This is the first in a series of articles I will write related to global process improvements. As our world becomes increasingly more complex and interconnected at the same time, it becomes imperative to develop processes that work across disciplines, geographies, and our customers’ companies. I think we all would agree that the only reason any of us are in business is because our customers exist. Only by continuing to satisfy them can we look forward to future success and profitability.

I think we also would agree that as the global business climate becomes more complex and interconnected, it is increasingly difficult to satisfy the customer, especially when each has specific needs, challenges, and competitive conditions. That is one of the many reasons why I say, “Thank goodness for process improvement tools such as six sigma and methods that help manage our business in this global environment.” I strongly believe that these tools can help companies build value with customers. If customers are why we are here, making our operations work better is how we serve those customers.

Internally, tools such as these drive improvements across the broad spectrum of business processes and geographies. This translates into a significant competitive advantage, of which we’ve seen proof time and again. If you’ve been successful with business process improvements internally, the next logical step is to bring what you have learned and apply it to your customers’ processes. In the rush to launch process-improvement efforts with customers however, it is important to remain focused on some important criteria.


Understand Customer Processes and Problems

First, customer projects must be designed to address customer pain-points and solve problems generated by a customer process. This should be done using customer-defined metric. For example, a project disguised as “for the customer” that is actually intended to accelerate payment to your own company isn’t a customer project. In fact, the outcome of a project that is truly “for the customer” may actually reduce some of your business with them in a certain area. When customers see improvements that you have helped achieve, their loyalty will likely benefit your company in other ways.


Identify Meaningful Projects

There are several areas to explore for improvement efforts. While quality issues come to mind first, others abound. Supply chain, product performance, manufacturing productivity, safety, and financial or transactional issues are all fertile ground for meaningful and productive customer-improvement projects. It often helps to have a common language for framing issues. The process-improvement tools that have become increasingly widespread in recent years provide that common language and framework.


Introduce Concepts Carefully

As you take these new methodologies to your customers, most of them will not be familiar or experienced with the tools. It is important to ensure that they are properly trained in the concepts. Only when your customers have a strong comfort level with the tools you are asking them to adopt can they buy-in, become engaged, and embrace the concepts and methodology fully.


Help Customers Own the Project and Follow Through

Presented in the proper manner, the customer likely will see benefits in undertaking the project and will value its outcome. Without someone owning the project on the customer side though, it may be destined for certain failure. Therefore, just as with internal projects, it is crucial to have a champion on the customer-side to promote and carry the project through the organization. The higher that person is within the customer’s organization, the better.

Finally, the customer must possess a set of follow-up measures that will maintain the process-improvement momentum for the long-term. It must be their responsibility to implement the improvements and consistently do follow-ups to maintain the gains.


Conclusion

What do we know about the value of global process improvement efforts for customers thus far? Experience has shown two primary benefits: strengthened customer relationships and growth. It is logical that the first would lead to the second. Satisfying our customers is why we are here.