Tag Archives: risk management

Are you listening to the Voice Of the Customer?….#business, #innovation

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One of the most difficult choices in New Product Development is in deciding what products to develop !

Lot’s of us watch “Dragons Den” on TV and it’s pretty obvious some of the budding entrepreneurs believe they have a great idea but have never even considered asking their customers or potential customers what they think.

To avoid wasting millions of dollars on products no one wants it is essential to listen to the Voice Of the Customer. (VOC)

Companies involved in New Product Development & Innovation need to establish effective methods to capture VOC.

This can take many different forms such as surveys, telephone conversations, face to face interviews, feedback forms, Social Media strategies etc etc etc

Whichever mix is used the information then has to be filtered and sorted to identify priorities for New Product Development. To do this effectively it is essential to have a multi-functional team involved to get a number of perspectives.

If you are involved in Innovation you need to capture the VOC.

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Is Intellectual Property killing #innovation

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You only have to follow the News to find out who’s suing who in the Intellectual Property wars, Apple,  Samsung, Microsoft, Nokia – they’re all at it – but is the whole intellectual property industry an anachronism of the past ?

Most technical innovation takes place at such a rapid pace, & product life-cycles are so short,  by the time the dispute get’s to Court the product is obsolete.

Geography also plays its part with some countries immune to International legislation.

There is also a strong argument that resources currently deployed pursuing & defending IPR could be better & more effectively deployed in innovation itself.

What do you think ?

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Diamond geezer #business

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The news today that Barclays CEO Bob Diamond has resigned has been greeted in many areas with unbridled euphoria. Those who blame “greedy bankers” for the current crisis are rubbing their hands in glee.

They may, however, be missing the point. All the talk about a culture of greed and lax morals is no more than politicians & moralist’s hot air.

If you put the kids in charge of the sweet shop then pull the blinds down and let them get on with it it’s not much of a surprise when you return much later all the sweets are gone & the shop is in disarray.

The current legislative framework is a result of persistent deregulation since the early 1980’s presided over by Labour & Tory and is the root cause of the Banking Crisis.

The system is broken & needs to be fixed.

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Candid Camera………….#pmot #innovation

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1st digital camera

1st Digital Camera

The recent news that Eastman-Kodak had filed for Chapter 11 bankruptcy created much derision around the fact that Kodak invented the digital camera back in 1975 but failed to exploit this achievement.

Of course hindsight is a wonderful thing & perhaps we should consider that back in 1975 Kodak had 90% market share of the conventional film market & the vast expansion of digital technology was difficult if not impossible to predict. In 1975 only a handful of hobbyists had a computer at home & most of these were incapable of displaying a decent colour image.

Innovation isn’t easy. Companies have to decide very carefully what to invest in & can spend many millions backing the wrong “horse”

One way to make this process easier is to capture the “Voice of the Customer” by carrying out carefully worded customer surveys, engaging the customer in online conversations via Social Media, having effective call centers  & by analysing customer return data. All of these activities can help organisations predict market trends.

The closer the supplier can get to its customers the better the chance of  Innovation success.

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Unemployment – #Innovation is the answer #pmot

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UnemployedIn the U.K today we slumped to another level of misery with unemployment hitting 2.57 million, the highest for 17 years. What a tragedy especially for our youth with levels above 21% for 16 – 24 year olds.

So what’s the answer – there is no magic solution to the world economic crises but how about some of the following:-

  • less focus on “the markets”, our repeated emphasis on stock indices performance has led to short terminism in the extreme.
  • Stop bailing out failing financial institutions. Trillions of pounds of taxpayers money on both sides of the Atlantic has been thrown away propping up banks which have made disastrous risky investments at our expense.
  • Using the money saved from the above embark on a major series of public works, transport, housing, digital technology and green energy solutions should be at the forefront.
  • Set up a state bank to invest in small businesses. Small Businesses employ around 60% of the private sector workforce & are desperate for funds to enable growth.
  • Set up more Technology parks. Cambridge is a fantastic example of how successful this strategy has been over the last 20 years.
  • Encourage start-ups in the North by offering financial incentives to do so. Far too much of our industry is currently situated in the overcrowded South East. There is a wealth of untapped talent in the North which is currently going to waste & plenty brownfield sites to build on. The developments at Salford Quays including Media City is a great example of what can be done when there is a will to do it.

These are just some ideas how we can stimulate the economy by investing in Innovation & Technology instead of continuing to bail out banks  pouring more valuable resources down the drain.
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Casino Capitalism….#pmot…#biz..#innovation

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traderWe have seen trillions wiped off stock markets worldwide, the FTSE 100 has lost over 10% of it’s value in the last week alone & our TV screens have been filled with hysterical traders and concerned politicians.

So does it really matter, in the long term probably not, but if you were planning on retiring soon and have an equities based pension scheme you may well have to think about postponing your retirement.

The markets have become the biggest casino on the planet, where billions are traded on market fluctuations to generate financial gain for wealthy funds. The problem is that massive losses can also be generated especially in times (like now) of great volatility.

It is almost as if Government policies are primarily based on satisfying short term targets of financial speculators.

