Want to Elevate Your Service Level? Listen to the Voice of the Customer.

“The best advertising is done by satisfied customers,” as famously stated by American Marketing author, Philip Kotler. So, it should come as no surprise that meeting customer expectations and driving customer satisfaction continue to be the number one priority for businesses. But what’s most important to note is that customer satisfaction should always be a moving target – if you’re fortunate enough to have “achieved” it at one point in time, you’ll simply have to aim higher the following year.

Customer Service: Then vs. Now

Historically, the concept of customer service applied primarily to companies who provided their customers a service offering. Organizations that produced goods had different things on which to focus – from manufacturing to supply chains to distribution.

But that was then.

In recent years, however, there has been a paradigm shift. The focus on customer satisfaction seems to be equally as strong in both product-producing companies … Read more...

RFPs Help You Compare Apples to Apples in Your Search for Solutions

Top companies embrace change as an opportunity to transform their business and beat the competition. They actively research, procure, deploy and manage new hardware, software and services to lower costs and increase revenues. Creating a request for proposal (RFP) often is an early step in finding solutions to your organization’s pain points.

RFPs standardize project specifics such as goal(s), scope, timeline and budget for potential vendors, and ensure you are comparing apples to apples. RFPs are a common best-practice for procurement by private and public companies and governments. In fact, the average public sector organization runs 18 RFPs a year.

“Major changes to your business require an expenditure of resources, including what can be a significant investment in time and money. The return on your investment should be EHSQ software that spans the gaps across functions and can connect with other systems at your organization that are part of production, … Read more...

A Darker Shade of Orange: How to Thoroughly Understand and Effectively Manage Autumn Anxiety

While some people enjoy the changing of the seasons (I happen to be one of them), I will say this: it’s not always an easy transition. You can often feel down – at least at the subconscious level – without even realizing it. It’s not always easy to comprehend, much less simple to identify the reasons why you feel the way that you do. If you’re anything like me, you somehow rationalize it and often dismiss it.

But that’s just pulling the wool over our own eyes, isn’t it?

If we actually took the time to research whether this is a legitimate condition or not, we’d realize that the answer – according to the experts in the field – is a reverberating yes.


Understanding the Science Behind it All


Before attempting to tackle the issue head on, it’s important to understand the issue in its entirety, starting from its true … Read more...

Preserving Longevity: Building a Business Continuity Plan Based on ISO 22301:2019, ISO 31000:2018 and Best-of-Breed ESHQ Software Solutions

In the words of Charles Darwin: “It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change.”

This applies to the business world where we see organizations that not only have adapted to but thrived in change or disruptions. Further, this brings to light the evolution of and significance of the concept of business continuity.


Unequivocally Essential: The Importance of Business Continuity Planning in Determining Risk and Supply Chain Resilience


As the effects of the COVID-19 outbreak to the global supply chain system have been nothing short of catastrophic, business leaders, particularly those with complex supply chain systems, have had to put solid efforts into examining the way they operate their businesses and possibly revisit their business continuity plans.

In some cases, this requires stepping back and looking at the plan not only from a … Read more...

L2L Episode 2: What Are the Key Barriers to Gaining Better Visibility in Health & Safety Today?

How much visibility do you have into the incidents – actual and near-miss – that occur in your facility?

In this video in our Leaders2Leaders series, our panel of health and safety leaders discuss the barriers that limited their visibility into health and safety performance.

Achieving Visibility into Performance

How to achieve more visibility into safety performance has been a conversation for 25 years, said Paul Darby, Global Head of Health and Safety at DHL Global Forwarding. ‘It’s this capture on the ground, when incidents happen, particularly near misses. Our injury reporting has got much better but being able to capture things and get it into a system or platform… It’s still that on-the-ground battle with operations that incident reporting ‘takes’ their time. Once you get it into a platform, it’s relatively easy.’

Ratna Morjaria, Global ESH Director, Evonik, warned that if companies are going to ask employees to … Read more...

