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Dan Morris
Companies need to refocus and significantly reduce their cost reduction frenzy. Was it needed? Yes. Is it still needed? It will always be a concern, but it should not be a major focus for some time into the future. Why? The world has changed and there are dire predictions for large companies.
Tags: growth | Dan Morris | Cost Reduction | business evolution
May 15, 2017 by Dan Morris
Jeff Cole
“My division is unique,” said the Vice President. “No you’re not,” said the quality manager. “We are different” “Sadly, you’re not!” After several rounds of such talk, the quality manager found himself in a new employment opportunity asking different questions such as “Would you like fries with that?” So who is right – the VP or the manager?
Tags: process change | business process | Organizational Change | Jeff Cole | process change management | Change Management
April 10, 2017 by Jeff Cole
Ian Gotts
This in an excerpt from my recent free ebook "Analysis, Automation and Adoption for #AwesomeAdmins"(44 pages of valuable content - not 6 pages of marketing fluff). It is written with Salesforce implementations in mind, but it is equally applicable to any other systems implementation; MSDynamics, SAP, Workday, Oracle etc or in fact any Read more
Tags: Analysis, Automation and Adoption for #AwesomeAdmins | Ian Gotts | Projects | project management | project failure | Scope Control | Poor Scope Control
February 20, 2017 by Ian Gotts
Jeff Cole
If you want to understand the power of emotions driving action, look no further than the stock market. Some authors say that three emotions drive short-term market movements - Greed, Fear, and Uncertainty.
Tags: Jeff Cole | Emotions | change | process change | Business Process Change
January 12, 2017 by Jeff Cole

Essential Management for Doers, Doubters & Darers

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Jim Champy
Most so-called “transformational change” efforts fail. It’s difficult, if not impossible, for an organization to change everything at once. Yet enterprises are challenged to adapt quicker than ever to compete and survive. But where should they begin? Every change needs to start with a compelling case.
Tags: Peter F. Drucker | transformational change
April 12, 2017 by Jim Champy

BPM Straight Up - Separating Fact from Fiction

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Dan Morris
I continually run into companies that are at both ends of the digital and business transformation spectrums.  Many are really just getting started and others are well along the business or digital transformation roads.  All of these companies have at least one thing in common – everyone is uncertain of the future and the investments that will be Read more
Tags: Business Transformation | Digital Transformation | 2017 | Dan Morris | change | ACA | regulation changes | operational transformation
December 17, 2016 by Dan Morris
Dan Morris
The place to start any discussion on OPEX is with the question – “What is it? What is OPEX?” To start with, I translate OPEX as Operational Excellence, not Operating Expense. That is the only easy part of any potential definition. I asked quite a few contacts of mine what it means to them and I got a lot of different answers. So, I went to the Read more
Tags: OpEx | Operational Excellence | Organizational Leadership | leadership | Business Transformation | Dan Morris
November 21, 2016 by Dan Morris
Dan Morris
I have been working in both Business and Digital Transformation and it has become apparent that there is an often underappreciated underlying issue that is stopping many people from really delivering the level of improvement that they could. This issue is complexity!Think about it. Complexity is at least part of the root cause of most major Read more
Tags: IT | Dan Morris | Digital Transformation | Business Transformation | complexity
October 31, 2016 by Dan Morris
Dan Morris
Digital Transformation is more than adding a Business Process Management Suite (BPMS) of tools, or putting in an ERP or even putting out an app on social media.  It is also more than a new website or even moving to leverage cloud computing or advanced analytics. All of these things are part of it, but they are not Digital Transformation. They are Read more
Tags: Dan Morris | Digital Transformation | Business Transformation
August 24, 2016 by Dan Morris

Street Smarts for Change Management

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Jeff Cole
What does root beer have to do with driving successful process change?    A lot as it turns out!When I was a kid, it was always a treat to go to the local A&W Root Beer drive-in for a frosty mug along with a hot dog. A&W started in the US and Canada in the early 1900’s and was named after founding partners Roy Allen and Frank Wright.     Read more
Tags: Business Process Change | process change | Jeff Cole
October 5, 2016 by Jeff Cole
Jeff Cole
You and your team have slaved through a grueling several months designing a process improvement. It’s now Monday morning, time to start a rollout. How the heck are you going to get everyone to begin following the new process rules?    Granted, it’s a little late in the timeline to just now be thinking about that, but don’t worry, there are a Read more
Tags: Jeff Cole | new process rules | change
September 8, 2016 by Jeff Cole

