Three business processes and the operating model
There are three separate but related business processes that underpin an operating model. These processes may be formal or informal, but they still exist and It is important that any business transformation or business improvement initiative understand the elements of each and the relationship and separation between the three processes. As always, please let me have your questions or comments. Take the first step, call me. Lets talk all things change and transformation.
Four frames on change leadership
Leading change is complex. It requires the Leader to balance a range of competing agendas from the Political, Structural, Symbolic, and Human Resource view points. Giving each agenda prominence at the appropriate time in the transformation program will enhance alignment and adoption of the overall business agenda. This minute explores how the Four Frames from Bolman and Deal can assist leaders to find to the necessary balance.
Five service gaps and the customer experience
Understanding and aligning business process with the customers' values is pivotal for an enriching customer experience. This alignment goes beyond transactions, creating a lasting impression and establishing a foundation for enduring relationships, loyalty, and positive brand perception. In this minute I discuss how the Zeithaml model can assist with evaluating the strength of the alignment.
Building market share through improved customer service.
The focus of this minute is to extend the traditional customer journey map and discuss the relationship between market share and positive and negative customer experience. As always, please let me have your comments.
The importance of losing customers in a purposeful manner.
Great customer service is not about getting it right first time. That is expected. Great customer service is how you respond when things go wrong. This is a business minute on the importance of losing customers in a controlled manner. As always, please let me have your thoughts.
Unlocking the value of leadership
The importance of a Leaders time cannot be overstated. In this video I discuss the direct relationship between a Leaders time and the bottom line. As always, Please let me have your comments.
Measures drive behaviour
When it comes to improving business processes it is important to be clear on how staff routines will change as a result of the new process, and then ensure that the business measures are geared to encouraging those new behaviours.
Four drivers of shareholder value
A minute on four drivers of shareholder value, the relationship between them and the underlying decisions.