think about the
                                            yours if you don't treat them as if     said ("You must be so proud").
   client's children -- their well-being,
                                            they're wrong.                          When people feel listened to,
   their future. With that new ap-
                                                                                    they're more likely to listen to you
   proach, her business turned
                                            4. Weasel words -- lack of convic-      in return. That creates a connec-
   around almost overnight.
                                            tion or responsibility. Let's say you   tion that creates understanding,
   2. Ho-hum -- no enthusiasm for           express a complaint to a vendor,        improves relationships and capi-
   your idea, product, service, self. If    and the response you get is: "I'll
Visit us on the Web!

http://www.willowtreeadvisors.com




WILLOWTREE ADVISORS, LLC


3773 Cherry Creek North Drive #575
Denver, CO 80209



Phone: 888.998.0008
Fax: 888.233.1472
email: mail@willowtreeadviosrs.com
www.willowtreeadvisors.com




           F A S T .       F L E X I B L E .   F O C U S E D .

Más contenido relacionado

Destacado

Motor Learning(kebangkitan dan kebimbangan dalam sukan)
Motor Learning(kebangkitan dan kebimbangan dalam sukan)Motor Learning(kebangkitan dan kebimbangan dalam sukan)
Motor Learning(kebangkitan dan kebimbangan dalam sukan)ammarothman
 
Ejercicios atención y memoria
Ejercicios atención y memoriaEjercicios atención y memoria
Ejercicios atención y memoriaIsadel
 
Case Study
Case StudyCase Study
Case Studymelehman
 
Catalog Avon Ian Feb2010
Catalog Avon Ian Feb2010Catalog Avon Ian Feb2010
Catalog Avon Ian Feb2010Ramona Elena
 
Catalog Oriflame Ian Feb 2010
Catalog Oriflame Ian Feb 2010Catalog Oriflame Ian Feb 2010
Catalog Oriflame Ian Feb 2010Ramona Elena
 
( Auto ajuda) # - silvio t correa - quem comeu minha goiabada
( Auto ajuda)   # - silvio t correa - quem comeu minha goiabada( Auto ajuda)   # - silvio t correa - quem comeu minha goiabada
( Auto ajuda) # - silvio t correa - quem comeu minha goiabadaClínica Remédios Lages
 

Destacado (7)

Motor Learning(kebangkitan dan kebimbangan dalam sukan)
Motor Learning(kebangkitan dan kebimbangan dalam sukan)Motor Learning(kebangkitan dan kebimbangan dalam sukan)
Motor Learning(kebangkitan dan kebimbangan dalam sukan)
 
Ejercicios atención y memoria
Ejercicios atención y memoriaEjercicios atención y memoria
Ejercicios atención y memoria
 
Case Study
Case StudyCase Study
Case Study
 
Catalog Avon Ian Feb2010
Catalog Avon Ian Feb2010Catalog Avon Ian Feb2010
Catalog Avon Ian Feb2010
 
Catalog Oriflame Ian Feb 2010
Catalog Oriflame Ian Feb 2010Catalog Oriflame Ian Feb 2010
Catalog Oriflame Ian Feb 2010
 
Goal setting
Goal settingGoal setting
Goal setting
 
( Auto ajuda) # - silvio t correa - quem comeu minha goiabada
( Auto ajuda)   # - silvio t correa - quem comeu minha goiabada( Auto ajuda)   # - silvio t correa - quem comeu minha goiabada
( Auto ajuda) # - silvio t correa - quem comeu minha goiabada
 

Último

UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGlokeshwarmaha
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
Amazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the companyAmazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the companyfashionfound007
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Lviv Startup Club
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentationbaron83
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsyasinnathani
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfJohnCarloValencia4
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)tazeenaila12
 
Trauma Training Service for First Responders
Trauma Training Service for First RespondersTrauma Training Service for First Responders
Trauma Training Service for First RespondersBPOQe
 
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003believeminhh
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 

Último (20)

UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
 
WAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdfWAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdf
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
Amazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the companyAmazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the company
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentation
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story points
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
Harvard Business Review.pptx | Navigating Labor Unrest (March-April 2024)
 