Lessons From Peter Drucker

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William Cohen, Ph.D.
No, this is not a self-help piece on how to manage consulting services for your organization effectively or anything like that. I’m not going to encourage you to follow the methods of just any consultant either, but a consultant in the manner of Peter Drucker, the Father of Modern Management and how he consulted with organizational heads to help Read more
Tags: Drucker | Peter Drucker | consulting | William Cohen
October 4, 2016 by William Cohen, Ph.D.
William Cohen, Ph.D.
Peter Drucker is known as the “Father of Modern Management. He considered himself a “social ecologist.” Still I don’t think there is a question in anyone’s mind that Drucker built a highly unusual, but well known and top rated consulting practice. His consulting services were in demand and he received requests for extensive work almost every week Read more
Tags: consultant | William Cohen | Peter Drucker
August 3, 2016 by William Cohen, Ph.D.
William Cohen, Ph.D.
Rowland Hussey Macy studied business, graduated from school, and being thoroughly prepared, he opened a retail store. It failed. He started another. It failed too. This happened four times, and he failed at each attempt. However, Macy’s fifth attempt did succeed even though on the first day it brought in only $11.08 in sales. Still Macy died a Read more
Tags: Dr. William Cohen | Drucker | failure, success
July 6, 2016 by William Cohen, Ph.D.
William Cohen, Ph.D.
Peter Drucker believed that no manager can operate effectively without taking risks. The fact is that taking risks demands self-confidence. Drucker wrote:  “Living in fear of loss of job and income is incompatible with taking responsibility for job and work group, for output and performance.” That’s all well and good, but how can you not fear job Read more
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April 12, 2016 by William Cohen, Ph.D.

Every Business Is A Digital Business

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Ian Gotts
Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be considered a “profit center.” Read more
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September 1, 2016 by Ian Gotts
Ian Gotts
Ahead of the Business Performance Excellence USA conference taking place from September 26 -28, 2016, PEX Network columnist Ian Gotts, takes a closer look at rise of Operational Excellence in Silicon Valley and what's next for Operational Excellence 2.0. I spent 15 years building Nimbus, a process mapping company, to a reasonable size in the UK Read more
Tags: Ian Gotts, Operational Excellence, Business Process Excellence
August 11, 2016 by Ian Gotts
Ian Gotts
So is this “digital revolution” even a thing? Or is it just another cynical concept promoted by the consulting firms and software companies to sell more of their stuff?The more you look at what is happening in industry after industry and company after company, I believe that only now are we are seeing the true “Digital Revolution”.  And the Read more
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June 14, 2016 by Ian Gotts
Ian Gotts
Which businesses are being impacted by the rise of cloud, social, mobile and big data? "That's easy," writes Ian Gotts, "ALL OF THEM".  This is the first of his new column series on driving operational excellence in digital age. Here's what it means for you.I can hear you say “Not another column on Digital _________”  (fill in the blank: Read more
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May 17, 2016 by Ian Gotts

Street Smarts for Change Management

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Jeff Cole
Step back in time with me to a simpler and slower time – 1970.    It had been less than one year since man first set foot on the moon, gas was .54/gallon and the DOW reached a whopping high of 908.    We were many years away from the internet, cell phones, tablets, DVRs, flat-panel televisions, and still one year away from Starbucks being founded Read more
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May 3, 2016 by Jeff Cole
Jeff Cole
Beer can teach us something about successful process change because beer is actually a great metaphor for corporate cultures. Here's why.
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March 29, 2016 by Jeff Cole
Jeff Cole
We all use influence skills daily, ranging from steering your friends toward seeing a certain movie, to getting your kids to eat their broccoli, to persuading that guy down the hall who doesn’t report to you to start using your new process. Columnist Jeff Cole explores tactics you can use to gain influence within your organization.
Tags: process | people | change | Change Management | influence
February 10, 2016 by Jeff Cole
Jeff Cole
In Op-ex methods like lean and six sigma, the emphasis is always on process improvement. Improvement, however, is simply a code word for change. Hard to make a case against continual improvement, but there are times when changing a process is the wrong thing to do! Several cases in point: Case 1: Whoops – Wrong Process! One firm sold Read more
Tags: process change | OpEx | Operational Excellence
January 11, 2016 by Jeff Cole

Low-code Development Platforms: Could one be right for you?

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Nigel Warren
In last month’s Low-code corner article we explored the topic of experimentation. More specifically - when and how should you apply an experimental approach to process improvement? We deduced that lean start-up techniques such as "test and learn", were most relevant to "systems of engagement", the processes and system with which you win, serve Read more
Tags: Low-Code | Test and Learn | Customer Experience | Cost Reduction | Retention | engagement | CX | IT | Process Waste | Manual processing | security | Interaction | Empowering staff | customer service | lean | Thomas Cook | Complaint-handling process | Silos | communication | David Spickett | MATS | MatsSoft | Process Excellence | process improvement | Tools | Nationwide Building Society | Operating Costs | Service Levels | agility | Case Management System | customer-centricity | Ian Thompson | Customer Operations | Operational Excellence
November 8, 2015 by Nigel Warren

Lean for Services

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Debashis Sarkar
In the second instalment of a two-part article, Debashis Sarkar, author, Phil Crosby Medalist and one of the world’s leading lights in the space of Lean Management, details his final takeaways of what lean leaders can learn from top politicians, using a case study of Indian PM Narendra Modi’s first year in office…To read up on the first part of Read more
Tags: Narendra Modi | Lean Leader | Lean Six Sigma | Change Management | process change | analytics
June 3, 2015 by Debashis Sarkar
Debashis Sarkar
To exemplify what lean lessons can be learnt from top politicians, Debashis Sarkar, author, Phil Crosby Medalist and one of the world’s leading lights in the space of Lean Management, uses a case study of Indian PM Narendra Modi’s first year in office. This is the first of a two-part case study… Narendra Modi, the current Prime Minister Read more
Tags: Narendra Modi | Lean Leader | Lean Six Sigma | Change Management | process change | analytics
June 1, 2015 by Debashis Sarkar