Now Available: The SCO Toolkit

The purpose of the Successful Customer Outcome Toolkit is to give you an actionable approach to create successful, winning strategies for your business in the face of the customer-driven economy of the 21st Century. You have to do the Right Thing to succeed these days, not just Do Things Right. In the bloom of the Industrial Age we didn’t have …

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 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 …

The True Cost and Time of a Process

The time and cost of a process usually defaults to analysis that stems from time study practices of the past. In the good (bad?) old days, Industrial Engineers would flock to the manufacturing floor with funky looking clipboards crowned with stop watches. They would patiently observe the activities of workers, clicking away on their stop watches, timing each activity down …

Value Creation

There are many measures we can use to determine a process’s value. Cost and time are quantitative (are they really? – I will discuss this in my next blog) measures frequently used. Quality can certainly be a quantitative (production defects, returns, rework) measure but with knowledge worker products traditional production measures don’t have the same meaning; for example, what are …