Does the output need to be error free or is “80% good”, good enough? To be effective as an operations leader, and to successfully drive business results, we must understand when and how to apply these two different business concepts. We must execute with both quality and speed. Error Free: Error free outputs (e.g. documents, reports, online content) are just what they sound like – error free. The recipients or users of the output can assume that every data element has been checked and re-checked; that the information comes from a trusted “gold source” and that the data was pulled and massaged correctly. Business outputsRead More →

A report on its own provides little value. It is the analysis partnered with management judgment that holds all of the power. Sadly, there is an epidemic of low value reporting in Corporate America. Millions of pages in excel reports, large data dumps and endless CRM queries that give us the “what”, but nothing more. Leaders are being forced to work on lower value, number crunching activities, our decision making takes longer and ultimately our business results suffer. However, we can treat this epidemic. We can coach and develop our team members to move down the spectrum from reporting to analysis: from data to information.Read More →

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 →