Change Leaders in the News

It’s a tough time for change leaders in established businesses. There’s every reason for people in their organizations to stay the course. Most businesses are structured to reinforce the status quo:  Job descriptions, functional organizations, reporting relationships, budgets, and performance measures work together to focus time, attention, and resources. There’s little incentive to change. But … [Read more…]

Smart Phones Killing Off Fashion Week

Today is the first day of Fashion Week in New York. Industry players from around the world get a first-hand view of the new designs. Top designers try to get fashion-forward writers to promote their latest lines. Top retailers send their top buyers to decide what will sell. A great industry, some top notch players, … [Read more…]

Don’t Implement, Experiment!

A fundamental change is happening right now in the way smart organizations execute change. Rather than the Big Bang (or the Big Bungle as it’s sometimes called) or the slow two-year march into oblivion, or piecemeal evolution, we‘re seeing a dramatic new approach to change – business experimentation. Of course, experimentation is not new at … [Read more…]

Close Your Gap: A Drama in Five Acts

At one of our recent courses, an attendee asked: “I have current performance data, but I don’t know if it’s good or bad performance. How can I tell?” This is a superficially simple question. But it has significant implications, many of which we address in our courses: How to introduce process mindset and behaviors –  … [Read more…]

Best Practice in Process Standardization

Business leaders, committed to operational excellence, often struggle with the issue of standardization: What performance standards are desirable, and which just get in the way? How should a process leader set and enforce standards? How should a redesign team deal with a lack of compliance to standards? ‘Streamline and Standardize’ are easy to say, but … [Read more…]

Seriously, How’s Your Process Really Performing? (Part One)

How can you assess the health and performance of your process? This is a question we hear in all of our courses. In Process Redesign, the focus is on improving the performance; in Process Owners in Action, a process owner may be more focused on the health of his or her process; in Leading Transformation, … [Read more…]

Tool #6: Decide on the Destination before Mapping the Journey

You’ve been asked to lead a process improvement project and you’re not sure what’s expected. And that’s a risk. Just ask Lewis Carroll: “Would you tell me, please, which way I ought to go from here?” asked Alice. “That depends a good deal on where you want to get to,” said the Cheshire Cat. What’s … [Read more…]

All Aboard for the Customer Journey

The Customer Journey is a concept that’s gaining steam. Organizations that thought they were customer-centric are finding out they’re not. What’s missing? What would make ‘customer focus’ more than a cliché? First, an acknowledgement of disconnects: Between their selling process and the customers’ buying/ordering process, their billing and the customers’ paying, their production and the … [Read more…]

Reengineering Customer Processes

Improving processes that touch customers presents special challenges. Measuring process performance can’t be limited to the usual key indicators of time, cost, and quality. Customer sentiment is important and can easily be measured by Net Promoter Score. Process practitioners can bring useful tools, such as customer journey maps and change management to the table. At … [Read more…]