You are here: Home / Blog

To Standardize or Harmonize?

by Leave a Comment

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]

What to Do About the Bottlenecks

by Leave a Comment

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]

How to Build a Culture for Continuous Improvement

by Leave a Comment

Successful businesses rally their employees to act in a coherent fashion. This coherence is driven by a common set of values and beliefs. Culture is the foundation for these values and beliefs. Building a culture for continuous improvement doesn’t happen overnight. It takes persistence and commitment. There are five steps… [More]

Listening to the Voice of Customer

by Leave a Comment

I just returned from a Operational Excellence Summit in Orlando. It was an excellent conference where companies shared their learnings on their journey to operational excellence. One common critical success factor is listening to the voice of the customers. It is crucial for the following reasons. The business exists to… [More]

How to Overcome 3 Operational Challenges with Multi-channel Support

by Leave a Comment

Convenience is a key consideration for customers when they choose who to do business with. Customers want to have options to access a business to make a purchase, research for information, address a billing issue, or file a complaint. It has become a necessity for businesses to offer multi-channel support…. [More]