Using Imperfect Data for Decision Making

The massive body of data organizations possess is valuable information on their customers, suppliers, operations, and diverse aspects of their businesses. For decision making, the desire to attain the perfect data leads to stalled effort and missed opportunities. Time is spent on gathering as much data as possible, fixing incomplete… [More]

The Predicament of “Go-to” Experts

The “go-to” experts in an organization are individuals who possess expertise that others seek to get things done. The expertise could be knowledge about a process, familiarity with a client group, or astute problem solving. The interesting thing about these “go-to” people is their position. They might not be a… [More]

The Marvel of Pokémon

Pokémon just celebrated its 25th anniversary in the role-playing game business in February. It continues to draw a loyal following and a massive community around the world. Since the release of the first video game in 1996, the franchise bolds successes beyond the games arena. It has a hit television… [More]

How to Capture Operations Data that You Can Leverage

Operations data offers insight on how well processes and work activities deliver the intended outcomes. Often, service companies pay less attention to monitoring the day-to-day activities. The lack of monitoring leaves managers scrambling for adhoc measurements when problems arise. These adhoc measurements likely rely on manual approaches that are onerous…. [More]

How to Build Better Collaboration with Specificity

Interdepartmental collaboration elevates performance and morale. The lack of it leads to disconnects that damper customer service and operational efficiency. Recent conversations with clients about operational challenges highlighted three culprits that require attention. Information gap Handoffs of work from one department to the next call for appropriate information to be… [More]

Key Success Factors for Continuous Improvement

Continuous improvement is about making ongoing effort to improve products, services, and processes in your business. It is a powerful force when you have every employee think about problem solving. Instead of whining and complaining, employees analyze the situation and explore ideas to tackle an issue. There are several key… [More]