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This is Part IV of Fixing the Leaks, a 4 Part Workshop on Improving Profitability in small and medium sized businesses and not-for-profits. How Can You Fix the Leaks explains how to move forward once you have made the decision to address profitability issues in your organization.
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Copyright @ 2014, Ron Ryan & Associates, LLC 1
HOW YOU CAN FIX THE LEAKS
Section IV
In theory, there is no difference between theory and practice. In practice, there is. - Yogi Berra
2
But Isn’t This Just Common Sense?
“Constant Improvement
Should Be Part of Our Culture”
“ But we can’t afford to do this now; we’re in
survival mode.”
The Reality: Discipline Is
Difficult To Build & Maintain
Copyright @ 2014, Ron Ryan & Associates, LLC
Yes. HowTo Fix The Leaks?
Copyright @ 2014, Ron Ryan & Associates, LLC 3
How To Get Started?
OutsideConsultant(s)
LeadershipCommitment<Either Way>
Inside Task Force
Start Here And
Work Your Way Out
HowTo Fix The Leaks?
Why Bother With A Task Force?
No CEO direct reports;
Middle Managers Are Best:Multi-departmental
point of view;Objectivity;Independence and
intellectual honesty;Customer-focused
rather than department-focused.
Copyright @ 2014, Ron Ryan & Associates, LLC 4
HowTo Fix The Leaks?
Copyright @ 2014, Ron Ryan & Associates, LLC 5
Make Sure You Are Looking With New Eyes
If it ain’t is broken don’t go fix it!
HowTo Fix The Leaks?
6 Sigma Ninja’s Helpful But Not Required -A Check List For Change Teams
Smart – big picture person comfortable with ambiguity
Understands company and how it works
Analytical - not afraid of numbers
Plays well with others - is well respected by peers
Has strong domain expertise in his/her field
Willing to work hard
Copyright @ 2014, Ron Ryan & Associates, LLC 6
HowTo Fix The Leaks?
7
How To? Buy Books Not Dogma
Copyright @ 2014, Ron Ryan & Associates, LLC
No Single Approach Does It All HowTo Fix The Leaks?
Copyright @ 2014, Ron Ryan & Associates, LLC 8
Where Should You Start?
Online Sales
Process1 in 20
Buy
Call Center1 in 5
buy
Fulfillment
8 or 9 out of10
Keep What You Sold Them
Repeat Purchas
e (Or Renewa
l)Between 5 and 9 Out of 10 Buy again
HowTo Fix The Leaks?
9
Sales Center
Fulfillment
& Service
…But also the more controversial, risky, and difficult to measure.
Online Lead
Generation & Sales
The Higher You Start In Your Funnel, The Greater The Impact Of The Change…
Copyright @ 2014, Ron Ryan & Associates, LLC
HowTo Fix The Leaks?
10
Where Should You Start?
Online Sales
Process1 in 20
buy
Call Center1 in 5
buy
Fulfillment &
Service8 or 9 out of
10 Keep What You Sold Them
Repeat Purchas
e (Or Renewa
l)Between 5 and 9 Out of
10Buy
again
Copyright @ 2014, Ron Ryan & Associates, LLC
Start with a system or process you control. Fix it first. The further back in the value chain you start, the safer you will be. How
To Fix The Leaks?
Summary – Fixing The Leaks About making incremental
improvements; Reduces customer attrition; Has High ROI; Creates Incremental
Revenue; This Revenue falls straight
to the bottom line; Improves customer
experience and brand; Improves job satisfaction; Makes your organization
better.
Copyright @ 2014, Ron Ryan & Associates, LLC 11
