Dr Uwe H Kaufmann is the founder of Centre for Organisational Effectiveness (COE Pte Ltd), a business advisory firm operating out of Singapore. As consultant and coach with many years of experience, his passion lies in supporting organisations to improve their effectiveness.
Uwe is a German national and Permanent Resident of Singapore. He has four children and nine grandchildren … and counting.
Lee Sock Kuah
Agree. Rework not only do not increase productivity, it reduces productivity, it waste customers’s time and adversely affect customer satisfaction. Thus, turning what is meant as convenient and fast into inconvenience and slow (the customer having to answer the call from the supermarket staff and making on the spot decisions on change of order and subsequently have to check that billing is in order).
A process is only as good as the weakest link, customers should be informed of stock availability at point of order.
Couldn’t agree more that often some small changes to the process could increase efficiency considerably or in fact totally remove the existence of the problem i.e. conduct root-cause analysis to eliminate root cause so that the problem can be eliminated from occuring in the first place!
Good and inspiring article. There are still many organization operate in this way. Many error, rework, and finally unproductive and customer unhappy. Improve productivity, do right for the first time, and efficiency (cost and time) is a must to survive in today business environment.