Savings Beyond Price™
Innovative Supply Savings and Quality Solutions That Work
by Strategic Value Analysis® in Healthcare
Did You Know...?
That Value Analysis Was Developed Back In the 1940's After World War II as a Way to Find Lower Cost but Higher Quality Alternative products and methods. This was Due to the Lack of Material Resources At The End of The War.
Savings Beyond Price -Weekly eNewsletter - June 24, 2010
Robert T. Yokl
President & Chief Value Strategist
Do We Need to Exceed Our Customers’ Expectations?
Greetings,
One topic I haven’t talked about in a long time is “Do we need to exceed our customers’ expectations?” However, I just read an article about a retina display app on Apple’s new iPhone that got me thinking about this whole concept again. I think you will find it to be a real eye opener!
Apple is now offering, with its new iPhone a camera with 326 pixels when the threshold of human recognition is about 300 pixels, no matter how much better the screen is. So Apple has exceeded their customers’ expectations for what purpose? Bragging rights!
This term “exceed expectations” has slipped into our management lexicon over the last 25 years, denoting that if we surprise or delight our customers, as the Disney Company seems to be able to do each time you visit their theme parks, this is a winning formula for success.
Maybe for Disney, but not in the supply chain world! What I have learned over the last three decades in the supply chain business is if you want to surprise or delight your customers the best way to do so is to “meet your customers’ functional requirements exactly, reliably and consistently every time”. Otherwise, you will be wasting your healthcare organization’s money – big time!
Furthermore, it’s almost impossible to gage what will surprise or delight your customers unless you are clairvoyant, and very few of us have that gift. It’s much better to hit the target (i.e. functional requirements) dead center, which is always a challenge in and of itself.
So when you hear someone talking about “exceeding expectations”, just remember, everything you do must be planned, measured, and then managed for ultimate success. Therefore, how do you evaluate an emotional (surprise or delight) response to something you are doing? It would take more than a mind reader to determine the outcome of this management exercise.
Simply stated, Supply chain management is all about meeting your customer’s exact functional requirements, not testing unknown, unanticipated and unpredictable formulas for success.
Your Partner In Savings Beyond Price™,
Robert T Yokl
Chief Value Strategist
Strategic Value Analysis® In Healthcare
1-800-220-4274
P.S. The best way I know of to meet your customer’s expectations is to listen to the voice of your customers. I would suggest you read “ Are You Hearing the Voice of Your Customer?” from our 400+ newsletter archive to help you understand that its only through skilled research that you can truly get it right.
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