How to Build a Culture for Continuous Improvement

Successful businesses rally their employees to act in a coherent fashion. This coherence is driven by a common set of values and beliefs. Culture is the foundation for these values and beliefs. Building a culture for continuous improvement doesn’t happen overnight. It takes persistence and commitment. There are five steps… [More]

How to Overcome the Trepidation About Performance Measurement

In many businesses, performance measurement is not an organization-wide practice. Other than the financial results, little is monitored. When a decision is made to expand results monitoring, there is much trepidation about measurement. This is due to the entrenched practice on using performance measurement to identify and penalize poor performance…. [More]

Process Excellence Opportunities for 2017

The dynamic marketplace promises continual pressure on businesses to stay competitive and relevant. As process excellence is key to build agility, there are many areas where businesses can focus their investment for 2017. The following is a list of 10 areas for accelerating process excellence. Process mapping and modelling To… [More]

What to Do About the Bottlenecks

Bottlenecks are choke points where the available capacity is not able to handle the demand. Customers don’t like bottlenecks because it means they will be queued to get served. Businesses don’t like them either for they are signs of poor management. There are three main types of bottlenecks. They are… [More]

Prerequisites for Successful Process Transformation

As businesses adopt technology to transform their business models, process transformation must follow to support the new operating model. The effort to transform processes has been underestimated. There are five prerequisites for successful process transformation. Clear identification of backend support requirements With a focus on delivering improvements to the end… [More]

Listening to the Voice of Customer

I just returned from a Operational Excellence Summit in Orlando. It was an excellent conference where companies shared their learnings on their journey to operational excellence. One common critical success factor is listening to the voice of the customers. It is crucial for the following reasons. The business exists to… [More]

How to Overcome 3 Operational Challenges with Multi-channel Support

Convenience is a key consideration for customers when they choose who to do business with. Customers want to have options to access a business to make a purchase, research for information, address a billing issue, or file a complaint. It has become a necessity for businesses to offer multi-channel support…. [More]