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How Smart Organizations Set Up Successful Work From Home Programs
As I write this blog (from the local Starbucks), many parts of APQC’s hometown of Houston are still working to recover from Hurricane Harvey, an incredibly destructive Category 4 storm that hit Texas and Louisiana in late August 2017. This storm was considered a flood disaster, dumping a total of…
What is Blockchain?
Much is being said these days about blockchain, also referred to as distributed ledger technology, and its impact on business. Let’s be honest with each other: are you familiar with blockchain? If you are not, then the good news is that you are not alone. And if you are extremely familiar, you are…
Better Process Management Through Improved Customer Service and Experience
I talked to Roy Barnes, author of ‘Customer Experience for Dummies’ about the difference between customer service and customer experience and how better process improvement matters for both. Roy, you have talked about realizing the difference between customer experience and customer…
What Generation X Wants from the Workspace of the Future
Due to their sheer volume in the workplace, we are constantly bombarded with information and analysis about what the Millennial generation (born in the early 1980’s to the late 1990’s) desires in terms of workplace expectations, office environment, norms, and culture. However, there are at least…
Overconfidence in Full Effect
Every so often, I hear the hilarious statistic cited that ninety percent of drivers think that they are better than the average driver. It goes without saying that this is a mathematical impossibility. And it demonstrates the proven cognitive bias known as “illusory superiority.” Why, in an…
The Future Is Here, Are You Ready?
Digital transformation is on the strategic agenda for many organizations. However, there is confusion about how to differentiate true digital transformation from discrete digital projects shrouded in hyperbole. Process automation is nothing new. However the sheer scale of processes that can be…
How Do Productive People Do It?
Why are some people more productive than others? To find out, I asked two stellar and productive past Big Thinkers to “Describe the circumstances under which you are most productive.” Charles Duhigg is a husband, father of two young children, Pulitzer prize winning NY Times reporter…
What Do Millennials Want Out Of Work?
This year's Aspen Ideas Festival was highly tweetable, especially two tracks particularly relevant to the future of knowledge management (KM) and knowledge work in general. The Thinking Machine: “Artificial intelligence (AI): now, next, and never going to happen” I believe that AI is…
Locate Where Process Improvement Can Help You Most
I talked to Georg Lange of Syngenta AG how they digitized their HR-function to reduce costs and increase promoter score. Georg will be presenting ‘The Digitalization of the HR-Function of Sygenta’ at APQC’s Process & Performance Management Conference. Why did you start your…
2017 Is the Year of the Case Study
At APQC, we like to maintain constant contact with our members to ensure that our research aligns as closely as possible with their business needs. While our members’ interests and challenges fluctuate from year to year, one piece of feedback we receive from them remains constant: they love case…