• Login
    • Join
  • FOLLOW:
  • Subscribe Free
    • Magazine
    • eNewsletter
    Checkout
    • Magazine
    • News
    • Research
    • Markets & Technologies
    • Raw Materials
    • Top Companies
    • Directories
    • Jobs
    • Events
    • Microsites
    • More
  • Magazine
  • News
  • Research
  • Markets & Technologies
  • Raw Materials
  • Top Companies
  • Directories
  • Jobs
  • Events
  • Microsites
  • Current / Back Issues
    Features
    Business Corner
    Editorial
    Digital Edition
    eNewsletter Archive
    Our Team
    Editorial Guidelines
    Subscribe Now
    Advertise Now
    World Reports
    eBook
    Top Features
    2023 CEO Forum

    The 2023 Automotive Coatings Market

    Color Trends in the Paint and Coatings Industry

    2023 European Coatings Show EXHIBITOR SHOWCASE

    Industry is Looking Forward to the 2023 European Coatings Show
    Breaking News
    Online Exclusives
    Distributor News
    Financial News
    Paint & Coatings Manufacturer News
    People In the News
    Price Increases
    Product News
    Raw Materials & Equipment
    Video Bites
    Suppliers News
    Live From Shows
    Top News
    Norwegian Cruise Line Goes Biocide-Free with Nippon Paint Marine's AQUATERRAS

    ChemQuest Names Carla McBain a Director

    BASF Invests in Expansion of Polymer Dispersions Plant in Daya Bay, China

    Stahl Completes Acquisition of ICP Industrial Solutions Group

    Interpon Powder Coatings on Dubai’s Latest Luxury Hotel ​
    Top Companies report
    Market Research
    White Papers / Tech Papers
    Technical Papers
    Product Spec Sheets
    World Reports
    Adhesives and Sealants
    Aerospace Coatings
    Architectural Coatings
    Automotive Coatings
    Automotive Refinish
    Business Operation
    Color Trends & Forecast
    Construction Chemicals
    Corrosion Control
    Industrial Coatings
    Laboratory Equipment
    Marine Coatings
    Market Trends & Forecast
    Powder Coatings
    Production Equipment
    Radcure Coatings
    Special Purpose Coatings
    Wood Coatings
    "Green" Coatings

    Norwegian Cruise Line Goes Biocide-Free with Nippon Paint Marine's AQUATERRAS

    Stahl Completes Acquisition of ICP Industrial Solutions Group

    The 2023 Automotive Coatings Market

    Color Trends in the Paint and Coatings Industry

    Miller Paint Partners with Portland Boutique Woonwinkel for 2023 Spring Color Trends
    Additives
    Binders
    Pigments
    Solvents

    BASF Invests in Expansion of Polymer Dispersions Plant in Daya Bay, China

    Evonik Invests in Interface Polymers

    Evonik Launches New TEGO Flow 380 Leveling Agent for Automotive Clear Coatings

    Hexigone’s Smart Inhibitors Reach Mexico via First Quality Chemicals

    BASF Starts Sovermol Production in Mangalore, India
    Company Capabilities
    Buyers Guide
    Distributor Guide
    Add New Company
    International Buyers Guide Companies
    Arkema

    Shepherd Color Company, The

    Siltech Corporation

    Active Minerals

    W. R. Grace & Co.
    Industry Events
    Webinars
    Live From Show Event
    Top Events
    Southern Society for Coatings Technology Annual Meeting and Technology Conference

    Eastern Coatings Show

    CPCA Annual Conference

    66th Annual Sink or Swim

    Middle East Coatings Show
    Companies
    White Papers/Tech Papers
    Product Spec Sheets
    Equipment
    Literature/Brochures
    Videos
    International Buyers Guide Companies
    Arkema

