How Leadership and Change Culture Impact Transformation
Transformation initiatives consume significant resources and effort. For businesses that have been around for years, it is more challenging when long-tenured employees resist change. At the same time, leaders who are timid in pursuing change tend to garner little engagement from employees. Leadership and change culture influence the success of… [More]
The ‘Happy’ Queue
Queuing for service is a test of patience. Customers might abandon their effort when the wait time becomes intolerable or conflicts with their plans. There are many ways to enhance queue experience. Inform and manage expectations Standing in a queue builds anxiety. When informed, customers can decide whether to wait… [More]
From Functional Excellence to Integral Collaboration
Paper maps have been a staple in my luggage when I travel as I rely on them to get myself oriented in a new city. In my recent trip to France, I managed to rely fully on my smartphone. Prior to departure, I did some research to get myself oriented… [More]
Tips on Collecting Relevant Customer Feedback
How to Overcome the Fear of Performance Measurement
An Overlooked Approach to Close Performance Gaps
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]
When to Collect the Net Promoter Score
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]
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