Trauma Training Service for First Responders
Trauma Training Service for First RespondersTrauma Training Service for First Responders
Trauma Training Service for First Responders
 
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 

WTA Newsletter_Volume1 Issue 1_022012

  • 1. ADVISORS, LLC WILLOWTREE VOLUME 1, ISSUE 1 THREE SIXTY TRENDS FEBRUARY, 2012 ACCIDENTAL MULTI-SOURCING BY KATHRYN DOUGLASS INSIDE THIS ISSUE: I don’t view “multi-sourcing” as a new era methodologies and technologies, duplica- could take many more months. If the or new trend in sourcing. The concept tion of effort and costs, lack of account- legal arrangements are pursued in isola- has been around for many years, albeit ability and customer dissatisfaction. Done tion, without any consistency in require- ACCIDENTAL 1 under other names --- such as “best of correctly, it can be a very flexible way to ments, a clear, overarching strategy and MULTI-SOURCING breed” and “selective” sourcing. I see this get the best solutions for a complex complementary responsibilities -- the model as a natural evolution for certain environment. In either case, the hard resulting disconnects, white spaces and SERVICE DELIV- 1 organizations, whose high process disci- work is up front. Defining the portfolio of duplications will consume resources and ERY MODELS pline, governance and sourcing / services, and determining their suitability create headaches for a very long time. organizational sophistication allow it to for internal, external or joint sourcing, and WTA EARNS MO- 2 work with multiple providers and act as determining how to group services and BIS CONTRACT the “prime” in the overall delivery model. deal with the “grey” areas and touch SCHEDULE There are organizations that have used points is critical preparation to engaging this strategy to great success for many with service providers. OUTSOURCING 2 years, but there are also those that have Secondly, most organizations who under- SERVICES AP- tried it and failed. Why does it work for take a services sourcing agreement for some and not others? the first time seriously underestimate OUTSOURCING OR 3 There are two important considerations how challenging it can be to manage the STAFF AUG? WTA is Headquartered in Denver surrounding multi-sourcing: clear vision/ agreement. A multi-sourcing delivery LEAN THINKING 3 strategy and management discipline. model requires far more attention, inter- face and coordination than a single There has been a trend lately to recom- Multi-sourcing is the tactical realization of source service delivery model. Enormous mend multi-sourcing as the “right” way to TOP 10 COMMU- 4 a sourcing strategy for service delivery. challenging exist in managing three or source -- without consideration of the NICATION FAUX It is a path that should be undertaken four different services providers, and the client circumstances. I believe strongly purposefully, with careful planning and touch points, processes and communica- that multi-sourcing is not for everyone. CUSTOMER HIGH- 4 coordination. Sometimes, organizations LIGHT—WESTERN tions between each of them and the client Clients should be aware of the considera- find themselves in a “multi-sourcing” organization. I would not recommend this tions inherent in this model and carefully DISPOSAL environment after making serial, and approach for a company that is resource investigate whether or not it will work for sometimes independent, decisions or process challenged, or one whose time their organization. If the organization is WTA WELCOMES 4 around sourcing – I call this “accidental horizon is short term. Getting multiple up to the management and process NEW TEAM MEM- multi-sourcing”. BERS service agreements in place will be only challenges, and the strategy enhances This multi-sourcing-by default model is the first challenge. Getting the operating and optimizes its delivery of services – WTA ENGAGES 5 riddled with pitfalls, including the possibil- agreements and common processes set multi-sourcing can be very effective. NEW MARKETING up among the various service providers ity of disjointed processes, inconsistent FIRM COMMUNICATION 5 THOUGHTS FOR SERVICE DELIVERY MODELS CONSULTANTS Thanks to Lou Dobbs and many of our company employees may have lost their sourced internally, often called “in- politicians, most Americans think that jobs, there may be no net US job loss. sourcing”, or they can be sourced exter- outsourcing is synonymous with offshor- Often, employees who are affected by nally, typically known as “outsourcing”. ing – in other words, moving US jobs to a outsourcing keep their old jobs but are Most companies have service delivery foreign company. The impression is that simply “rebadged” – they go to work for a models, which may include a combination any company who outsources is forcing third-party