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Winning Customer Service in a VUCA World
Winning Customer Service in a VUCA World Gary Neights 2015 CCSMG Conference April 21, 2015 Agenda • • • • What is VUCA How is it Relevant to Our Business Adapting to VUCA Appendix. Data Insights Help Manage VUCA 2015 CCSMG Conference. [email protected] 2 What is VUCA 3 What is VUCA Video 2015 CCSMG Conference. [email protected] 4 How VUCA is Relevant to Our Business 5 Volatility Is Increasing Professor Martin Christopher Cranfield School of Management Supply Chain 2.0: Managing Supply Chain Complexity in an Age of Uncertainty 2015 CCSMG Conference. [email protected] 6 Chemicals are Changing Robert Blackburn President Information Services & Supply Chain Operations Supply Chain Requirements in a “VUCA” world 2015 CCSMG Conference. [email protected] 7 Customer Service Still Needs to Deliver! Delivering excellent service to all customers is the key imperative…. Dr. Josef Packowski Traditional supply chain planning… cannot handle the new challenges in the world of variability, uncertainty, complexity, and ambiguity—the VUCA world. Dr. Josef Packowski 2015 CCSMG Conference. [email protected] 8 What VUCA Do You Face In Your Supply Chain? Volatile: _______________________________________ _______________________________________ Uncertain: _______________________________________ _______________________________________ Complex: _______________________________________ _______________________________________ Ambiguous: _______________________________________ _______________________________________ Appendix A. Appendix. Data Insights to Overcome VUCA 2015 CCSMG Conference. [email protected] 9 Adapting to VUCA 10 VUCA Requires Dilemma Management 2015 CCSMG Conference. [email protected] 11 Leadership Tactics for VUCA • Volatile Situations… – Communicate clearly – Ensure your intent is understood • Uncertain Situations… – Get a fresh perspective – Be flexible • Complex Situations… – Develop collaborative leaders – Stop seeking permanent solutions • Ambiguous Situations… – Listen well – Think divergently – Set up incremental dividends Source: US Army Colonel Eric Kail 2015 CCSMG Conference. [email protected] 12 Leading in Complex and Uncertain Times Innovation People 2013 2015 CCSMG Conference. [email protected] 13 What Would Help You Deal with VUCA? People: _______________________________________ _______________________________________ _______________________________________ Process: _______________________________________ _______________________________________ _______________________________________ Technology: _____________________________________ _____________________________________ _____________________________________ 2015 CCSMG Conference. [email protected] 14 Countering VUCA: VUCA Prime • Vision • – An intent create a future • – Ability to make sense from chaos Understanding – Ability to stop, look, and listen Clarity • Agility – Reward “wirearchy” over hierarchy “We are moving from a world of problems, which demand speed, analysis, and elimination of uncertainty to solve, to a world of dilemmas, which demand patience, sense-making, and an engagement of uncertainty.” By Paul Kinsinger, Clinical Professor, Thunderbird School of Global Management Adaptive Leadership for the VUCA World: A Tale of Two Managers 2015 CCSMG Conference. [email protected] 15 Managing VUCA in the Sales Process Video Source: Herrmann International 2015 CCSMG Conference. [email protected] 16 Appendix. Data Insights Help Manage VUCA 17 Decision Support: CCSMG Focus Group Before Product Ships If you can’t resolve the issue before it happens, at least know about it before your customer does 2015 CCSMG Conference. [email protected] 18 Decision Support: CCSMG Focus Group After Product Ships 2015 CCSMG Conference. [email protected] 19 Prescriptive Alerts: CCSMG Focus Group 2015 CCSMG Conference. [email protected] 20 Predictive Alerts: CCSMG Focus Group 2015 CCSMG Conference. [email protected] 21 Customer Service Metrics: CCSMG Focus Group 2015 CCSMG Conference. [email protected] 22 Supply Chain Metrics: CCSMG Focus Group 2015 CCSMG Conference. [email protected] 23 For More Information • [email protected] • 267-237-7294 2015 CCSMG Conference. [email protected] 24
