Most of the talk about improving client efficiency tends to revolve around the hard, expensive stuff: physical plants, supply chains and new technology. But the co-founders of nPlusOne Consulting, Susan Lesser and Claudio Fiorani, believe performance can be improved in significant ways by focusing on the softer, less capital-intensive stuff: cultural changes, training, and improved communication. And between them, they've got several decades of experience to back it up. To learn more, Consulting One on One recently sat down with them to learn where clients are too often missing opportunities.
Consulting: What's the big idea that sets nPlusOne apart from other consulting firms?
Fiorani: In a typical company, more than 30 percent of expenses are tied up in personnel costs. And we've found that business owners don't really focus on measuring that 30 percent. They'll measure inventory, manufacturing output, client pipeline, etc. But when it comes to
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