Culture, Foundation, Innovation and Improvements, Performance Management

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

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

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