“The efforts of many companies to apply Industry 4.0 solutions are stuck in “pilot purgatory.” Determining where to focus and how to scale can help generate a meaningful, lasting impact… Automotive manufacturing led the adoption of modern production principles, such as Lean and Six Sigma. The underlying production systems are designed to cope with the complexity of mass-customized products. However, stricter emissions standards, the consumer-demand trend for greater personalization, and the cost degression and increased capabilities of robots require the industry to further transform itself.
“The authors present the case for the importance of Customer Experience in Government and Public Services. The article includes a chart with customer satisfaction with government services for 6 countries across service types. Top drivers for CX are also presented, the top two being reliability and simplicity. A recommended read.