The Challenges with ‘One Source’
It is confusing when one has to deal with multiple sources of information. Frustration abounds in sorting out the gaps between inconsistent data. There are risks with decision-making based on inaccurate information. The end outcome could impact the business negatively. It is ideal to be able to secure a single… [More]
Customer Retention versus Customer Loyalty
Productivity is Not an Employee Issue
Productivity is often perceived as an issue with employee performance. We associate poor productivity with deficiencies in people that affect how much they are able to deliver within an allotted time. In fact, productivity is impacted by how a business structures and manages its operations. There are five areas where… [More]
Customer Effort Score
From Option to Value Creation
An aggressive wind storm toppled the fence on my property overnight. Anxious to submit a claim before I headed out to a meeting, I checked my insurance company’s website to see if there is an online option. I was thrilled that I could submit a claim online. When I got… [More]
Ways to Measure Productivity Improvement
Has Your Process Improvement Effort Fallen Sideways?
A process improvement initiative was kicked off a year ago as a result of a pressing need to boost productivity. Subsequently, various changes have been implemented. Crippling bottlenecks were eliminated. The systems are better integrated to facilitate smooth transitions of work across departments. A handful of improvement opportunities have also… [More]
Are You Missing the Forest for the Trees?
Make ‘Winning Mindsets’ a Priority for Your Business
Every initiative a business embarks on has an objective to improve its current state. The business goes through the exercise of compiling a list of data to validate the business needs and the return on investment. This addresses the management’s quest to justify the allocation of funding. Once the funding… [More]
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