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The 4 Business Seasons

Do you have the Golden Thread to anchor you through the 4 Business Seasons?

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It is easy to miss things

Change can creep up on you. It is easy to miss things.
(This is our take on the ultimate advertising dual a few years ago. If you haven’t seen the dual yet, take a look…
 

 
 
 

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Innovate

The right way to innovate

Innovation is a wonderful thing. All businesses these days need to stay with leading edge technology if they want to compete. I do however have one cautionary note – it is commonly referred to as “fool with a tool” syndrome.

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Poor or Excellent

Getting the Result You Expect

You’ve been there – delays in completing jobs or in responding to your requests. Failure to communicate a piece of customer-related information, causing an unnecessary mistake down the line. This is the receiving end of poor customer service. Frustrating, isn’t

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Process Improvement

Process Improvement – Appreciate the Experts


From a process design viewpoint, there are a number of things that immediately spring to mind when we consider “appreciation”. For instance:
–        Appreciation of the customer. In process improvement, we talk about “The voice of the customer”. We can

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Essential for success: planning in BPM

“Plans are nothing; planning is everything.”
I can’t remember who said that, but the statement applies 100 % to BPM (Business Process Management), particularly Process Improvement initiatives.
One of the most well known approaches to BPM Improvement is DMAIC. This

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Life as a Process: don’t blame

This one really comes in handy during the Festive Season. With all that is going on, it is easy to let the ball drop. And what better way to resolve matters than by blaming someone else?
Try something though. Don’t

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Life as a Process: ignore the process


Just because a process brings consistency, doesn’t mean it has to be boring. In fact, a process doesn’t always have to be followed. Yes, ignore the process  – if it is safe and legal to do so.
Sometimes it’s better

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Life as a Process: know what to expect

Good process design is about making things clear to all concerned so that everyone knows what to they are supposed to do, and that they know what to expect from the process.
If I play a golf course for the

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Customer Service

Life as a Process: don't cheat

Business processes should revolve around the customer. If you cheat them, it will catch up on you. Not too long ago, someone ordered a copy of my book. The customer claimed that he never received it. Did I believe him?

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