barcode dll for vb net THE SIX SIGMA BUSINESS SCORECARD in Software

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THE SIX SIGMA BUSINESS SCORECARD
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6. SALES AND DISTRIBUTION
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Just like purchasing, sales and distribution are well-understood processes. And again, the emphasis should be on the sales of value not on the cheapest product or service. For a company to be profitable, certain margins must be maintained. In some companies, for example, sales representatives receive a commission from every sale, while the companies themselves lose money in delivering the promised products and services. The sales effort consists of identifying new business by building relationships. The intent must always be profitable growth. I have seen companies trying to be billion-dollar companies within a year that are starting from the ground level. I have also seen companies where new business accounts for only 5 percent of the total business, and they depend heavily on a customer or two for their success. For a company to be successful, there must be a balance between total sales and the ratio of new business. Since the success of the sales process is viewed as getting new business, that is how it must be measured. The network of dealers and distributors selling your products and services must be similarly managed as a process with clear expectations for sales and margins. When a business exists just to keep people busy, it achieves exactly that result keeping people busy but no profits. Businesses do not last long this way.
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7. SERVICE AND GROWTH
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Superior customer service, in conjunction with superior products or service, is critical to growing the business. The purpose of superior customer service must be not only to understand customer concerns but also to anticipate customer requirements. Customers have implicit and explicit requirements, subjective and objective expectations. They love to be cared for by their suppliers. Customer service can provide the insight into customers unspoken requirements (features or service customers want to receive) that they would love to have met. Segments of the automotive industry, for example, have grown when they
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CHAPTER FOUR
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succeeded with superior customer service. Service has become integral as the relationship between customers and suppliers becomes stronger and more dependable. Customer service can identify opportunities from design to production for suppliers to fulfill. Meeting only the minimum requirements makes suppliers vulnerable to being yanked by the customer at any time. Customers are rarely loyal. Even doing a good job in meeting customers spoken requirements does not guarantee success. Superior service, however, bonding between the customer and the supplier s employees, and a better understanding of each other s needs facilitate a mutually beneficial relationship that both parties nurture as a true partnership. Sales can bring in a new customer, and customer service can build that relationship to get repeat and additional business. Sales works to acquire new customers; customer service retains them.
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SIX SIGMA BUSINESS SCORECARD MEASUREMENTS
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With the seven elements or categories of the Six Sigma Business Scorecard defined, we need to look at the measurements associated with them. These measurements are oriented more to process than to function. The challenge lies in deciding which measurements to choose and which to exclude. For example, suppose that in terms of financial measurements, 30 to 40 different measurements can be easily identified in terms of liquidity, efficiency, profitability, and so on. Similarly, there are dozens of potential measurements within internal operations. Therefore, the Six Sigma Business Scorecard has identified key process indicators to help establish a relative indicator of business performance. Some measurements appear to be unconventional (i.e., they look unique or unsubstantiated). However, the intent of these measurements is quite clear. Key roles and related processes were identified when the categories were created in order to establish accountability as well as criteria for effectiveness. The measurements listed comprise a set of sample measurements applicable to most businesses. If a measurement
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