How Incorporating EQ into Process Execution Boosts Performance

In designing business processes, the focus has been around efficiency. When the goal is to expedite the work through one area to the next, undesirable effects could result. By incorporating emotional intelligence (EQ) into process execution, workers are more collegial. There is less frustration and finger-pointing. The beauty is everyone… [More]

To Standardize or Harmonize?

To streamline operations for optimal performance, businesses look for ways to garner benefits from consistent practices. The two most common approaches are harmonization and standardization. Harmonization is a way to stitch varying practices together so that the handoffs from one area to the next are problem-free. Standardization, on the other… [More]

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]

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]

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]

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]

Progression on Process Excellence

Businesses can take difference approaches to improve their operational processes. Some take a step-by-step approach. They start with automating high volume or most problematic manual processes to free up capacity. In doing so, they are able to increase speed and improve accuracy. Depending on the application or the tool they… [More]

Hidden Capacity Buried in Just-in-case Work

The cashier at a community centre closes her till at the end of each day with a printout of the total amount of money collected from patrons. She includes the summary with the money to be deposited at the bank. She archives the electronic copy of the summary and prints… [More]

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