Here is a process improvement idea; you should make it easy for people to get something right and difficult for them to get it wrong. Classic examples include flat pack furniture that only fits together one way, or the fact that all around the world a red light means stop. The converse principle also exists, […]
Zombies and KPI’s
I subscribe to quite a few performance measurement emails, web sites and blogs. I’ve noticed a worrying trend of sites offering “off the shelf” KPIs. In fact you can now buy books packed with “ideal” KPIs for all sorts of businesses (oh, how the long winter nights must fly by). Are the measures in these […]
The Problem with Analytics
We have become obsessed by analytics or “the application of computer technology, operational research, and statistics to solve problems in business and industry”. Analytics uses databases and algorithms in an attempt to resolve problems. Analytics uses infographics to present data. This is not the same as analysis or “the process of breaking a complex topic […]
Process Standards
The Problem:How do you make sure that all your agents follow a standard process? A Commonly Held Solution:Map all your processes and hold them in a “repository” where everyone can see them. Some Questions: How do you document everything in the first place? Who should you involve? Where do you draw the line? How do […]
Death by PowerPoint
Death by power point may be a real phenomenon; according to General James N. Mattis of the Marine Core, “PowerPoint makes us stupid“. General H.R. McMaster believes “It’s dangerous because it gives the illusion of understanding and the illusion of control“. How about a return to the typed memo’s of the 1990’s? They had to […]
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