company but deliver the same of these sourcing approaches. Some US jobs overseas. Not always. type services they formerly performed as complex delivery models involve multiple employees. processes or sub-processes/services, Many people would be surprised to learn which may be sourced to multiple third that many of the Outsourced services are If this all sounds confusing, let’s take a parties , what we call “multi-sourcing” or Our symbol is the WillowTree, known for its being provided by US companies, with US look at the terminology to see what it all in some cases, “best of breed sourcing”. resilience, strength and flexibility. Citizen employees. Even some foreign really means. “Sourcing” is simply the act companies provide outsourcing with US of obtaining designated services from a Citizen employees. Often, even though particular source. Services can be
  • 2. THREE SIXTY TRENDS Page 2 THREE SIXTY TRENDS Page 2 WTA EARNS MOBIS CONT RACT SCHEDULE WTA EARNS MOBIS CONTRACT SCHEDULE Provider of Lean Consulting Services while improving customer and The following are real results from to the Federal Government employee satisfaction,” said Kath- organizations that resulted in costs ryn Douglass, WillowTree Advisor savings and improved services to cus- In November, WillowTree Advisors managing partner. “This opportu- tomers: (WTA), began offering business nity is an excellent way for the Lean is the reason that an Iowa transformation and Lean consulting Federal Government to optimize business can now obtain a clean “Lean Government is services to the Federal Government its operations and focus on the water permit in four and a half with recent approval from the General customers and stakeholders it is about increasing our months instead of 28. Services Administration (GSA) under serving.” capacity to do good.” the MOBIS Schedule, SIN 874.1, Lean Government initiatives cen- Lean is the reason that, in S. contract number GS-10F-0002Y. ter on the agencies’ work and Carolina, the lead time for proc- Today’s economic and political pres- operations, helping them think essing storm water applications sures have pushed governments to differently about the way they dropped from 47 days to 10. do more with less. Lean Government work, while increasing capacity and adding value for those they Lean is the reason that, at BAE methodology enables agencies and serve. Lean initiatives focus on Systems, the time to upgrade the public entities to do more with the eliminating administrative and enterprise resource planning resources they have and provide transactional waste and lead the (ERP) system was reduced from better services to their stakeholders organization to design and imple- 24 months to six. and constituents. ment its processes by directly We’re betting that Lean initiatives will “The application of Lean techniques to focusing on achieving desired be a key focus this year in federal, state business processes can save time, outcomes. and local governments. reduce waste and eliminate costs – OUTSOURCING SERVICES APPROACH Whether an organization is just getting started helps companies establish successful out- tomer focus on the root cause of issues that can with a significant outsourcing transaction; or sourced service provider relationships by using up-end even the most well-negotiated services negotiations are completed and the team is process improvement and organizational trans- agreement. We help our clients establish a getting ready for transition; or the team is ex- formation methodologies to streamline the healthy working relationship, with sound commu- periencing dissatisfaction with an existing nications and operational proc- relationship --- it pays to take an holistic esses that help avoid cost overruns, approach and consider the way in which value leakage, performance prob- the organization will use the services, and lems and the expense of contract address these issues directly. breakage or renegotiations. During the initial stages of an outsourcing The 360 Approach can be applied initiative, significant focus is placed on with new services contracts in pricing and contractual negotiations. transition, existing services con- Less focus is usually placed on the com- tracts needing revitalization or munications, operational change manage- remediation, renewals with current ment and process adjustments that need service provider, or services trans- to be made in order to successfully ac- fer between providers. commodate the new service delivery The 360 Approach for all outsourc- model. As a result, customers often find ing scenarios focuses on an end-to- themselves one or two years into a major Tate and Lyle, Americas Headquarters in Decatur, Illinois, where a end analysis in five key dimensions: services agreement, with customer satis- team of WTA advisors has been working with the Global SAP Imple- faction issues, performance and cost · Process Maturity problems, and significant concerns over · Organizational Maturity whether the arrangement is successful. · Contract Relevance processes and organizations that feed, manage · Service Cost 360 Sourcing Services™ a service offering for and interact with the outsourced services. By · Service Quality This holistic approach ensures that all key areas contract remediation and services transition, utilizing this new approach, we help the cus- of sourcing are addressed.
