3 Ways to Accelerate Business Success with Customer Feedback

As part of the strategic planning process, I conduct customer interviews to gather feedback on satisfaction with the products and services delivered, key success factors and future positioning of a business. The conversations are revealing. Customers are delighted to be consulted. They are open to share how they utilize the… [More]

A Culture that Embraces Results Measurement

Results measurement is a subject that not every employee is comfortable with. Some are anxious feeling that the manager watches over their shoulders to monitor their work. Others feel offended that there is a lack of trust. In many businesses, the approach to results measurement creates conflicts between business units,… [More]

How to Use Data to Optimize Operations

A manufacturing company expanded its services to a new city. The success rate in bidding for work has been around 15%. The manager seeks for ways to improve the success rate. Improving the bid approach, and hence the success rate, could be a challenge. The bid needs to be profitable…. [More]

Do Your Operations Need to be Re-optimized?

Dining out is a great way to have a relaxing evening with friends. There are no cooking and no mess to clean up afterward. My expectations are no different from others who love dining out: good food and service. Last week’s experience at a local restaurant was a test for… [More]

Simple Tasks that Delight Your Customers

On a recent vacation to Quebec City, I goofed big time in misreading the departure time for the return flight home. The department time was 5:00. For whatever reason, I thought it was 5:00 pm. Around 3:00 pm, I strolled leisurely to print the boarding pass at the airport. The… [More]

Knowledge as a Strategic Asset

A project management services company uses contractors extensively to deliver its services. The company serves a niche market in the utility sector. As the contractors are free to pick up work to fill their capacity, there is no guarantee that they would stay with the company. Subsequently, special knowledge is… [More]