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 →

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 →