Tom Spencer

MARCH 21, 2020

Over time, the executives get so engrossed in running the day to day operations of the business that they forget that the purpose of the business is to serve it’s customers. You are not transparent or operate in bad faith. Operate in good faith: Your relationship with your customer does not stop at the point of sale.

Banking 78

Banking Airlines Insurance Insurance 78

Martinka Consulting

MARCH 27, 2021

I read two long articles, one in the Seattle Times and the other in the Wall Street Journal. Have a list of tactics, whether it’s for growth, margin improvement, expense reduction, process improvement, an improved culture, or something else. Know what you are going to do. Get into the details. Shed your ego.

Small Business 40

Small Business Energy Real Estate Financial 40

Progressus

NOVEMBER 10, 2023

CSFs can literally be anything — whether it’s improving customer satisfaction, increasing revenue, reducing operating costs, or something specific to a particular project or deliverable – making them somewhat difficult to identify – let alone define in concrete terms. Are project operations, sales, customer service, etc.

Agile 52

Agile Tools Data Talent 52

Harvard Business

JUNE 13, 2018

As Andrew Spanyi , the author of four books on process management, put it to us by email: “RPA does not redesign anything. It operates at the task level and not the end-to-end process level.” ” But RPA can be combined with changes in the relevant business process. Examples of RPA and Process Improvement.

Company 43

Company Process Improvement Case Interview Efficiency 43

Harvard Business

JUNE 6, 2018

I just took my company through an acquisition and found that even the smallest operational change can have a significant negative impact on both employees and customers. While keeping CX top of mind throughout the whole M&A process is challenging, the benefits are undeniable: It keeps your most coveted customers and your team intact.

Operations 33

Operations Culture Deloitte Accenture 33

Harvard Business

OCTOBER 29, 2018

Higher wages are also necessary for many companies that are stuck in a vicious cycle of bad jobs, bad operations, bad customer service, low productivity, and high costs. So, we applaud Amazon’s decision and hope others will do the same. But higher wages alone are not enough to break this vicious cycle.

Retail 35

Retail Operations System Transportation 35

Harvard Business

AUGUST 30, 2018

They wanted to improve revenue, cost, risk, and customer satisfaction all at the same time. They reached out to us because we wrote a book describing how these performance outcomes would be improved with an operating model that increases motivation.). The retail organization wanted to see how this applied to its stores.

How To 40

How To Retail Productivity Sales 40

Harvard Business

SEPTEMBER 11, 2017

Write the blog posts that help customers help themselves such as “How to do X-common-goal in our app,” or “How to set up x feature” Bonus: these articles will make your sales people very happy. Consider hiring a “customer operations” person to focus on automation full-time. What not to do.

Metrics 47

Metrics Engineering Efficiency Operations 47

Harvard Business

AUGUST 2, 2018

” Even if you cannot change your circumstances, “you might be able to change the microenvironment in which you operate.” This made me more people-focused than process-focused, but it allowed for process improvements in the best way possible, by enabling people to excel.”

How To 52

How To Case Studies Case Study Finance 52

Harvard Business

JUNE 16, 2017

Since most of Nemours’s patient revenue was from fee-for-service contracts, we designed this pilot program to integrate our population health expertise with our clinical operation, in an effort to better understand value-based care and reimbursement models and to further improve health outcomes in a population of children with asthma.

Transportation 28

Transportation Methodologies Process Improvement System 28

Harvard Business

OCTOBER 8, 2018

The tradeoff, however, is that we’ve become so focused on using the technology (as this HBR article points out) that we spend far less time listening to individual human stories. Measuring staff well-being and clinician resilience before and after a new technology or process improvement is deployed is essential to eradicating burnout.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

APRIL 12, 2016

product pricing, operational efficiency, customer service, etc.). Another tried generating operational efficiencies through a different supply chain control tower process. Someone else designed an experiment to get a plant operation down to zero accidents. One experiment generated a 2.6%

Development 28

Development Leadership Operations Efficiency 28

Harvard Business

JULY 8, 2016

Displacement can be combatted in a number of ways, from process improvements to government trade actions, and cost advantages tend to be temporary sources of competitiveness, but disruption presents a more profound challenge. This presents Western companies with a fresh challenge.

Company 36

Company Apparel Pharmaceuticals Industry 36

Harvard Business

OCTOBER 4, 2018

Improve Productivity: What can we do to complete tasks more quickly? While process improvements can drive some productivity increases, the biggest productivity improvements are often a result of automating groups of tasks. When automation is coupled with process changes, the resulting impact can be substantial.

Productivity 50

Productivity Tools Efficiency Meeting 50

Harvard Business

OCTOBER 23, 2017

Advances in linguistic analysis of text mean we can now capture clues about behavior from people’s word choice; even the use of articles and pronouns can help reveal how someone feels. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects.

Change Management 28

Change Management Data Company Management 28

Harvard Business

JUNE 2, 2016

The opportunities for firms operating in this mode are potentially new forms of market development and user engagement. Managers operating in the community mode need to understand the challenges of maintaining, incentivizing, and capturing true value-added contributions from these communities.

Intellectual Property 28

Intellectual Property Tools Development Productivity 28

Harvard Business

JUNE 8, 2017

HDP is a third-party administrator with expertise in the development and management of travel surgery programs, providing strategic and operational management of this program. Administrative leaders experienced with their hospital’s operational network are needed when the necessary new care pathways and processes are disruptive.

Healthcare 28

Healthcare System Insurance Insurance 28

Harvard Business

OCTOBER 23, 2018

While America has continued leading the world in terms of investment in basic science research, it has lost the ability to do the kinds of process improvements that are essential for innovation. When it comes to manufacturing, the country has lost the capacity for “learning by doing.” Mind the Mittelstand.

Engineering 37

Engineering Government Automotive Research 37

Harvard Business

JUNE 20, 2017

Multinational companies operating in Mexico are facing a great deal of uncertainty. Companies would like to see process improvements and better infrastructure at the border to reduce costs to import. Multinationals are heavily pushing for either minor tweaking to the agreement or a modernization of NAFTA.

Intellectual Property 31

Intellectual Property Industry Marketing Policies 31

Harvard Business

APRIL 2, 2018

Doing so will have the salutary effect of eliminating hidden data factories, saving you time and money in operations as well. Doing so is simply good practice (though many unwisely skip it), and it may help you make the process improvements you’ll need to use your predictive model in future decisions.

Data 29

Data Tools Training Training 29

Harvard Business

AUGUST 1, 2017

Platform companies invest in virtuous cycles to solve problems; more-traditional firms invest in process improvement to solve problems. That represents an organizational, operational and cultural breakthrough, not just a digital one. These organizations don’t design with virtuous cycles in mind. ” So they did.

Engineering 28

Engineering Company Data Enterprise 28