Executive Blog

Major Retailer
Situation MetaExpert Daniel served as Project Manager to a well-known clothing manufacturer and retailer with over 1,1000 stores located on 3 continents. Daniel’s proven expertise was key to substantial cost savings and process improvements. Actions A key part of Daniel’s role in overhauling this Major Retailer’s logistics process was to provide the initial kick off strategy guidance to Executive Management. Thanks to his track record of operational excellence, Daniel’s first step was to conduct due diligence with internal and external resources to capture the “AS IS” state of logistics operations. He then created a Work Breakdown Structure for the Project Plan to realize the “TO BE” state.  Once Daniel had determined the end-goal for this Major Retailer’s logistics, he: Developed, monitored, and controlled the Project Plan Conducted a weekly status update meeting with the Executive Management team Created and administered RFI. Created RFP, disseminated, crafted scorecard, and scored RFP responses…
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MetaExpert Holly Helps a Call Center Go Lean for Big Savings
Our MetaExpert, Holly, gets it done! See how she used her expertise in lean methodology and value stream analysis to bring big savings to a call center. Situation A call center was nearing the end of their State contract, with only 1 year remaining. The scope of the contract represented 20% of health insurance members. Actions MetaExpert Holly implemented a Value Stream Analysis to identify areas of waste within the call center that were a detriment to customer satisfaction, costing the organization money, and slowing down their processes. Holly’s analysis revealed that:  85% FCR resulted in activities having to be routed to multiple areas within the organization.  1/6 of these activities aged longer than 30 days resulting in significant member dissatisfaction.  Several projects were underway within claims escalations, but none would solve the root cause.  Waste in the process included up to 35% misrouting, and 25% first pass yield costing…
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Winning the War for Talent by Training from Within
The war for talent is all too real. Everyone is talking about the difficulty in filling positions that didn’t even exist a few years ago. There has been much finger pointing, such as the inability of the American Educational system to anticipate and train for needed jobs. Moreover, there are many complaints about the lack of critical thinking skills in most University graduates. But most companies don’t have the time to just finger-point when they need to make things happen and not just complain. “Recycling our experienced “top talent” seems to be an important intuitive step” New technologies come, morph, and disappear; and finding specific expertise for a particular solution can be difficult given the fact that “top talent” presupposes an existing level of expertise as well as a hands-on experience for that “right person” to plug into the new system. Supply and demand for “plug-in experts” drive up the…
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Contract Strategic Plans
Situation A global provider of Aerospace products headquartered in Chicago, IL, needed help developing a furniture Contract Strategic Plan (CSP) as the company approached the expiration of their current contracts. The company was concerned with the following: Fixation with going offshore to take advantage of perceived pricing advantages. Multiple suppliers spread across enterprise. Design & install costs vary by supplier. No formal governance process and lack of budgeting tools. Actions To help the company address their concerns, MetaExpert Tino led a cross-functional team to develop a CSP that included Defining Contract Objectives and goals, building a service delivery model, creating requirements aligned with objectives, defining the procurement strategy, and outlining the RFP structure. Tino helped the team define the evaluation criteria which included: Establishing furniture goals and objectives including best overall value, forward-thinking compliant system, and highly-effective integrated program for end users. Conducting extensive market research to alleviate concerns regarding…
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workplace pessimism
Pessimism is defined as a belief that the bad in the world overwhelms the good. The pessimist lacks both confidence and hope for themselves and for others. This type of mindset in your small company negatively affects management and other workers. The results of allowing pessimistic attitudes to prevail can cost your business clients and profits. Low Energy A result of pessimism is low energy. The employee does not believe it is possible to achieve a great deal, so they do not get excited about their work. According to TMS Global, a negative cycle ensues in which the person tells themselves nothing will go right, which makes him less likely to make an effort, leading to even more negative self-speech and less-positive results. When energy is low among one or more staff members, it is difficult to get projects completed. Managers must focus on counteracting pessimistic beliefs in order to…
