Culture, Foundation, Innovation and Improvements, Performance Management

Voice of Customers (VOC) vs. Voice of Non-Customers (VONC)

Many of us are familiar with the importance of Voice of Customer (VOC). Thanks to process improvement methods like Six Sigma that emphasise a lot on VOC. VOC helps in understanding what's important to customers. And helps in aligning services and process outcomes to those expectations. We should also pay attention to Voice of Non-Customers… Continue reading Voice of Customers (VOC) vs. Voice of Non-Customers (VONC)

Culture, Foundation, Process and Knowledge Management

Making Sense of Knowledge Management

Knowledge is for investigation, not for belief Knowledge management system (KMS) is the brain of organization. Like the human brain captures knowledge using different senses, KMS should capture Organisational knowledge through different channels. Like we use our own judgement in applying our knowledge in the right way, organizations should also build systems and culture to… Continue reading Making Sense of Knowledge Management

Artificial Intelligence and Machine Learning, Automation, Change Management, Foundation, Innovation and Improvements, NLP and NLG, Robotic Process Automation

Mantras for Successful Transformation Initiatives – Part 1

Mantras for successful transformation initiatives can be broadly put into buckets: People and culture related Process and technology related Here are a few mantras while planning process and technology changes: Focus on simplification Not just an incremental improvement. Simplify significantly. Take it as an opportunity to rethink and redesign. Focus on all the aspects, including product,… Continue reading Mantras for Successful Transformation Initiatives – Part 1

Delivery Models, Foundation, Innovation and Improvements, Operations Management

How can brick and mortar retailers fight competition from online retailers?

I came across an interesting article in hbr.org recently which brought back some  thoughts based on the work that I did earlier in this area: Often, we look at the challenges faced by brick and mortar retailers from price perspective especially in the wake of the increased success of online stores. Yes, price definitely is a factor, especially for so-called commodity… Continue reading How can brick and mortar retailers fight competition from online retailers?

Delivery Models, Foundation, Governance and Delivery Rhythm, Operations Management

Shifting focus from ‘Utilization’ to ‘Productive Utilisation’

Utilisation is one of the common metrics in operations management – be it human resources or any other resources. It is usually calculated as a ratio of 'utilized efforts or hours' to 'total available efforts or hours'. While it is important to optimise utilization of resources, we should also focus on how much of that resource… Continue reading Shifting focus from ‘Utilization’ to ‘Productive Utilisation’

Culture, Foundation, Governance and Delivery Rhythm, Risk Management

Improving Effectiveness Of Risk Management

Risk Management has become a critical function in every organization with rapid changes in business models, technologies, customer expectations, and competition. Added to this are the regulatory and compliance requirements. In such a scenario, focusing on the following will help improve the overall effectiveness of Risk Management function: An inclusive approach that engages process owners… Continue reading Improving Effectiveness Of Risk Management

Change Management, Foundation

“We have always done it this way” is that a negative statement? Not Really.

We tend to treat “we have always done it this way” response from people to a proposed change as negative. While I respect the intent behind that perception, I strongly feel that it’s a great opportunity. Let me explain. The moment someone says this, treat it as a genuine curiosity to know – why change… Continue reading “We have always done it this way” is that a negative statement? Not Really.

Foundation, Innovation and Improvements

Channels for Innovation Ideas

Ideas for innovation may come from various sources, including: Internal employees as well as customers Within the industry as well as other industries Customers of the organization as well as non-customers All these ideas can be broadly categorized into the following three buckets. Reactive Pain areas or issues or problems in the current system Things… Continue reading Channels for Innovation Ideas

Change Management, Foundation

3Es That Are Critical In Transformation Programs

Usually, transformation programs focus more on 'whats' often ignoring the importance of productive engagement of people involved in the change. Here are the 3Es that are critical in transformation programs: Excite: Create excitement about the change. Clearly articulate 'why' in simple and specific terms that everyone will understand. Not only understand but see a strong need.… Continue reading 3Es That Are Critical In Transformation Programs