Contributors

James Lawther

James Lawther is a middle aged middle manager.

To reach this highly elevated position he has worked for numerous organisations, from supermarkets to tax collectors and has had several operational roles including running the night shift for a frozen pea packing factory and doing operational research for a credit card company.

As you can see from his CV he has either a wealth of experience, or is incapable of holding down a job. If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

Bernie Smith

Bernie has helped his clients deliver surprising levels of improvement across a wide range of industries over the past 15 years, from private banking to cheese making.

Convinced that good KPIs are the cornerstone of an effective improvement process, he set up Made to Measure KPIs. His mission is to help clients with a repeatable, practical and jargon-free method for generating insightful and clear KPIs and management reports.

He understands that most people don’t get excited by KPIs, but believes it’s a curable condition.

Annette Franz (Gleneicki)

Annette Franz Gleneicki is a Client Services executive focused on improving both customer and employee experiences.

Her blog, CX Journey, helps companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation.

She believes that if you openly communicate with your staff and if you take care of your people, the business will follow.

Examples of clients she has worked with include: Honeywell, Oracle, Apple, Nike, Gold’s Gym, Tropicana, Mattel, Symantec, EMC, Fidelity, 21st Century Insurance, Lucent, Avaya, XSport Fitness, and the list goes on…

Oliver Cunningham

Oliver has represented ActiveOps since its inception in 2005, working to establish its regional businesses in Europe, Australia, North America, India and Africa.

His work is characterised by a variety of socio-cultural and organisational contexts, balancing the interests of diverse stakeholders in delivering resilient change for meaningful commercial outcomes.

Oliver has a Bachelor of Business Science (Hons), a Bachelor of Laws and an Executive MBA cum laude.

His special interests include futurology, scuba diving, snowboarding, cricket and understanding the forces unseen that drive our wide, wonderful world.

Robby Slaughter

Robby Slaughter is a productivity and workflow expert based in Indianapolis, Indiana. His business improvement consulting firm helps companies to build and refine workflow patterns to enable them to actually get things done.

Process-oriented thinking enables people to understand why work actually matters and how decisions truly impact their organization. Learn more about AccelaWork’s approach through The Methodology Blog.

Antonio Ferraro

Antonio Ferraro strives to create safer and more efficient work environments. His knowledge base focuses primarily on practices such as 5S, Six Sigma, Kaizen, and the Lean mindset.

He believes in being proactive and that for positive change to happen, we must be willing to be transparent and actively seek out areas in need of improvement.

An organized, safe, and well-planned work-space leads to increased productivity, quality products and happier employees.

Antonio is based in Portland, Oregon.

Ashley Furness

Ashley Furness is a CRM Analyst for Software Advice.

She has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal.

Before joining Software Advice in 2012, she worked in sales management and advertising.

Bill Flury

Bill Flury

Bill is an independent consultant in Washington, DC, specializing in process improvement and project management.

He has taught project management and systems engineering for American University and the Center for Systems Management where he developed and ran a process improvement practice.

Bill has just published his first e-book: “Draw What You Do” a practical approach to process improvement and is currently working with GEMSOC LLC as a facilitator of process improvement workshops for U.S. government agencies and their contractors.

Bob Marshall

Bob Marshall has been at the forefront of Digital Business for more than twenty years.

Since 2000 he has focussed on changing the world of knowledge work for the better, through the application of Agile principles, and more recently – as an Organisational Therapist – through the application of psychotherapeutic techniques to organisations-as-a-whole.

Bob likes to see folks functioning better, individually and collectively. He loves to play a part in making that happen.

Dougie Cameron

Having worked in major blue chip organisations in both senior finance and customer service roles Dougie is described as a strategist, planner and implementer. In his own words he describes himself as “a reformed financier on the road to enlightenment”.

But most of all he is just plain frustrated by poor leadership and bad customer experiences.

Dougie founded addzest, a customer experience and contact centre consultancy, to help companies find their way to engage their teams to give customers better service.

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