In the opening scene of the legendary film Casablanca, an employee walks intently through the casino with a piece of paper in hand. The employee arrives at a table and reaches across to hand the paper to an unseen recipient. All the viewer can see is the recipient writing his signature authorizing a payment of 1,000…
INTRODUCTION Most organizations receive and send documents in order to communicate with their internal and external customers. In this context, documents can be any and all pieces of formal information sent through any media. It can be traditional paper, email, SMS messages, or an XML file. All these types of documents are created within a…
BACKGROUND After having worked with cultural change initiatives for nearly 40 years, there is one rule I can state with certainty. The level of cultural change attained will be directly proportional to the level of management commitment applied. With a serious commitment from the top management, success is possible; without this commitment, failure is guaranteed. The conversion…
How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…
The world is littered with examples where once promising opportunities became a source of ongoing disappointment and loss. Key projects, partnerships, mergers, new technology and programs – we launch these things with fanfare and an enthusiastic press release, only to suffer as a helpless spectator as conflict erupts, innovation fizzles and profits disappear. What once seemed…
A flowchart is an outline or schematic drawing of the process your team is trying to measure or improve. It can also be a picture of an ideal process that you would like to use. Process mapping with flowcharts can help people: Agree on the steps of a process and the order in which they occur See…
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