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]

Operational Realignment for Pivoted Businesses

Pivoting your business is a necessary survival strategy during uncertain times. Whether you choose to introduce a new product or service, migrate staff to support the digital channels, or unbundle your service offerings to make them more appealing, there is a need to realign your operations. Shifts introduced as a… [More]

Decisive Risk-taking

Crossing the road blind-folded is not a good idea. You risk missing the curb or running into other people. For the visually impaired people, they are trained to handle these risks. They use a cane and listen to the accessible pedestrian signal for cues. Risk-taking is inevitable in business. Avoiding… [More]

Putting People First

The sudden departure of a handful of skilled employees is detrimental to any business. The impacts are wide. Employee morale takes a hit. Immediate workload redistribution is inevitable. Projects are put on hold. While leaders attempt to maintain operations at the same level, customers are impacted as a result. Despite… [More]

Leading like an Opera Conductor

Seated in the Opera Bastille watching the performance of La Boheme in Paris, I was fascinated by the orchestra playing in the pit. The different instruments delivered perfectly synchronized music accentuating the dramatic moments of the opera. This was made possible by the conductor, who led the ‘team’ to deliver… [More]

3 Ways to Accelerate Business Success with Customer Feedback

As part of the strategic planning process, I conduct customer interviews to gather feedback on satisfaction with the products and services delivered, key success factors and future positioning of a business. The conversations are revealing. Customers are delighted to be consulted. They are open to share how they utilize the… [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]

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]

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