    Shepherd Color Company, The

    Siltech Corporation

    Active Minerals

    W. R. Grace & Co.
    • Magazine
      • Current / Back Issues
      • Features
      • Editorial
      • Business Corner
      • Digital Edition
      • eNewsletter Archive
      • Editorial Guidelines
      • Subscribe Now
      • Advertise Now
    • Breaking News
    • Directories
      • Buyers Guide
      • Distributor Guide
      • Corporate Capabilities
      • Trade Associations
      • Add Your Company
    • Markets & Technologies
      • Adhesives and Sealants
      • Aerospace Coatings
      • Architectural Coatings
      • Automotive Coatings
      • Automotive Refinish
      • Business Operation
      • Color Trends & Forecast
      • Construction Chemicals
      • Corrosion Control
      • Industrial Coatings
      • Laboratory Equipment
      • Marine Coatings
      • Market Trends & Forecast
      • Powder Coatings
      • Production Equipment
      • Radcure Coatings
      • Special Purpose Coatings
      • Wood Coatings
      • "Green" Coatings
    • Raw Materials
      • Additives
      • Binders
      • Pigments
      • Solvents
    • World Reports
      • Africa Report
      • China Report
      • India/Asia Pacific Report
      • Europe Report
      • Latin America Report
      • Market Research
      • Russian Report
    • Top Companies
    • Online Exclusives
    • Glossary
    • Slideshows
    • Experts Opinions
    • Blog
    • eBook
    • Infographics
    • Videos
    • Podcasts
    • Whitepapers
    • Jobs
    • Microsites
      • Companies
      • White Papers/Tech Papers
      • Product Spec Sheets
      • Equipment
      • Literature/Brochures
      • Videos
    • Events
      • Industry Events
      • Live From Show Event
      • Webinars
    • About Us
      • About Us
      • Contact Us
      • Advertise With Us
      • Privacy Policy
      • Terms of Use
    Business Corner

    Readiness-to-Serve

    ...

    Ira S. Miller , Director, Organization Development CHEMARK01.06.17
    The concept of readiness-to-serve is very simple: have the capability to respond to reasonably unexpected requirements from customers or external situations. The bottom line is equally simple: more loyal customers, more revenue, and higher profits.

    So, why is it that so many companies are happy to frustrate their customers rather than investing in readiness-to-serve ability?

    The Process Conundrum

    A cursory reading of Deming’s and/or Balridge’s work will lead one to the conclusion that having the right processes is the best way to ensure output quality.

    Unfortunately, today’s businesses have decided that process is the only thing that matters. The underlying assumption is that any process that can be flowcharted can be enacted. Today’s technology allows us to hand off work to other people on the next shift or another country.

    The logical extension of this belief is that we can resource (mostly people, but capital as well) based on the assumption that the actual implementation will run flawlessly. The result, any hiccup immediately diminishes the intended outcome; ultimately reducing customer satisfaction.

    The Ball Rolls Downhill

    The individuals actually running the process are being measured on their results (as they should be). So, when a hiccup arises they need to make it up either on that engagement or ones in the future. Quality suffers in either case.

    We have all experienced the customer service person that loses patience with us because we don’t understand what’s being said or the “planned” response isn’t fixing the problem. A few years ago the only response I could get from Dell Computers was to wipe out my hard drive and start again. This “advice” came after 3-4 minutes of “diagnosis” of my problem. I did it once and it took me 32 hours to get everything back up and running. Calling in again with the same problem, I got the same response. I tried one more time to talk with their experts and got the same response. If I was going to wipe and reload, it was not going to be on a Dell!

    The Comparison – Apple Computer

    My wife and I recently visited our local Apple store to buy new iMacs; her’s to support her art business and mine for my photography hobby. We had many, many questions. The associate was patient, understanding, and appeared to have no time constraint. It took us well over an hour to understand our options. We probably spent close to double the cost of comparable PCs. Both iMacs are up and running and we’re thrilled with the result.

    By the way, while setting up mine, I ran into two problems: (1) connecting to one on my HP printers, and (2) connecting my extended Logitech keyboard. I called Apple Care. THEY walked me though the trouble shooting even though the problem was on another company’s product. No pressure at all. Her only goal was to fix my problem. Conclusion, both needed a software upgrade.

    HP is supposed to do that automatically (the flowcharted process). But it didn’t. I went to their web site as instructed by their automated phone system (the flowcharted process). The download won’t install (the hiccup). After searching their web site again, I can’t find a way to reach a human. I used the work around suggested by Apple Care to get the printer to respond. HP’s competitors will be in consideration when I need my next printer.

    Logitech had a human to talk to. Apparently, I am an idiot since I was unable to find the download file as I was looking at the download page on their web site instead of the product page. It was clear that he had to get off my call. While the solution worked, their flowcharted process was clearly lacking.

    Leadership and Rewards

    The leadership issue here is setting the philosophy that process flowcharts need to anticipate the hiccups and resource for dealing with them. Leaders need to fund the hiccup response.

