Why do things happen as they happen? What motivates people to do what they do? Why do certain changes succeed whereas others are being blocked? To understand the behavioural dynamics it is essential to search for the underlying forces at large.
At the centre of these forces you will find "people", alias the client for your product or service. Even if your product or service is be the best, even if you have the most efficient and effective processes, it is in the interaction with people that the combination has to prove its success. And because the people are located outside your organisation , the challenge is the bigger to include those interests in (internal) deliberations.

  • The Essence of Customer Service

"The highest service at the lowest cost". Who doesn't want that? But what does this statement say and how do you translate this into configuration of your processes?
The world of service starts after the sale has been closed. It is a world of small(er) volumes and difficult to predict demand patterns. It is not measured by a hard indicator because the service perception of a client is subjective. On the other hand the (internal) cost and inventory have a prominent place in the KPI's and result of your company. Service is also a (long) period of contact with your customer. A time span that can be used to create customer bonding and to generate new/ additional revenue.

  • The Essence of the Supply Chain

The supply chain is network of many links that cover the physical distance from "source to grave". In the old days these links were more vertically integrated and small scaled. Today the emphasis lies on horizontal integration and efficiency. This has led to a situation whereby the "source to grave" chain now constitutes of many different parties each with their own (internal) incentives. Production in China, call centres in India, truck drivers from Poland, warehouses outsourced. What remains unchanged is that the client of your product is still "here". The is oblivious to business process setup as long as he can obtain the product against the right price, on the right location in the right quantity and quality. Now the network consists of many links, it is essential that each link behaves and communicates in the interest of the (end)customer. You as director of the chain will need an integral approach to each decision.

  • The Essence of Health Care

The cost of health care keep on rising. With an ageing population this trend will only continue. The (Dutch) government has initiated the creation of a health "market" in order to use competition to lower the cost. But that does not solve all. In this "market" the health care providers and health insurance agencies are organised. The patient has very little to say. This patient wants "quality of life", wants better care, wants more care and wants to remain in his own home environment. Consequence of these choices is even higher cost. Is this bad? Not necessarily, as long as it is a choice. But in order to control the cost increase it is adamant to review the current health care setup ... and to embrace innovation and new technology. These developments have an ethical, financial and legislative aspect. Understanding the implications to all health care participants will be determining the degree to which we will be able to tune supply of health care to the demand.


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The Essence

In philosophy, essence is the attribute (or set of attributes) that make an object or substance what it fundamentally is, and that it has necessary, in contrast with accident, properties that the object or substance has contingently and without which the substance could have existed.