Build Organizational Capacity and Capability – For Free

Build Organizational Capacity and Capability – For Free

I was coaching one of the national oil companies in the Middle East, offering mentorship to the director of their operational excellence program.  He was frustrated because he had invested considerable funds building a team of sixty Lean Six Sigma Black Belts over a nine-month period, and they had not yet worked on—much less completed—any…

Turnarounds in Customer Experience – the Real “Unicorn”

Turnarounds in Customer Experience – the Real “Unicorn”

We all remember poor customer experience, and we are not afraid to share the poor experiences we have had with others – perhaps even going out of our way to share using social media as the medium for our opinions?  How many times have we read bad reviews on hotels or restaurants as compared to…

Continuous Improvement Capability: Has the training worked?

CONTENT PARTNER CONTRIBUTIONAs seen in the Jun-2015 edition of the Lean Management Journal Continuous Improvement (CI) is a well-established concept within organisations. Many have developed elaborate CI strategies and transformation programmes. However, in our opinion, there is a fundamental problem that advocates of CI need to address. How successful have we been as a CI…

CASE STUDY: A new prescription for improving business performance at GlaxoSmithKline

Introduction GlaxoSmithKline (GSK) is a global healthcare group headquartered in London, UK, engaged in the discovery, development, manufacture and marketing of pharmaceutical products and health-related consumer products. (http:\www.gsk.com) Outline This article will share how we started, scaled up and began to embed the ADP (Accelerating Delivery and Performance) way of working in GSK between 2009 and…

The Challenge of Measuring Change Agent Performance (Survey Analysis)

Survey Analysis: What Makes a Change Agent Great? Toward the end of 2014, XONITEK and Smart Work | Network, Inc. (SW|NW) initiated a joint research project. This research will ultimately produce a psychometric profile that can be used to predict which potential Change Agents are statistically likely to be successful in that role. As the…