    The reward system also needs to reflect the problem resolution focus. A great example is Fidelity Investments. They manage our investments. Before signing up with them I wanted to know how my representative was rewarded (bonuses and career). It turns out that all the customer facing personnel are measured by the results of carefully crafted customer surveys focusing on service levels (not financial returns). The net result is phenomenal responsiveness across the board, backed up by exceptional advice.

    Practical Takeaway

    Every Leader needs to establish their personal, business philosophy. I believe readiness-to-serve needs to be one of the philosophy’s few core principles. The Leader’s role is to protect the core principles, to find other ways to meet short-term objectives rather than sacrifice those principles. I know it’s not easy, but the benefits to the organization and you, personally, will far outpace the extra effort to do what’s right.

    The reward system also needs to reflect the problem resolution focus. A great example is Fidelity Investments. They manage our investments. Before signing up with them I wanted to know how my representative was rewarded (bonuses and career). It turns out that all the customer facing personnel are measured by the results of carefully crafted customer surveys focusing on service levels (not financial returns). The net result is phenomenal responsiveness across the board, backed up by exceptional advice. 
    Related Searches
    • fujichem sonneborn
    • carbon black
    • topcoats
    • leed
    Suggested For You
    AkzoNobel Launches New Marine Coatings App to Improve User Experience AkzoNobel Launches New Marine Coatings App to Improve User Experience
    BASF Announces Cooperation with HP Indigo BASF Announces Cooperation with HP Indigo
    Bühler Shows New Innovations in Wet Grinding at ECS Bühler Shows New Innovations in Wet Grinding at ECS
    Certified Collision GroupT and AkzoNobel Strike Strategic Alliance Certified Collision GroupT and AkzoNobel Strike Strategic Alliance
    The Outdoor Study by Thompson The Outdoor Study by Thompson's WaterSeal
     My Hempel: customer portal makes doing business with Hempel easier My Hempel: customer portal makes doing business with Hempel easier
    TRESU Exhibits Inline Coating with HP Indigo digital Presses for Cartons, Synthetics at Dscoop TRESU Exhibits Inline Coating with HP Indigo digital Presses for Cartons, Synthetics at Dscoop
    Evonik Opens Coatings Laboratory in Turkey Evonik Opens Coatings Laboratory in Turkey
    Carestream Contract Manufacturing Enhances Contract Coating and Development Services Carestream Contract Manufacturing Enhances Contract Coating and Development Services
    Masking Tips to Reduce Your Rejection Rate Masking Tips to Reduce Your Rejection Rate
    BASF Completes Acquisition of Chemetall BASF Completes Acquisition of Chemetall
    Trade Association Directory Trade Association Directory
    Axalta Introduces Procor HP Line for Mexico and Central America Axalta Introduces Procor HP Line for Mexico and Central America
    EM Sullivan Named East Coast Representative for Shamrock EM Sullivan Named East Coast Representative for Shamrock

    Related Breaking News

    • Breaking News | Paint & Coatings Manufacturer News

      AkzoNobel Launches New Marine Coatings App to Improve User Experience

      ...
      05.09.17

    • Breaking News

      BASF Announces Cooperation with HP Indigo

      ...
      05.03.17

    • Production Equipment

      Bühler Shows New Innovations in Wet Grinding at ECS

      Highlights MacroMedia pre-dispersing unit and MicroMedia bead mill.
      04.06.17


    • Breaking News | Paint & Coatings Manufacturer News

      Certified Collision GroupT and AkzoNobel Strike Strategic Alliance

      ...
      04.05.17

    • The Outdoor Study by Thompson's WaterSeal

      ...
      03.27.17

    Loading, Please Wait..
    Trending
    • Interpon Powder Coatings On Dubai’s Latest Luxury Hotel ​
    • Univar Solutions To Be Acquired By Apollo Funds For $8.1B
    • BASF Invests In Expansion Of Polymer Dispersions Plant In Daya Bay, China
    • AkzoNobel Launches Aerofleet Coatings Management
    • Evonik Invests In Interface Polymers
    Breaking News
    • Norwegian Cruise Line Goes Biocide-Free with Nippon Paint Marine's AQUATERRAS
    • ChemQuest Names Carla McBain a Director
    • BASF Invests in Expansion of Polymer Dispersions Plant in Daya Bay, China
    • Stahl Completes Acquisition of ICP Industrial Solutions Group
    • Interpon Powder Coatings on Dubai’s Latest Luxury Hotel ​
    View Breaking News >
    CURRENT ISSUE

    March 2023

    • 2023 CEO Forum
    • The 2023 Automotive Coatings Market
    • Color Trends in the Paint and Coatings Industry
    • 2023 European Coatings Show EXHIBITOR SHOWCASE
    • Industry is Looking Forward to the 2023 European Coatings Show
    • View More >

    Cookies help us to provide you with an excellent service. By using our website, you declare yourself in agreement with our use of cookies.
    You can obtain detailed information about the use of cookies on our website by clicking on "More information”.

