Now Available: The Break Points Toolkit

The purpose of the Break Points Tool Kit is to give you an actionable approach to Reducing Costs in your organization through the Identification and Elimination of Causes of Work. Most process improvement techniques focus on only a small portion of the improvement potential in every process… the tip of the iceberg if you will. How big is the opportunity …

Now Available: The Innovation Toolkit

The purpose of the Innovation Toolkit is to give you an actionable approach to Innovating on your Customer Value Propositions for the purpose of creating and sustaining Market Growth. The challenge of competing in the 21st Century Customer-Driven Economy All we have to do to know the challenge of competing in the 21st Century Customer-Driven Economy is to look at …

Now Available: The Moments of Truth Toolkit

The purpose of the Moments of Truth Toolkit is to give you an actionable approach to making Customer Satisfaction work in your favor… to recast it as a positive, enabling effect rather than a negative, revenue-stealing one. Customers. They are the heart and soul of every business. We spend enormous amounts of time, money and energy to better serve our …

Now Available: The Business Rules Toolkit

The Business Rules Toolkit provides an actionable approach to identifying and optimizing the process-based behavior in your organization, thereby Increasing Revenues and Enhancing Customer service. The Toolkit includes the instructions and forms needed to identify , evaluate and improve business processes through active management of existing Business Rules. The Business Rules Toolkit is available as an ebook on Amazon here… …

Now Available: The Bridging the Gap Toolkit

The Bridging the Gap Toolkit provides an actionable approach to leading and applying technology against core business issues of the organization. Technology is not a differentiator… but how we use Technology can be. The most successful organizations use technology to differentiate. But they don’t buy technology to differentiate, they apply technology to differentiate. The secret is in the application, and …

The Power of Business Rules

I’ve been applying a keen eye to Business Rules for a long time now. I find them to be some of the most important places where otherwise intelligent-seeming organizations loose their minds and embed rules so onerous they can literally take down even the largest organizations. Let’s look at a couple of business rules that demonstrate this. 1 – A …

The BPM Toolkit Series

I recently assembled a set of BPM toolkits from all of the process improvement work I have done throughout the world. These tools are derived from my personal experience leading process improvement projects and conducting process improvement training. These toolkits focus on different aspects of process management, from identifying and eliminating causes of work to innovating for market leadership. From …

How to Develop Internal Controls

I’ve been working with the design and implementation of internal compliance controls for ten years. I can’t believe that much time has passed! These thoughts were triggered from a comment dropped by my colleague and author-cohort friend Mr. Karl Perman. We were shooting the breeze, skipping across topics from work to play, just enjoying the chance to catch up on …

COMCAST AND THE CRIME OF THE CENTURY

This is one for the history books folks. In recent dealings with Comcast I had several things occur that I would not have thought possible. These events took to a dark place, one I had THOUGHT corporate America and finally figured out they have to stay away from. What could possibly be that bad? Ever heard of a Moment of …

Risk Management and NERC Compliance

The more I look at NERC Compliance the more I see the need for Risk Management. The rationale for this statement is based on the reality for most utilities – they are compliant but have minimal program oversight and almost no Risk analysis. This is a big problem and right now there is no get-out-of-jail-free-card. Stated another way, the vast …