Manager's Forum

Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new clientele. Simply enhancing existing customer-service programs can help improve and retain critical business relationships, but to build a solid niche, investing in "extreme" customer service measures may be necessary.

Extreme customer service extends beyond a company’s help center and customer-service representatives. It permeates an entire organization, placing a customer’s needs at the center of each decision from product and service deployment to delivery and beyond.

Intelligence—strategically applied data—is more than knowledge, more than information or facts. Whether you’re managing products, processes, people, competitive position, a test-floor operation, or a global manufacturing enterprise, comprehensible, actionable data is the key to success.

Not every engineer is cut out to undertake design work, and many spend years of unsatisfied toil in their engineering positions. There are alternatives, though, for those who wish to break free and take the challenge of less routine tasks, a job that still requires significant hard work in an area that demands more human intervention. I am talking about sales engineering.

Manufacturing outsourcing isn’t a new concept for the semiconductor industry. Over the past decade, companies up and down the supply chain have adopted outsourcing in various degrees to help offset costs and increase productivity. Recognizing the benefits and potential ramifications of outsourcing and picking the right balance for your company is a matter of strategy.

A Google search under the key word globalization yields more than 1.6 million hits—ample proof that both interest and definitions abound. What does it really mean to be a global business? What is the best management infrastructure for this business? How then do you successfully lead and manage in a global business environment?

Companies garner their strengths from a variety of sources. Some get their power from the market position of their products. Others enjoy the strength that comes from being a large, well-funded organization.