Subject matter experts (SME) are assets for a business. They have expansive knowledge and experience in specific subject areas. Their expertise is often built over time from hands on experiences. Here are seven ways to leverage their expertise: Problem solving. With her in-depth experience and knowledge, a SME can easily… [More]
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]
Why Milestones Aren’t Good Performance Indicators
Measurement for Process Performance
How to Put Measurements in Perspective
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
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