Have you realized the anticipated benefits from your operational excellence improvement efforts? Whether it is a simple elimination of redundant work or an extensive overhaul of a core business process, the validation of the impacts is just as important as committing the resources to initiate the improvement in the first… [More]
Have you accounted for the productivity loss from bad meetings?
I was sitting in a meeting last week to understand the issues my client has with their legacy systems. The meeting was scheduled for one hour and over half of the time was usurped by circling questions about the various systems. It was clear that the meeting chair and the… [More]
Design for Process Exceptions
Process exceptions are productivity dampers. Some exceptions are caused by human errors such as incorrect data entry. Others are triggered by unanticipated situations such as a customer request that doesn’t fall into any predefined categories. With evolving customer needs, exceptions will arise more often. They pose as challenges to established… [More]
7 Questions You Must Ask for Informed Decision Making
When faced with a critical problem, it is important not to let confusion and emotions cloud your judgement. To avoid making poor, hasty choices, you need to do some work. To make an informed decision, there are 7 questions you must ask. What is the normal state? We tend to… [More]
How to Make Change Stick
Making change stick is just as important as implementing the change itself. A recent conversation with a business owner about his process improvement effort revealed that he wasn’t able to realize the anticipated savings. A year later now, he found many changes are not reinforced and he has no way… [More]
Do You Engage the Frontline Workers in Your Operational Improvement Efforts?
Customer reps are often overlooked as a source of pragmatic ideas and customer insight for re-engineering operations. As the face of your business, frontline workers play a significant role in building solid customer relationships, which ultimately affects customer loyalty, your brand, and the growth of your business. The following examples… [More]
Do You Rely on Presumption or Logic?
Sitting in an Amsterdam cafe trying to find something other than eggs and croissants for breakfast, the traditional Dutch biscuit and butter caught my eyes. I had a good chuckle when my food came. What I got was two Dutch cookies served on a small toasted bread roll loaded with… [More]
Do You Measure Performance for Compliance or Commitment?
The monthly performance reporting and review is done in every business. Employees diligently produce the dashboard and business leaders meet on a scheduled day to discuss the results. As common as it seems, the exercise is a dreaded one in many organizations. For those who don’t appreciate the value of… [More]
The Effects of an ‘Inadequate’ Tool
The main purpose of a tool is to facilitate the completion of a task with ease. A tool can be a software application or a widget. It doesn’t matter what format or shape the tool comes in, it is costly to a business when a tool can’t deliver the needed… [More]
Advancing the Yardstick for Transformation Success
Operational transformation is an undertaking that spans across different facets of a business. There are the general goals of automation, cost reduction, and better service. Businesses have no problem in identifying the improvements they desire. However, the level of success hinges on how well they define the improvements. The approach… [More]
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