Every experience you provide, every need you meet, and every value you create is completed by following an end-to-end business process. And yet at the mere mention of the term “process,” the eyes of some Executives glaze over. It’s easy to spot who they […]
I was delighted to spend some time with Daniel Jacob Rayner from GBTEC Software AG discussing end to end customer experiences, process management, BPM, and the concept of Conscious Thinking and Conscious Decisioning.
https://www.processexcellencenetwork.com/organizational-change/articles/six-sigma-across-six-states#.XuseTOQ1_BA.gmail This article highlights the approach and outcomes achieved by following the Stabilise, Stretch and Shape methodology I used at Australia’s largest bank. In this article, I provide insights into some of the key management techniques that are critical to transforming staff […]
As Freddie Mercury once sang, “And bad mistakes, I’ve made a few”. The trick, of course, is not to repeat them. Growing up, my father would often impart his wisdom with me with the words “People won’t always remember the mistakes you made, but they […]
My father is a retired painter and decorator, it’s a tough trade requiring long hours, physical labour and exposure to the elements in all weathers. For a skilled practitioner (my Dad) it looks easy and always provides joy to the end customer. For the […]
Recently I went on a camping trip with my son and 20 of his school friends each with a parent in tow. It provided a fantastic opportunity to spend quality time with my son and build on our relationship as he navigates […]
There are three stages of strategic operations capabilities I use when building high performing teams and transforming customer experiences. The premise behind this is that any experience you are accountable for is at it’s best when you are answering customer’s questions even before […]