Delivering Business Value by Speeding Up the Software Solution Selection Journey

In the past, when organizations would consider making large infrastructural or software investments, the process involved an extensive research process followed by continuous back and forth between the parties who were proposing the investment and the decision-makers. In fact, the buying process could take anywhere from months to years.

But those were different times.

With the pace of business today and the various business models in market, decisions can be made in a fraction of the time.


The Evolution of the Software Procurement Process in the B2B Space


Due to the material advancements in software in the past decade or so, there have been key changes to the “software buying experience” in the corporate world. They can be summarized as follows:

  • The introduction of the SaaS (software-as-a-service) model now allows potential buyers to experience free trials, which lessens the guesswork and risk of the final decision.
  • The accelerated
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Pivoting Towards Progress: Driving Agility in Quality and Supplier Management by Foolproofing Supply Chains

As the saying goes: “Progress doesn’t always follow a straight line.” No matter how severe short-term challenges can be, what is critical is that you’re always moving forward.

While predicting future changes or disruptions is next to impossible (particularly in the business world), planning for every major scenario is crucial and is essentially what sets forward-thinking leaders apart from the rest.


Navigating through Disruption: Current Challenges in Quality and Supplier Management


While no industry or sector is immune to the effects and aftereffects of the COVID-19 pandemic, there are some that have been harder hit than others. The quality and supplier management space just happen to fall into that category. Within these practice areas, supply chains have gone through a severe disruption.

While there is a breadth of challenges that supply chain leaders have been facing, the most common ones include the following:

Type of DisruptionHow They are Brought
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Introducing Expert Connect: Our Monthly New Knowledge Exchange Forum

As the saying goes: “Tell me and I forget, teach me and I may remember, involve me and I learn.”

That’s precisely the idea behind Expert Connect, our virtual event series designed to provide attendees with an exciting experience based on the exchange of ideas, experiences and industry knowledge. This is a true testament to our continued focus on trying to provide our customers, prospects and community with a breadth of experiences.

“There’s something refreshingly different, yet impactful, about learning through free-flowing dialog,” says Scott Gaddis, Vice President and Global Practice Leader, Safety and Health at Intelex. “It lends itself to heightened collaboration and ideation, which is ultimately our end-goal.”


Learning through Dialog: Expert Connect in a Nutshell


Now that we’ve provided context, let’s take a look the key details.

Each session will:

  • Be facilitated by a moderator from Intelex, an industry expert and a panel of specialists.
  • Consist of
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Learning through Proven Methods: Driving Business Resiliency by Applying Best Practices in Lean

Despite juggling competing priorities, building resilient systems and processes within their organizations continues to be top of mind for business leaders today and is anticipated to be so for the foreseeable future. As such, the first logical step is to turn to existing methods and approaches that have been proven to be effective—of these, lean is a strong contender.


Starting from the Beginning: The Definition of Lean


Defined as “a way of providing maximum customer value while minimizing effort, equipment, time, and waste in the production system,” lean is based on five principles:

  1. Value is defined according to the customer’s perception of it.
  2. Organizations must map the entire value stream and eliminate anything that doesn’t contribute to customer value.
  3. Products and services must flow smoothly to the customer with no interruptions.
  4. Customer requirements pull value upstream along the process.
  5. Perfection with no waste is the goal of the production system.
Read more...

Safe + Sound Week: 10 Ways to Get your Program Started

As part of OSHA’s Safe + Sound Week, the agency has a number of resources available for download.

If you are not quite ready to implement a complete safety and health program, you can download a one-pager outlining these simple steps the U.S. Occupational Health and Safety Administration (OSHA) suggests you take to get started. Once these steps are completed, your organization will have a solid base from which to take on some of the more structured actions you may want to include in your program.

  1. Establish safety & health as a core value – Tell your workers that making sure they finish the day and go home safely is the way you do business. Assure them that you will work with them to find and fix any hazards that could injure them or make them sick.
  2. Lead by example – Practice safe behaviors yourself and make safety part
Read more...