    • About Us
    • Privacy Policy
    • Terms And Conditions
    • Contact Us

    follow us

    Subscribe
    Nutraceuticals World

    Latest Breaking News From Nutraceuticals World

    Nordic Naturals Debuts Probiotic Line in More Than 375 Sprouts Farmer’s Markets
    DolCas Biotech's Curcugen Featured in Beauty-From-Within Supplement
    NOW Tests Bromelain Supplements Purchased on Amazon
    Coatings World

    Latest Breaking News From Coatings World

    Norwegian Cruise Line Goes Biocide-Free with Nippon Paint Marine's AQUATERRAS
    ChemQuest Names Carla McBain a Director
    BASF Invests in Expansion of Polymer Dispersions Plant in Daya Bay, China
    Medical Product Outsourcing

    Latest Breaking News From Medical Product Outsourcing

    Etiometry's IVCO2 Index Receives EU, Health Canada Authorization
    Advamedica's Ax-Surgi Surgical Hemostat Gains FDA Nod
    Inspire Medical Systems Gains FDA Approval for Pediatric Patients with Down Syndrome
    Contract Pharma

    Latest Breaking News From Contract Pharma

    Jost Chemical Increases Manufacturing Capacity of Sodium Caprate, Sodium Caprylate
    Stevanato Group, Thermo Fisher Partner to Bring On-Body Delivery System to Market
    Cellipont Receives Investment from OrbiMed for Commercial Manufacturing Facility
    Beauty Packaging

    Latest Breaking News From Beauty Packaging

    IPSY Teams Up with Anastasia Soare for Icon Box
    Tattoo Skincare Brand Mad Rabbit Raises $10 Million—Mark Cuban is an Investor
    Rihanna’s Fenty Beauty Launches Hella Thicc Volumizing Mascara
    Happi

    Latest Breaking News From Happi

    Robert Piguet Celebrates 75 Years in Accordance with National Fragrance Day
    RIFM Releases Natural Complex Substance Safety Assessment
    SE Tylose USA Expands Distribution Territory of Essential Ingredients to Include Canada
    Ink World

    Latest Breaking News From Ink World

    MNYPIA Names John Hrdlick 2023 Anthony Mauriello Award Honoree
    Amcor’s Sustainability Commitment Receives ‘AA’ Rating by MSCI
    HP Debuts the HP Indigo 200K Digital Press
    Label & Narrow Web

    Latest Breaking News From Label & Narrow Web

    Jones Healthcare invests in Gallus Labelmaster from Heidelberg
    Innovia presents sustainable label films at Interpack
    Creation helps Whitworths with solvent-free flexible packaging prepress
    Nonwovens Industry

    Latest Breaking News From Nonwovens Industry

    Kimberly-Clark Ranks Third Among 100 Most Sustainable Companies
    Weekly Recap: TerraCycle Launches Diaper Program, Ahlstrom to Divest or Shutter Stenay Plant & More
    Mativ Names CFO
    Orthopedic Design & Technology

    Latest Breaking News From Orthopedic Design & Technology

    Loci Orthopaedics Earns New Patent for Thumb Base Joint Implant System
    Study: Running Does Not Increase Arthritis Risk
    Study Highlights the Positive Clinical Outcomes of Medacta’s MySpine System
    Printed Electronics Now

    Latest Breaking News From Printed Electronics Now

    Tekscan Launches New High-Speed Tire Pressure Testing System
    Schreiner PrinTrust Produces RFID-Enabled Labels for seventhings
    LG Display’s 65-Inch OLED TV Panel Receives Carbon Footprint Certification

    Copyright © 2023 Rodman Media. All rights reserved. Use of this constitutes acceptance of our privacy policy The material on this site may not be reproduced, distributed, transmitted, or otherwise used, except with the prior written permission of Rodman Media.

    AD BLOCKER DETECTED

    Our website is made possible by displaying online advertisements to our visitors.
    Please consider supporting us by disabling your ad blocker.


    FREE SUBSCRIPTION Already a subscriber? Login