Have you recently shared your 2012 goals and objectives with your teams? As business operations leaders, we often describe what we want, but do not do a very good job explaining or defining “the how”. To consistently meet or exceed our objectives, we must understand the business levers, i.e. the most important and specific set of activities that will enable our teams to be successful over the long term. We must coach our teams on the most appropriate, proven set of behaviors that will get us from point A to point B. To define the right set of levers, you should consider these 6 steps:Read More →

When business processes don’t work the way that we expect them to, we often blame the employees who are responsible for the process. We assume that they aren’t working hard enough or need more training. However, we are often wrong – and there are six others reasons that processes fail, which inspired today’s cartoon. Enjoy!    (Click on the image to view a full screen version.)  Read More →

Guest Blog by Bernie Smith, KPI Expert, United Kingdom What are going to be the big themes for KPIs in 2012? We can get some clues from the world of consumer IT and software. In the consumer-computing world overwhelming change in the last 2 years has been in two areas, user expectation and usability. For years consumers were prepared to put up with some ridiculous behaviour from their computers, frequent unexplained pauses, regular user-driven updates, software that just didn’t work or that had a very steep learning curve. You wouldn’t expect your TV to take 5 minutes to switch on and to inexplicably stop every soRead More →