Winning Customer Service in a VUCA World

Winning
Customer Service
in a VUCA World
Gary Neights
2015 CCSMG Conference
April 21, 2015
Agenda
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•
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What is VUCA
How is it Relevant to Our Business
Adapting to VUCA
Appendix. Data Insights Help Manage VUCA
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What is
VUCA
3
What is VUCA
Video
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How VUCA is
Relevant to
Our Business
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Volatility Is Increasing
Professor Martin Christopher
Cranfield School of Management
Supply Chain 2.0: Managing Supply Chain Complexity in an Age of Uncertainty
2015 CCSMG Conference. gneights@Elemica.com
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Chemicals are Changing
Robert Blackburn
President Information Services & Supply Chain Operations
Supply Chain Requirements in a “VUCA” world
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Customer Service Still
Needs to Deliver!
Delivering excellent service to all
customers is the key imperative….
Dr. Josef Packowski
Traditional supply chain planning… cannot handle the new
challenges in the world of variability, uncertainty,
complexity, and ambiguity—the VUCA world.
Dr. Josef Packowski
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What VUCA Do You Face
In Your Supply Chain?
Volatile:
_______________________________________
_______________________________________
Uncertain:
_______________________________________
_______________________________________
Complex:
_______________________________________
_______________________________________
Ambiguous: _______________________________________
_______________________________________
Appendix A. Appendix. Data Insights to Overcome VUCA
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Adapting to
VUCA
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VUCA Requires
Dilemma Management
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Leadership Tactics for
VUCA
• Volatile Situations…
– Communicate clearly
– Ensure your intent is
understood
• Uncertain Situations…
– Get a fresh perspective
– Be flexible
• Complex Situations…
– Develop collaborative
leaders
– Stop seeking permanent
solutions
• Ambiguous Situations…
– Listen well
– Think divergently
– Set up incremental
dividends
Source: US Army Colonel Eric Kail
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Leading in Complex and Uncertain
Times
Innovation People 2013
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What Would Help You
Deal with VUCA?
People:
_______________________________________
_______________________________________
_______________________________________
Process:
_______________________________________
_______________________________________
_______________________________________
Technology:
_____________________________________
_____________________________________
_____________________________________
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Countering VUCA:
VUCA Prime
• Vision
•
– An intent create a future
•
– Ability to make sense from
chaos
Understanding
– Ability to stop, look, and
listen
Clarity
•
Agility
– Reward “wirearchy” over
hierarchy
“We are moving from a world of problems, which demand speed, analysis, and
elimination of uncertainty to solve, to a world of dilemmas, which demand
patience, sense-making, and an engagement of uncertainty.”
By Paul Kinsinger, Clinical Professor, Thunderbird School of Global Management
Adaptive Leadership for the VUCA World: A Tale of Two Managers
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Managing VUCA in the
Sales Process
Video
Source: Herrmann International
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Appendix.
Data Insights
Help Manage
VUCA
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Decision Support:
CCSMG Focus Group
Before Product Ships
If you can’t resolve the issue before it happens, at least know
about it before your customer does
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Decision Support:
CCSMG Focus Group
After Product Ships
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Prescriptive Alerts:
CCSMG Focus Group
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Predictive Alerts:
CCSMG Focus Group
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Customer Service Metrics:
CCSMG Focus Group
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Supply Chain Metrics:
CCSMG Focus Group
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For More Information
• Gary.Neights@elemica.com
• 267-237-7294
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