When “Information” Becomes “Noise”
It seems that every day brings with it a new way to pass information – some to varying degrees of want. With a constant stream of data and touch-points, when does it all become a blended and deafening cacophony of “noise”? How can one “squelch” out the static and focus on that which is truly important? How can…
Optimized Document Business Processing
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 business…
Management Commitment
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 to…
“Cloud Telephony” – Nomads at Last
The New Nomadism Apr 10th 2008, From The Economist print edition At the Nomad Café in Oakland, California, Tia Katrina Canlas, a law student at the nearby university in Berkeley, places her double Americano next to her mobile phone and iPod, opens her MacBook laptop computer and logs on to the café’s wireless internet connection to study for her class…
From “Metric” to “Magnificent”!
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 in…
Why Things Work – The Merlin Navigator
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 like…