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Bitcoin Blockchain Coins
Every day, there are billions of dollars’ worth of products moving through the global supply chain. And every day, there are thousands of concerns, complaints, and lawsuits being filed due to order problems, suspected fraudulent or knockoff items and damaged goods. Each complaint needs to be investigated and the truth of the complaint established or negated. This is a time consuming and costly part of supply chain management-particularly in a Global setting. The Middlemen Normal trade transactions usually require a middleman such as a bank or finance company. This adds even more complexity, resolution time and money to the process. Today, there is a growing interest in the direct, user-to-user e-commerce interface using blockchain technology. Enter, Blockchain Blockchain technology is a way to establish the “truth” as it relates to each step in the movement of goods. Blockchain refers mainly to the technology of encryption to assign validity to each…
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The Situation John, a MetaExpert was hired by the U.S. Air Force to help tackle the lack of concrete processes for conducting medical physicals which were causing inconsistent patient care. Prior to John’s arrival, the Air Force was providing inconsistent patient care resulting in long wait times for patients to be seen by providers. In addition, key information was being missed during appointments which caused the need for additional appointments. Outcome John led the Air Force project team through mapping their current “AS IS” processes in several functional areas and developed standardized processes where none existed. He implemented the Lean methodology to reduce excess waste in the existing processes. John made recommendations for future projects and the team was able to see immediate results with some of the “quick wins” John implemented. John’s expertise in Lean, Six Sigma, leadership, process mapping (Visio), waste reduction, and ability to implement quick wins…
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Six Sigma
MetaExpert, John, leveraged his expertise and experience with Lean, Six Sigma, process mapping, waste reduction, and quick wins to overhaul poor performance and low customer service rates in a large company in the warehouse and logistics space. He tackled slow processing times, low throughput, inventory inaccuracies, and customer order discrepancies. Outcomes John implemented automation best practices, increased volume, and decreased costs across the board. He redesigned a more efficient floor layout, implemented conveyor systems which eliminated linear foot movement and increased throughput time, and maximized automated pick systems. He employed barcode technology, thermo labels, and integrated systems which maximized efficiencies across the warehouse. In addition, he eliminated batch methodology which enabled the company to complete orders in real time. Not only did John transform these functions leading to a cost savings between $40-$60 million, his expert actions improved quality and accuracy to the customer, bumping customer satisfaction to nearly 99%.…
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Consulting Projects
Part of company problem-solving starts with an honest and objective appraisal. The company needs to evaluate if they have the human resources and political environment to properly analyze problems, develop a corrective plan, create buy-in of all stakeholders, and the leadership to make needed changes while the company continues with its daily business. In fact, making a decision to hire consulting assistance is much more than just a cost-benefit proposition. Most companies become focused on making changes when results (particularly sales or profits) turn down or don’t meet expectations. Many companies think they know what the problems or deficiencies are; however if that were the fact, why the problems? When making changes to a company’s process or procedures (or innovative ways to meet the ever-changing marketplace) it’s a wise proposition that before jumping to conclusions that the perceived problem be thoroughly investigated; regardless of how “obvious” the symptoms are.  If…
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Organizational Behavior
I recently saw a TED talk where a well-known organizational behavior expert pushed my button. As a management consultant, his presentation made a lot of sense…not only for business but also for our complex, modern times. Yves Morieux rightly pointed out (in my opinion) that we are all drowning in complexity. His main contention is that we spend way too much time doing, undoing, redoing in isolation. Even with the marvelous new technologies, we seem to be less productive and much more unhappy with our jobs. Basically, our organizational behavior is broken. Morieux felt the reason why so many workers are becoming disengaged is their frustration with burdens of complexity and the lack of job satisfaction due mainly to the need for a new way of structuring how we do business.   Traditional management theory expounds that companies need structures that clearly define the departmentalization of processes with specific job…
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