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Optimizing Internal Efficiency Versus Customer Experience

May 16, 2017

Via: CMSWire
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There was once a company whose packaging was notoriously difficult to open. In fact, a TV program had a competition where it offered a prize for anybody who could open the package without spilling the contents. Nobody won the prize.

Why would an organization do that? Internal efficiency. The organization had sought to minimize the space and area that its prefilled packages would take up, so as to minimize distribution costs. The design it had come up with was optimal from a cost-saving point of view, allowing it to put the maximum number of packages on one pallet.

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