Section 3:
Maintaining The Wagon Wheel - Monitoring, Measuring & Adapting
3.1 Monitoring
3.1.1 Identify the cause, don’t treat the symptoms
3.1.2 Losing momentum - why things don’t happen
3.1.3 A problem well-defined is half solved
3.1.4 Pricing - from the customer’s perspective
3.1.5 Keeping tabs on the competition - setting up a market intelligence system
3.2 Measuring
3.2.1 Staff performance appraisals
3.2.2 Teams - measuring their effectiveness
3.2.3 Interpreting customer feedback surveys
3.2.4 Measuring customer / supplier relationships
3.3 Adapting
3.3.1 Pricing - you can’t buck the rules of supply and demand
3.3.2 Survival! - Focus on the things you control
3.3.3 Survival! - Paddling in someone else’s pool