Rick Conlow

MAY 31, 2023

We collaborated with other consulting firms to work with a global client that had intense competition and needed significant performance improvement. Our assessment identified a silo mentality throughout the organization and minimal leadership development or training. This cost the company significant business.

Training 99

Training Training Leadership Resources 99

Rick Conlow

JUNE 3, 2021

With training for multiple process improvement action teams, they won the JD Power Award. If employees could operate as a well – oiled machine without training and coaching, you would not be in the mess you are in. One-time events on any of these steps are almost useless. They lay a foundation for progress.

Turnaround 52

Turnaround Training Training eBook 52

Rick Conlow

JUNE 3, 2021

With training for multiple process improvement action teams, they won the JD Power Award. If employees could operate as a well – oiled machine without training and coaching, you would not be in the mess you are in. One-time events on any of these steps are almost useless. They lay a foundation for progress.

Turnaround 52

Turnaround Training Training eBook 52

Harvard Business

SEPTEMBER 11, 2017

There are three very common shiny objects that derail customer success efforts in the early stage: Process improvements to issue routing, issue classification, and automated responses seem reasonable. Don’t put process over people. Consider hiring a “customer operations” person to focus on automation full-time.

Metrics 47

Metrics Engineering Efficiency Operations 47

Harvard Business

OCTOBER 23, 2017

At EY, where some of us work, we have developed a tool for social media analytics called SMAART that is able to understand sentiment within consumer and influencer groups. Organizations often seem obsessed by measuring fractional shifts in operational performance, capturing data on sales, inventory turns, and manufacturing efficiency.

Change Management 28

Change Management Data Company Management 28

Harvard Business

OCTOBER 8, 2018

Let’s develop an up-front “technology ROI” that measures workflow impact, inefficiency, hassle and impact on physician and nurse well-being. The National Taskforce for Humanity in Healthcare, of which I am a founding member, is piloting a system of metrics for well-being developed by J.

Metrics 28

Metrics System Healthcare Culture 28

Consulting Matters

APRIL 24, 2020

And through both of those processes, I served as an Operator, and then also as a Project Manager, and then a Master Black Belt Lead Sig Sigma process improvement black belt. Now, all of a sudden their operations are getting very sophisticated. I felt like they got a lot out of it. We don’t have to do that.

Interviews 156

Interviews Consulting How To Operations 156