  • 3. VOLUME 1, ISSUE 1 Page 3 OUTSOURCING OR STAFF AUG? BY KATHRYN DOUGLASS Outsourcing vs. Staff Augmentation Outsourcing Scenario 1: Company A, a Let’s see how staff augmentation is New York based company, chooses different. While outsourcing involves contracting to contract with Service Provider X with a third party for entire processes to deliver support for its Customer Staff augmentation: With staff or services, there is another, some- Call Center, which is in New York. augmentation, a third-party pro- what-related approach, often confused Service Provider X has a call center vides temporary employees to a with outsourcing. This model is called already established in Arizona, and firm for a particular project or “staff augmentation”. There is a subtle it shifts the work from the com- service, and those employees join difference between outsourcing and staff augmentation. There are some pany’s location in New York to with the firm’s team to help deliver “The application of Arizona. Most of the employees are services for a period of time. The tests to help determine whether the terminated. Lean techniques .. test for staff augmentation is the relationship is true “outsourcing”: can save time, Outsourcing Scenario 2: Company A inverse of the outsourcing test. The chooses to outsource with Service project or service is managed by reduce waste and Outsourcing: If a firm gives a third Provider X. Service Provider X firm, and the price varies based on party the full scope of the responsi- chooses to purchase Company A’s what services that are requested. eliminate costs…” bility for service delivery, it is proba- facility and hire all of its employees Billing by the hour is typically indica- bly outsourcing. Outsourcing typi- to deliver on the contract. tive of staff augmentation arrange- cally implies that there are fixed Outsourcing Scenario 3: Company A ments. If there are no set deliver- deliverables or services, managed chooses to outsource its call cen- ables and there are no service by the third party, with some con- ter services to a Service Provider, levels, this is probably a staff aug- tractual performance standards. who is responsible for all calls mentation relationship. Because there is an agreed-to placed to the call center. The Ser- charge for those deliverables or vice Provider offers end-to-end Why does this matter? It matters services, fixed-price arrangements services, including the systems and significantly in several key areas: are typically indicative of outsourc- software to track and resolve contract negotiations, pricing, service ing. Let’s look at some scenarios: issues and problems. Pricing is levels and contract governance. typically on a by-the-user basis. LEAN MINDSET BY SCOTT ZIMMERMAN "Lean" seems to be everywhere. What our work environment, we think not of is difficult to create the mindset of started as Western manufacturers 'change', but 'improvement'. We also peacetime operations. Everyday activi- emulating Toyota's unique production think of improvement as global - if my ties, the management of the mundane, methods has now been implemented job gets easier, but my internal cus- takes discipline and will, but not individ- in every industry from healthcare to tomer's or supplier's job gets harder, it ual "above and beyond the call of duty" the public sector. There is Lean Ac- may or may not be the right move, courage. Fire prevention is the answer, counting, Lean Sigma, Lean Service – depending on the overall cycle time, not putting out fires. How many times I’ve even seen ‘Value-Based Lean Six transparency, quality, etc. have we been told that an ounce of Sigma (VBLSS) teams – now there’s a The Lean Enterprise Institute dis- precaution is worth a pound of cure, mouthful! The tools springing from this cusses Lean Management in this way, but we reward the firefighter, not the "methodology" are point-effective. By also. Using Deming's terminology, the fire preventer. Daily operations call for that I mean that the tools are effective lean mindset understands change in making the job easier, not overcoming at solving a single problem, but unless the context of Plan, Do, Check, Act. I adversity to get the job done. the underlying philosophy is embraced, describe it in as the Closed-Loop the result will be