4 Ways to Enhance Productivity through Design

Businesses deploy software to automate and improve efficiency. Unfortunately, the return of investment might fall short of expectations. Instead of facilitating effective work completion, the software is clunky to use. Users do what they need just to move the work along. They create workarounds to bridge gaps. Assuming that the… [More]

Develop the Analyst in Every Employee

Job scopes are changing rapidly with the adoption of technology. There have been abundant discussions around what the ‘future of work’ looks like. The skills needed would be very different. For businesses, the need to have great talent who can keep the business running remains. A skill that every job… [More]

The Balancing Act between New and Old

The adoption of technology in business has been taking place in a feverish pace. While many businesses have garnered significant productivity improvement from the investment, many are struggling to integrate the new technologies with the existing systems and operations. Not every business has the luxury of swapping out old technologies… [More]

What to Avoid to Optimize Your Automation Investment

Automation is on most businesses’ radar to improve productivity and maintain competitiveness. It is an investment that has significant effects on the employees, customers and business partners. In order to optimize your investment in automation, there are three things you want to avoid. Mirror existing workflow Existing workflow might be… [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]

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]

Prerequisites for Successful Process Transformation

As businesses adopt technology to transform their business models, process transformation must follow to support the new operating model. The effort to transform processes has been underestimated. There are five prerequisites for successful process transformation. Clear identification of backend support requirements With a focus on delivering improvements to the end… [More]

Listening to the Voice of Customer

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

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]

To maximize business results, call Connie at 604-790-1220 or email us today!