When it comes to change, experts agree on one thing: Organizations must change, or they die. While most acknowledge the importance of change, they still don’t fully understand the change process and why it is so difficult. Implementing change is hard, and while a lot has been written about its…

The goal of benchmarking is simple: To learn what works and how to avoid unnecessary mistakes. The challenge, and where the confusion comes from, is how to apply benchmarking as an effective management tool within an organization.   Benchmarking has been a widely used management tool for…

At APQC, we define Benchmarking as the practice of being humble enough to admit that someone else is better at something and being wise enough to learn how to match and even surpass them at it.  Webster defines it as “to evaluate or check (something) by comparison with a standard.” The origins…

 APQC recently conducted research within our members to better understand their burning platforms and the plans they’re executing to address them. Turns out APQC members have never been more focused on the enterprise view, driven by the focus on improving “the End to End Customer Experience.”…