limited to that issue, Methodology. Closing the loop is the The Lean Mindset, then, is thinking that point. foundation for every important mana- constantly in terms of global improve- gerial system. It's the way systems ment, creating self-managing, closed- What's missing is a Lean Mindset. We engineers view the world, and how loop systems, and developing an or- run around the operation as ham- junior officers are trained to think in ganization that values predictable Scott Zimmerman is actively blogging on Lean topics on the mers, seeing nails everywhere. In- the military. operations that obviate the need for WTA Website. stead, we need to give voice to our heroic comebacks. inner engineer, and our inner leader- ship guru. Engineers stake their ca- The best leaders in the military are not reers on analyzing problems and what Jim Collins would call "Level 4 designing solutions, and the leadership Leaders". Contrary to popular lore, gurus facilitate change in an organiza- they are not heroes. In fact, one of the tion. If we, as operators, supervisors, tenets of Lean is to create a team, not managers, and executives have a heroes. Having literally led a team of common approach to our work and courageous firefighters, I know that it
  • 4. THREE SIXTY TRENDS Page 4 TOP 10 COMMUNICATION FAUX PAS IN CHANGE MGMT When Communicating on any type of critical project, including business transformation, and outsourcing, how can you go wrong? Let me count the ways... 1. Not developing a communications strategy and plan 2. Communicating only with “select” individuals “When you are leveling 3. Letting “bad news” sit 4. Not anticipating and thinking through answers to critical questions with employees about 5. Approaching communications as an afterthought what is coming down 6. Sending “mixed” messages 7. Conducting only “one-way” communications the pike, skip the 8. Being afraid to communicate platitudes.” 9. Communicating inconsistently 10. Not tying the communications to real business outcomes No matter what kind of change an organization is undertaking, communication can make it a success or doom it to failure. Don’t let these problems happen in your project! WTA WELCOMES NEW TEAM MEMBERS AND PARTNERS Our extended team has grown Toni Martin—Administrative Ed Powers—Strategic Planning over the last year and we are Assistant Expert pleased to welcome several new associates, consultants, teaming Colleen Kindler—Lean Expert Triche Guenin– Lean Six Sigma partners and support staff mem- Catherine LeRoi—Lean Expert Expert bers. Spitfire Group, Inc. Matt Bross—Financial Expert Laura Powers—Technical Interfacing Technologies, Inc. Colleen Kindler, Ed Powers and Triche Scott Zimmerman—Lean Guenin take a break from working on the Writer Expert The Great Online, Inc. Denver Water Lean Enterprise Project. CUSTOMER HIGHLIGHT: WESTERN DISPOSAL Company Overview: Approach: WTA then proceeded to document and map all processes within this critical area of service for Western Disposal is a family-owned busi- WTA performed a one week assessment, which Western Disposal. As part of this process, WTA ness, headquartered in Boulder Colorado, identified business issues and laid out the key consultants identified key improvements to the that started over 35 years ago with system, to the business processes one truck and a vision of what custom- and to the training for customer ers would value in a trash collection service representatives. company: dependable, on-time service from friendly, well-trained employees. Results: Western Disposal has 120 employ- WTA identified and installed a web ees, over 70 vehicles on the road based collaboration tool, which now each day and 35,000 residential and houses the documentation for all commercial customers. Western business processes, all training Disposal attribute its success to the tools and job aids. commitment to provide the best ser- The tool selected was Interfacing vice to all our customers every day. Technologies, Enterprise Process Business Problem: Center ( EPC) BPM solution. Western Disposal was working with Western Disposal, Headquartered in Boulder Colorado, was the site “We chose the EPC because, not an aging, in-house developed CRM of an extensive assessment and process mapping for customer only does it meet the client require- system that was the heart of its busi- service and sales departments. ments, but we felt that it represents ness. They wanted to know if the high us well and will serve as a reminder turnover and difficult training for its cus- business processes within the customer ser- of the engagement”. Kathryn Douglass tomer service reps was a result of the sys- vice and sales organization. tem and if that system needed to be re- placed.
