The cashier at a community centre closes her till at the end of each day with a printout of the total amount of money collected from patrons. She includes the summary with the money to be deposited at the bank. She archives the electronic copy of the summary and prints… [More]
Key Success Factors for Business Transformation
Ongoing market changes and technology advancement have posed an inevitable need for businesses to transform themselves in order to compete and thrive. Transformation for transformation’s sake could drain resources for little return. There are six key success factors for business transformation. 1. Customer experience enrichment Transformation efforts need to be… [More]
5 Ineffective Practices with Rules You Want to Avoid
Running an effective operation requires rules. Businesses need to establish rules for acquisitions of materials and labour, capital requests, quality control, and other operating procedures. These rules formulate a framework that enables smooth execution. A lack of them, or failure to follow these rules, would lead to adverse effects. Here… [More]
Five Reasons Why Modernization Initiatives Deliver Lack-lustre Results
Modernization initiatives are supposed to be transformative. Expectations for return on investment are high. Despite the commitment for resources and executive support, these initiatives often deliver lack-lustre results. There are five reasons for the lack-lustre results. 1. Conservative approach Concerned about potential chaos created by sudden drastic changes, the business… [More]
Operational Alignment to Remove Customer Irritants
Every customer has unique expectations from her purchases. These expectations range from quality to unfaltering customer support. The challenge posed to every business is its ability to orchestrate the operations to meet these expectation. Failure to do so translates into irritations for customers. Here is a list of eight customer… [More]
A Framework for Process Management
Excelling businesses are supported by well integrated processes within and across different functional areas. In order to maintain high performing processes in a rapidly changing business environment, it is essential to have a sound process management framework. There are six elements to a process management framework. Ownership A plant foreman… [More]
Digitization is More Than a Technology Play
The self-service kiosk is finally in place at the MacDonald’s in my neighbourhood. I clicked through the screens to order a coffee and a croissant. The kiosk was easy to use. On that day, there was a line of customers waiting to use the kiosks even though the cashiers were… [More]
5 Ways to Tell if Your Processes are Broken
Broken processes leads to frustration and potential chaos for your business. Your employees end up spending time trying to patch what’s not working. Here are 5 signs that you need to fix your processes: Customers are unable to reach you If your support channels are not able to respond in… [More]
Lessons from Apple Pay
Plastic cards fill our wallets. Credit cards, debit cards, loyalty cards, bank cards, membership cards, and ID cards add weight to the bulging wallet. The migration to the bar-coded key tags is an improvement but still an inconvenience. It is not surprising to find a wallet packed with more than… [More]
How to Overcome Silo Thinking
In many organizations, the functional structure is the default approach to organize their people and their work. It is straight-forward for management purposes because one can associate expertise with work. Despite the many benefits, silo thinking has been a constant damper to operational efficiency. Silo thinking is a result of… [More]
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