The Predicament of “Go-to” Experts

The “go-to” experts in an organization are individuals who possess expertise that others seek to get things done. The expertise could be knowledge about a process, familiarity with a client group, or astute problem solving. The interesting thing about these “go-to” people is their position. They might not be a… [More]

How to Capture Operations Data that You Can Leverage

Operations data offers insight on how well processes and work activities deliver the intended outcomes. Often, service companies pay less attention to monitoring the day-to-day activities. The lack of monitoring leaves managers scrambling for adhoc measurements when problems arise. These adhoc measurements likely rely on manual approaches that are onerous…. [More]

How to Build Better Collaboration with Specificity

Interdepartmental collaboration elevates performance and morale. The lack of it leads to disconnects that damper customer service and operational efficiency. Recent conversations with clients about operational challenges highlighted three culprits that require attention. Information gap Handoffs of work from one department to the next call for appropriate information to be… [More]

How to Build Operational Agility Without Chaos

With the business environment constantly evolving, it is critical for a business to be agile and adapt quickly. Agility is the ability to be flexible in responding to change. This flexibility comes with a level of autonomy so people can make decisions without delays. Operations are governed by processes and… [More]

Are You Making Good Use of Your SOP?

The standard operating procedure (SOP) is a document that details the steps, precautions, and rules related to a routine operation. It serves to provide all the information needed for someone to do the work. Ideally, the SOP eliminates the need to chase after individuals for answers when questions arise. During… [More]

5 Reasons Why You Need to Make a Leap from Excel

When we need to record expenses, prepare budgets, chart data and crunch numbers, Excel naturally comes to mind. Since its launch in 1985 by Microsoft, it has morphed into a de facto tool for a variety of tasks. This versatile spreadsheet is used for forms, checklists, record keeping, data analysis,… [More]

The Post-pandemic Operating Model

With the economy slowly re-opening, businesses are rapidly reviewing the health safety guidelines they need to follow. The decisions business leaders make and the procedures to be put in place will be critical to the well-being of their customers and employees. The last thing anyone wants to see is chaos… [More]

How to Manage Meeting Action Items and Get Results

Meetings are held to gather input, discuss issues, develop solutions, make decisions, and identify next steps. They facilitate the development of alignment from the attendees on the plan of action, which in turn becomes a commitment to delivering the desired outcomes. Each meeting generates many action items. To ensure that… [More]

How to Overcome Top 5 Operational Excellence Challenges

Customer expectations and competition continue to exert pressures on businesses to strive for operational excellence. Despite a familiar topic for executives and senior leaders, there is still ample room to grow and excel in creating exceptional customer value through operational excellence. A recent survey conducted by Proqis on the Global… [More]

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