Over the last 30 years we have seen increasing numbers of large corporations listed on the Stock Market. The benefits of this are increased transparency and greater share ownership but the downside is that company boards are increasingly focused on short term share performance rather than long term strategic growth. They are also more vulnerable to deselection which increases their focus on knee jerk reaction to stock market fluctuations.

So how do we escape from all this madness ?

Here are a few suggestions which may help:-

1) Corporations should seriously consider de-listing from publicly listed stock exchanges & revert to private Limited Company status. Directors will then be able to take a more objective long term view divorced from the daily vagaries of the markets.

2) They should follow the example of German organizations and involve workers representatives at board level, increasing participation and integration.

3) The only way to pay down debt is to generate growth; Governments need to think beyond printing money and subsidizing banks. Innovation in manufacturing and services should be strongly encouraged.

4) Failing corporations, whether banks or otherwise, must be allowed to fall. The risks of failing institutions should not be born by the taxpayer.

5) A state bank should be established to act in direct competition with the private sector so that essential Capital flows can be maintained.

6) Government (NOT essential public services) must be streamlined and taxes reduced. For too long those in business & manufacturing have subsidised those working for the state who provide no added value whatsoever.

We need a radical rethink if we want to escape the madness of Casino Capitalism.

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Project Management Rapture….#in…#pmot

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RaptureI knew exactly how Reverend Harold Camping felt on Saturday when his end of the world prediction (known as “The Rapture”) failed to transpire.

I’ve been there, oh yes I’ve been there; not predicting the end of the world of course, but forecasting a key project milestone to a customer. Tracking progress carefully and communicating regularly and what happens……a project bananna skin sneaks under the sole of my foot and all hell breaks loose, my project milestone is suddenly hoofed into the future and I’m left in front of the customer with egg, not only on my face, but dribbling down my shirt as well.

Of course I always go back to the customer offering 3 options and making every endeavour to minimize the delay but…..it’s never the same.

Like so many of the good Reverends followers who sold their houses, or spent their life savings prior to “Rapture” the Customer inevitably feels cheesed off to say the least.

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The importance of bin on message #pmot #in

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Obama2 Whatever the rights or wrongs of the killing of Osama Bin Laden the message delivered surrounding his dispatch was certainly confusing to say the least.

First he died in a vicious firefight, next he was unarmed.

He used his wife as a human shield, then it was her who leaped in front of him!

The Whitehouse staff watched every moment of the assault live, then…… oh no they didn’t, they only watched the first couple of minutes before transmission was lost ! etc etc etc etc

“Jeeeezzzzzz! can’t these guys get anything right? ” millions around the world screamed at their TV’s.

And this is just the kind of mixed messages we deliver to our exasperated customers every day of the week. First we promise delivery on a certain date, then we go back and revise it, then someone else tells them a different story, its hardly any wonder that customers get fed up and go elsewhere.

So here are some simple tips to make sure your organization is on message for your customers:-

1) Where possible have one direct contact per customer, if this is not feasible have one contact for engineering issues, another for commercial etc.

2) Before giving a customer a key milestone make sure the project plan is fully developed and includes some contingency to allow for risk.

3) If events transpire to affect a key customer milestone make sure every option is explored to pull back on track  before going back to the customer with the bad news.

4) If a major milestone is affected this should be communicated face to face.

5) Always give the customer a series of alternative options, so they can choose the best for them.

Keeping the customer on message is an essential part of managing customer relations and ensuring steady, repeat business.

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Are we too risk averse…?….#pmot #in

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riskmanagementThis week one of the busiest Motorways in England was closed for 3 days because of a fire in a scrap yard adjoining the motorway. In the ensuing debate questions were raised about the need to prevent such a thing happening again, including closing all potential threats in sites adjoining Motorways.

This was the FIRST TIME THIS HAD HAPPENED IN 30 YEARS !!!

It got me thinking about our attitude to risk.

How much time do you spend in New Product Development assessing and mitigating against risk ?

How much delay is introduced in the project timeline for risk prevention ?

Perhaps we need to have a better balance between risk mitigation and opportunity enhancement.

What do you think ?

chris@projectsguru.co.uk

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“Dee eff emm eee aaay”…? #pmot #in

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DFMEADFMEA or Design Failure Modes Effects Analysis is a Risk Management Tool which is widely used throughout the Automotive Industry.

DFMEA is a Team activity which is led by the Project Manager or Senior Design Engineer.

It involves using a set form & identifying the risks in the project.

Each Risk is called a Failure Mode. Each has an Effect. The Severity of this Effect is assigned a score where 10 is high impact & 1 low impact.

Each Failure Mode also has a Cause which is ranked according to its Occurrence or likelihood between 1 & 10.

Each Failure Mode also has a Current Control and its chance of detection is ranked 10 unlikely to 1 likely.

The product of Severity x Cause x Control gives us a Risk Priority Number or RPN which gives us a measure of the size of the problem and the urgency to address it.

Identifying a Recommended Action for each Failure Mode leads us to rescoring the Occurrence & Detection and subsequently reducing the RPN.

The key to success of DFMEA is not to get too hung up about the scores and to use it as intended, as a comparative tool for Risk Analysis.

chris@projectsguru.co.uk

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