An Operational Excellence Model and Framework

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Achieving Operational Excellence requires the implementation of a Business Execution System that effectively and seamlessly integrates the following four building blocks: Strategy Deployment, Performance Management, Process Excellence, and High Performance Work Teams. Read more ...

The Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix Systems. It was introduced by Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow“.

Today, the Net Promoter Score has been widely adopted with more than two thirds of Fortune 1000 companies using the metric.

Research shows that, in most industries, there is a strong correlation between a company’s growth rate and the percentage of its Customers who are “Promoters” – that is, those who say they are extremely likely to recommend the company’s products or services to a friend or colleagues.

Please download our monthly gift below for a free presentation about the Net Promoter Score (NPS).

Upcoming Live Webinar

Join our "Introduction to Operational Excellence" webinar on LearnItLive. This live webinar is free-of-charge.

Date: July 6, 2017 from 09:00am to 10:00am (PST)

Our Operational Excellence Academy provides organizations like yours with professional Training Material, eLearning Modules, Webinars, and Training Aids & Tools.

This month you will receive a 20% Discount (valid until July 31, 2017) on the following two training modules. Just enter the discount code "July-2017".

Lean 5S Visual Workplace Organization
(Training Material & Templates)

Check It Out.

Lean Standard or Standardized Work
(Training Material & Templates)

Check It Out.

Our FREE MONTHLY GIFT includes a Net Promoter Score (NPS) Presentation:

The Net Promoter Score (NPS) - Presentation

Food for Thought - Below you will find a few readings about the Net Promoter Score we picked for you this month. We hope you like them.

Reichheld, Fred "One Number You Need to Grow". HBR, December 2003
EFQM User Guide: Net Promoter Score. EFQM 2013
Rumburg, Jeff "Metric of the Month: Net Promoter Score". MetricNet, LLC 2013

Quote of the Month: "Essentially, all models are wrong, but some are useful."

George Box

Please, feel free to share this newsletter with your colleagues and friends, if you think they could benefit from our training products and consulting services. Thank you.

Forward

Six Sigma Green Belt Workshop

Location: San Francisco, California

Dates: September 25 - 29, 2017 (Week 1)
October 23 - 26, 2017 (Week 2)

Join for the first 3 days of Week 1 and get your Six Sigma Yellow Belt Certification.

Check It Out.

Six Sigma Green Belt Workshop

Location: Los Angeles, California

Date: October 2 - 6, 2017 (Week 1)
October 30 - 2, 2017 (Week 2)

Join for the first 3 days of Week 1 and get your Six Sigma Yellow Belt Certification.

Check It Out.

”In the global and competitive environment of today and tomorrow, organizations must rethink and reshape their approach to execution in order to stay competitive. Operational Excellence is the strategic initiative under which this process can take shape“.

Frank G. Adler, Ph.D. - Operational Excellence Coach