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Category: Process Improvement

Process improvement benefits, methods, and tools including Business Process Management (BPM), Continuous Process Improvement (CPI), Re-engineering, LEAN, Six Sigma, and Friction>Less.

HOW TO RE-OPEN SECTORS OF THE ECONOMY WHILE PROTECTING LIVES? STANDARD OPERATING PROCEDURES

HOW TO RE-OPEN SECTORS OF THE ECONOMY WHILE PROTECTING LIVES? STANDARD OPERATING PROCEDURES

The current COVID-19 health crisis has costs lives and inflicted a disastrous impact on the United States economy.  Today, government and businesses are identifying how to reopen sectors of the economy while at the same time protecting workers and the public.  Organizations are struggling with how to operate efficiently while staff work from home, a decreased onsite office workforce, and a shift in customer demand. In addition, there can be confusion about who to listen to the federal, state, or…

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Time to Upgrade Your Operations Management Skills?

Time to Upgrade Your Operations Management Skills?

In the challenging areas of operations, it is important to continue to upgrade your skills. Areas of importance can include supply chain basics, operations management,  logistics and distribution management, and procurement and supply management, as follows: Supply Chain Basics – Supply chain management, including supplier evaluation, logistics, and inventory management.  Operations Management – Interplay of supply chains and demand management, roles that processes and process management play in robust operations, and use of specific tools, techniques, and methodologies (including Lean,…

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Want to up Your Teams Creativity?

Want to up Your Teams Creativity?

Spurring creativity in teams can be very challenging, but could also be the difference between a successful team and an unsuccessful one. Goals to increase team creativity include: the connection between creativity and innovation, five factors for creative teams, brainstorming, Discussion 66, anonymous idea generation, and visioning, importance of diversity in team creativity, techniques for prototyping new ideas, how to overcome creative barriers for teams and organizations, and ways to make teams and organizations more open to creativity and innovation….

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IS FRICTION HURTING YOUR ORGANIZATION AND ITS RELATIONSHIP WITH THE CUSTOMER?

IS FRICTION HURTING YOUR ORGANIZATION AND ITS RELATIONSHIP WITH THE CUSTOMER?

What is Organizational Friction? Organizational friction disrupts interaction with operations, customers, and vendors. Friction negatively impacts revenue, expenses, compliance, service, and most importantly “the customer’s experience”. What are the signs of friction? Lost sales, complaints on social media, wasted customer time, lack of coordination between departments, lower profitability, and regulatory/legal penalties are a few examples. Friction causes problems that shouldn’t have happened in the first place. Examples of Organizational Friction include complex on-line order web pages, transferring a customer by phone to…

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Does your organization require a radical change?

Does your organization require a radical change?

To keep up with market demands and ever-changing customer (client) requirements does your organization require radical change? For example, does the customer want the price (fee) and completion (fulfilment) time of a service or product significantly lower than the current state? If so re-engineering may be what is required. Re-engineering asks the question regarding the current way of working “why are we doing this at all” and encourages leaps forward, not incremental change. Re-engineering assumes the majority of process steps…

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Is There a Need for a Chief Process Officer?

Is There a Need for a Chief Process Officer?

Is your organization under pressure to reduce expenses while at the same time, improve quality and service? Have past process improvement initiatives lacked sustainability and coordinated direction? Can issues (defects) in products or services result in customer service, liability, or regulatory issues? Does your organization need to innovate to be competitive? Is there a benefit to have process risks and improvement objectively measured? If the answer is yes to the above, a Chief Process Officer may be the answer. What…

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Is it Time For Your Law Firm To Fully Embrace Process Improvement?

Is it Time For Your Law Firm To Fully Embrace Process Improvement?

What are the external and internal signs that your law firm needs to fully embrace process improvement? External Signs: Are clients consolidating the roster of firms they engage, requiring increasingly restrictive guidelines; and asking for holdbacks, discounts, write-offs, AFA, and fixed fee life of the matter? Do existing and prospective clients ask what process improvement framework your firm is using to lower fees and costs? Internal Signs: Is your firm writing off fees and costs billed to clients, finding realization is not…

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How Can The C-Suite Reduce Organizational Costs While Improving Service?

How Can The C-Suite Reduce Organizational Costs While Improving Service?

In a retreat, I facilitated for CEO, CFO, CHRO, CAO, CIO, and GLC we discussed how to reduce costs while at the same time improve service to customers and internally. Although there were many options discussed, the conversation focused on three practical technologies Digital Workflow, E-Signature, and Electronic Content Management. Digital Workflow eliminates the need to route information via email, phone, and paper by automating the intake, routing, decision making, and output. Customer and internal requests can be made from mobile devices/computers, tracked, fulfilled, and measured.  Digital…

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Is Process Improvement Valuable In Our Personal Life?

Is Process Improvement Valuable In Our Personal Life?

I have conducted organizational process improvement for over 25 years. In this work, I have used methods such as Total Quality Management, Business Process Management, LEAN, Six Sigma, and Friction>Less™.  These methods provide a way to help organizations improve efficiency, quality, and service. So as we plan for the new year, I have to ask the question. Can we use process improvement methods in our personal life? In reflecting upon this question, here are key concepts, I believe, can help eliminate what is unnecessary,…

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Is Your Organizations Digital Workflow Project Stuck?

Is Your Organizations Digital Workflow Project Stuck?

A common complaint from organizations and account representatives is once a successful digital workflow project is completed or several are implemented in departments such as IT or HR, the momentum stalls. After conducting hundreds of workflow studies, I believe three reasons are the lack of an enterprise budget, ROI, and roadmap.  Today, there are so many IT projects competing for attention if a compelling digital workflow enterprise-wide business case is not presented and constantly reaffirmed, this technology will become under-deployed, and…

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