Net Promoter Score, Six Sigma and Free Cash Flow How are these KPIs related?

How to determine the impact of customer satisfaction or product quality improvements on the cash position of your company. Isn’t this a no-brainer? Of course the improvement of the customer satisfaction will improve the cash situation of your enterprise. Or? Of course the bettering of the product quality will improve the cash position of your company. Or? Actually – if you are honest to yourself – you only know for sure that investing in customer satisfaction or product quality reduces the free cash flow. At least in the beginning. Hence wouldn’t it be great to calculate the impact of satisfaction or quality measures on your free cash flow in monetary terms? Wouldn’t it be great to simulate different degrees of measures with respect to your cash gains or drains? You need to know yourself In order to develop material answers to such vital cash flow behavior questions you need to understand how your enterprise is ticking. You need to comprehend how your business activity is functioning in detail. You need to recognize how your people are interwoven in your business process. You need to figure out the DNA of your enterprise. The challenge is that your enterprise is indeed a complex adaptive system (http://en.wikipedia.org/wiki/Complex_adaptive_system) representing highly dynamic networks of interactions. CAS’ don’t behave in a simple deterministic manner. Hence traditional IT approaches are failing to master our enterprise worlds of today. New approaches based on principles of organic computing (http://www.organic-computing.org/general/index.html) are delivering startling results. Applied statistics is key to a new breed of solutions for those challenging problems. Detail and speed Static enterprise modeling as being done in data...