Long View Video Series

“I find that the organizations that are focused on serving the customers, helping the customers gain value, achieve their goals, those tend to be the organizations that do well.”

John Cooney
State & Local Tax Shareholder
Briggs & Veselka

The Ultimate Approach to Customer Satisfaction

Faster. Cheaper. Better. The point of operational excellence is to make companies more efficient and therefore more effective in the marketplace. Rather than thinking about operational excellence in terms of an inward-facing function, we learned a new way of thinking in these discussions with Grayson Hoberg, Chief Operating Officer, Kerr Consulting and John Cooney, a shareholder with Briggs & Veselka who has seen the inner workings of companies in a variety of industries and in a spectrum of sizes.