  • 5. VOLUME 1, ISSUE 1 Page 5 WTA ENGAGES THE GREAT ONLINE WTA has been very busy with net marketing, blog development at www.willowtreeadvisors.com marketing over the last year or and electronic customer out- (Designed by Colorado Web Solu- so,, and earlier this year, our reach. The team of Joe Caston, tions) , our Facebook Page Marketing Assistant, Brett Piche, Julianne Salisbury, Suzanne Tran- www.facebook.com/ left to complete his MBA and tow are providing great support willowtreeadvisors and our Linked start his own business. So we’ve for our website, Linked In and In page at www.linkedin.com/ taken our own advice and out- Facebook presences. company/2279508?trk=tyah . sourced! We have engaged a You can also follow us on Twitter: If you haven’t already done so, local Denver marketing firm, The WTA80209. please check out our new website Great Online, to assist with inter- COMMUNICATION THOUGHTS FOR CONSULTANTS It doesn't matter how brilliant, you can't get excited about what see what I can do." Are you con- competent or even right you are. you're talking about, don't expect vinced that the person will resolve If you can't master people skills, anybody else to. You must show your problem? Roger Dawson you'll get left in the dust. Commu- people that you believe what says: "There is a place in heaven nication lapses will affect your you're saying. Enthusiasm should for every person who says, `I'll people skills. not be faked. Think about it in take care of it.' " A customer terms IASM: I Am Sold Myself. doesn't care whether or not the How we communicate with oth- Low energy, monotone voice and problem was your fault; she cares ers has a tremendous impact on a corpse-like appearance will not only that you'll resolve it. Speak our business success or failure. convey that message. Project confidently, take responsibility and Here are some of the more com- energy through an animated voice follow through. mon communication mistakes and purposeful gestures. If you people make: 5. "Yes, but ..." -- not listening. The don't believe in yourself and show it, no one else will. most important communication “Whenever you 1. Me, me, me -- focusing on our skill -- listening -- is also the hard- own agenda. It doesn't matter 3. Arrogance -- an "I'm right" respond … with “yes, est to master. But there is noth- what you want. What matters is but…” it’s a sure attitude. It doesn't matter if you're ing that makes people feel more what the other person wants. Zig right and you know it. Being validated than being listened to. sign you haven’t Ziglar said that you can get any- closed-minded to others' ideas or Effective listening requires show- listened.” thing in life you want if you help confronting or challenging differ- ing people that you're listening, other people get what they want. ent opinions creates an opponent through eye communication and When you frame your communi- out of your colleague, not an ally. vocal responders ("mm-hmm") cation from their point of view, You can challenge or accuse or and letting them know you heard you will be more successful. insist all you want, but "a man them through appropriate re- A business advisor I know once convinced against his will is of his sponses. asked an insurance agent what own opinion still." You win people over more effectively with an open Whenever you respond to some- she thought about every time she -minded attitude, a willingness to one with "Yes, but...," it's a sure talked to a client or prospect. She say: "Well, you might be right. I sign you haven't listened. Before replied: "Making the sale, making hadn't thought about that. Let's you state your response, make an more money. I've got to do this for discuss that possibility." You'll be effort to paraphrase what the my children, their well-being, their amazed how often people will talk other has said ("So what I hear future." My friend suggested that themselves out of their point of you saying is ...") or to identify the instead of thinking about her view and see their way clear to feelings behind what the other children, she think about the yours if you don't treat them as if said ("You must be so proud"). client's children -- their well-being, they're wrong. When people feel listened to, their future. With that new ap- they're more likely to listen to you proach, her business turned 4. Weasel words -- lack of convic- in return. That creates a connec- around almost overnight. tion or responsibility. Let's say you tion that creates understanding, 2. Ho-hum -- no enthusiasm for express a complaint to a vendor, improves relationships and capi- your idea, product, service, self. If and the response you get is: "I'll
  • 6. Visit us on the Web! http://www.willowtreeadvisors.com WILLOWTREE ADVISORS, LLC 3773 Cherry Creek North Drive #575 Denver, CO 80209 Phone: 888.998.0008 Fax: 888.233.1472 email: mail@willowtreeadviosrs.com www.willowtreeadvisors.com F A S T . F L E X I B L E . F O C U S E D .