10 Ways to Improve Your Next CX Survey

10 Ways to Improve Your Next CX Survey

Surveying has been around a long time. Before we had web analytics, social media, or data warehouses, we had surveys. With today’s technology, brands can be connected to their customers like never before. Yet despite this world-shaking shift into the digital age, for many customer experience practitioners (us included, we fully admit!), surveying still remains a favorite method of data...

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How Supply Chain Management Will Save Your Reward Points

After eight months of searching for a buyer, Marriott International Incorporated acquired Starwood Hotels and Resorts Worldwide Inc. (SPG) for a staggering $12.2 billion, creating what is now the largest hotel company with more than one million rooms globally. This merger is facing a number of technological and operational challenges, yet frequent travelers throughout the world have only one...

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Breaking Down a Truly Collaborative Supply Chain

In 1984, Toyota and General Motors (GM) created New United Motor Manufacturing, Inc. (NUMMI)¹, a joint venture automobile manufacturing facility. NUMMI gave GM the opportunity to learn about lean manufacturing and was Toyota’s first manufacturing plant in North America. In order to be successful, NUMMI implemented the Toyota Production System and made continuous improvements to its...

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Role of Identity Management – Removing the Friction

With what seems like a daily stream of news related to data breaches these days, why is identity and access management (IAM) still: Not moved to the top of every CIO/CTO roadmap Only talked about as just the management of an identity and not also the governance of that identity Not a standard swim lane with every project that requires any type of authentication to any service (on-premises or...

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Sustainability Touches Work and Recreation

The Energy & Utilities team of West Monroe Partners recently had the opportunity to visit a methane digester, solar array, and brewery during its bi-annual collaboration retreat in Eau Claire, WI. You may notice an outlier in that group of tours. How do Leinenkugel and other breweries relate to sustainability? One of the first things you notice on a tour of any brewery is that it takes a...

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Negotiation is as Simple as Signing a Contract, Right?

A software selection process can be intimidating, time consuming, and frustrating.  Where do you start?  What are the rules of engagement?  What if the software vendor isn’t responding in a timely manner?  What if there isn’t internal alignment between IT and the business?  These are just some of the questions that are likely to arise during a software selection process.…

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A Perspective on Implementing Lean in Maintenance, Repair and Overhaul Business Functions

Introduction Lean implementations are proven to eliminate waste and promote better flow within the value stream. They can be applied to a variety of industries from manufacturing to healthcare, and production to service functions. In this blog, I’ll focus on Maintenance, Repair and Overhaul (MRO) business functions. Unlike traditional processes, MRO functions can have an extremely...

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Will the Grass be Greener for the Jolly Green Giant?

The End of an Era Recently, General Mills made another big splash in the food and beverage market with the leaked announcement of a potential divestiture of the Jolly Green Giant (JGG) label. Representing a large portion of General Mills’ frozen food portfolio, Jolly Green Giant accounts for approximately $700 million of the frozen division’s $1.5 billion in total sales and has become a...

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Receiving Standards Made to Work Part II: Job Setup

In my last blog, I spoke about inbound processes that will set you up for success on the receiving end. Now let’s talk about the actual receiver’s job setup and how that can further your success. The operating plan and tools provided to receivers will ultimately determine the success they are able to achieve during the work day.…

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222 W. Adams
Chicago, IL 60606
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