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]

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]

Self-service and Operational Excellence

Self-service has become a key option many businesses offer to their customers. It is appealing to the customers who are eager to take on the onus to get things done at their convenience. It is appealing to the business for many reasons. The business shifts the work to the customer,… [More]

Why Structure is Vital to Businesses

The strategic objectives and actions for a business were drafted by the executives in a company. They were shared with the parent company for approval to proceed with execution. At the same time, there was a directive to create a dashboard for reporting on progress and performance. While this looks… [More]

Are Your Templates Killing Productivity?

Businesses use physical forms and electronic templates for completing all sorts of work. Examples of common customer-facing forms and templates include the account application form, customer satisfaction survey, invoice, and auto-response email to inquiries. In the back office, there are the business case template, data entry screen, and performance dashboard…. [More]

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]

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