Tag Archives: employee engagement

Paint a Vision for Business Process Improvement

If you’re leading a BPI effort, how do you create a vision for process improvement? While I recommend sharing the roadmap, which outlines the 10 steps to business process improvement so your organization understands the journey ahead, you should also … Continue reading

Posted in All, Change Management, General | Tagged , , , , , | Leave a comment

“If You Can’t Measure It, You Can’t Manage It” – Is this true?

While reading a recent Harvard Business Review article, I remembered a famous quote by management consultant Peter Drucker – “If you can’t measure it, you can’t manage it.” In the article, author Johnson writes about the growing interest in big … Continue reading

Posted in All, General | Tagged , , , , , , , , | Leave a comment

Establishing the Foundation in Business Process Improvement

A reader asked if he should think about the current process (the “as is” state) when writing the Scope Definition Document (SDD) or the future process (the “to be” state). As you know, establishing the foundation by writing a SDD … Continue reading

Posted in All, General, Problems with BPI | Tagged , , , , , | Leave a comment

Involving Others in Process Changes

I was commenting on a post about the time it takes to gain approvals in business process work and it made me think again about the importance of involving others along the journey as you redesign processes. As I have … Continue reading

Posted in All, Change Management | Tagged , , , , , , , | Leave a comment

Engage Employees to Deliver Great Customer Service

It should not come as any surprise that delivering great customer service depends on the front line, and that engaged employees deliver better customer service than disengaged employees. What is McDonald’s problem today with a rise in customer complaints about … Continue reading

Posted in All, Change Management, General | Tagged , , , , , , , | Leave a comment