Better Process Management Through Improved Customer Service and Experience

Holly Lyke-Ho-Gland's picture

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. 

What Generation X Wants from the Workspace of the Future

Rachele Collins's picture

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 two other generations (Baby Boomers, born in the mid 1940’s to the mid 1960’s; and Generation X, born in the mid 1960’s to early 1980’s) in the workplace today that are largely ignored in terms of all of the attention and hype, but still nonetheless important.

Overconfidence in Full Effect

Michael Sims's picture

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 evolutionary sense, humans ended up overestimating their own abilities is beyond me (although it’s a stimulating web search rabbit hole), but it never ceases to astonish me when I see it.

The Future Is Here, Are You Ready?

Carla O'Dell's picture

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.

How Do Productive People Do It?

Carla O'Dell's picture

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.” 

What Do Millennials Want Out Of Work?

Carla O'Dell's picture

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.

Locate Where Process Improvement Can Help You Most

Holly Lyke-Ho-Gland's picture

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 digitization journey in HR?

2017 Is the Year of the Case Study

Michael Sims's picture

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.

All or Nothing: Why Commitment Is Essential for KM Program Success

Lauren Trees's picture

July 26 was “All or Nothing Day,” which encourages people to go “all in” to break through barriers, conquer fears, and make commitments.

One of the biggest stumbling blocks to achieving success is lukewarm commitment. This is particularly true for knowledge management programs. Half measures are not enough. If you don’t go all in with a commitment to long-term plans and dedicate resources for evaluation and improvement, you are likely to get little in return.

How to Fix Employee Fatigue Ruining Process Improvement Initiatives

Holly Lyke-Ho-Gland's picture

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 Management Conference.

Stacey Vokrot-Mello currently serves as a Business Process Optimization Leader at Cargill within the Food Ingredient and Bio-Industrials platform.