February 27 was “No Brainer Day.” Time to take a deep breath, stop second-guessing your decisions, and quit overanalyzing things. Sometimes, the obvious answer really is the best answer. Take the issue of customer focus. It is an established business practice to consider the customer…
As we rush full steam ahead into a year of new promises, fresh starts, and of course challenges. I’d like to take the opportunity to first reflect on 2017 and how it’s set the stage for great things in 2018. Digital transformation, robotic process automation, machine learning, AI, prescriptive…
“The first rule of any technology used in business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency” –Bill Gates Process automation is yet another high-profile concept…
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…
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…
I talked to Stacey Vokrot-Mello of Cargill Inc. about the challenges and benefits of driving sustainable process improvements through organizational alignment. Stacey will be presenting ‘Driving Sustainable Process Improvement Through Organizational Alignment’ at APQC’s Process & Performance…
Lori Selsberg of Dell EMC talks about putting the performance in process management. She explains how Dell EMC decided that focusing onend-to-end processes was the best method for supporting its “One EMC” initiative, and why benchmarking and making sure a company’s strategic objectives part…
I talked to Mary O’Halloran of Knowledge Management Associates and Misti Molitoriss of AT&T about how they were able to defy stereotypes and make process improvement fun. Mary and Misti will be presenting ‘Fun at Work-How?! Create HR and Business Engagement to Manage More Change’ at…
We all have that one relative or friend that is constantly sharing articles or videos on all the ways you can use common household items in ways you’ve never imagined. The deluge of “15 ways to use vinegar” or “plastic bottle hacks” got me to thinking about one of the best parts of my job. Yes that…
I recently talked to David Sebel at Philips Lighting about what goes into starting an organization down the path of setting up a business process management (BPM) vision and strategy, governance, and organization. David will be presenting The Journey Towards a Process Thinking Organization at…