To close out 2011, I surveyed top operations experts across the globe and asked them to share their most impactful learning or most important piece of advice for The Operations Blog’s audience. Read on for interesting commentary on service operations, sales operations, leadership and operational excellence. Please add your own advice in the comments section. 1) Developing Leadership Skills Must Be Intentional “This past year I’ve learned the value of continuous learning for the development of leadership skills. Far too may business executives believe leadership skills stem from some sort of wondrous epiphany or other such flash of insight. Sure, great ideas can come to anyRead More →

I have learned quite a bit from playing doggie mom to my two, rat terriers, Lexie and Tate. In addition to making me laugh every day and providing unconditional love, they have taught me a lot about running effective business operations. Who knew! Here are my three favorite lessons… 1) What does a 21 year-old clerk know? Ends up, a lot. My eight year old terrier, Lexie, began to suffer from skin allergies when she was about one year old. I spent literally thousands of dollars for doggie dermatologist appointments, shampoos, pills and shots over a period of three years. Eventually, her skin was better,Read More →

We have all heard the phrase; “you can’t manage it, if you can’t measure it”. I also believe that “you can’t manage, it if you are always adjusting it”. When you work in a culture that is very numbers driven or reliant, there will always be pressure to adjust your data or reporting to account for outliers, one-offs, process errors etc. This is a very slippery slope. You can not eat a single potato chip and you can not make only one adjustment. When data and reports are “clean”, i.e. with no manual adjustments, the data is objective and we treat all parties/divisions consistently andRead More →