If your position is at a Director level or above, you likely spend most of your time in meetings.  And, while in these meetings, there is often talk about the “front line personnel”… whether you call them agents, analysts, reps etc. What is disturbing about this talk is how many assumptions we make. (And when I say we, I am including myself.)  We rely on opinions formed from months past, anecdotes or second/third hand information, and apply this to current state decision making- which may or may not be relevant. So, what is a leader to do? Get out of the conference room and backRead More →

Leveraging Twitter will help you stay up to date on operations best practices for sales, customer service, marketing and more. Below, please find my picks for operations thought leaders to follow on Twitter. These tweeps publish high quality, operations related content on a consistent basis. Click on the @username to connect to Twitter and follow them. Did I miss an operations expert? Please add their username in the comments section. @ASQ For people passionate about improvement, ASQ is the global knowledge network that links the best ideas, tools, and experts. @BernardMarr Leading global authority and best-selling author on delivering, managing and measuring enterprise performance @bobchampagneRead More →

Are you one of those impatient, results driven, over achiever types? Yeah, me too. However, recently I have changed my mindset a bit, and have begun to savor in the joy of learning, not just the outcomes. Here are some examples. It started with an experiment. In an effort to teach a group of front line leaders how to manage, control and improve processes we did the formal training, but then followed that with some practice exercises. The managers were assigned coaches (I was one of them) and were asked to address real business problems in small teams. What made this different from all ofRead More →

Over the years I have led or been the end user (or victim) of business outsourcing initiatives. Some were very successful, while others were a flop. What’s an Ops Leader to do? Here are 4 specific steps that you can take to increase the likelihood that your project will be successful. Have others? Please add them in the comments section. 1) Ask About The Contract Early In The Sales Cycle During the sales process, some vendors will tell you everything that you want to hear. Then, when it comes down to the contract negotiations, they refuse to agree to certain things in writing. Our legalRead More →