Posted by admin on April 3, 2008 under Uncategorized | 
Welcome to the Insight Edge blog, sponsored by Insightful Solutions, Inc. - dedicated to organizations which are passionate about success. This is the place to engage in lively discussion to spark creativity and best practices within your organization. Jump in and share your thoughts and comments about how to realize:
- Unparalleled Operational Effectiveness
- Unprecedented Service Levels
- Maximized Profits
Posted by admin on December 14, 2010 under Enterprise Architecture, Operational Performance |
Understanding the operating model in place in your organization is an important component of determining and executing your overall business strategy. After all, if you don’t understand your model, how can you possibly understand how to grow the business?
The level of business process integration and standardization in your organization significantly impacts the growth strategies applicable to your organization. For example, if you have high level of process standardization (processes defined and executed the same way across the entire organization) and high levels of process integration (linking of shared information throughout the organization), you are an example of a Unification operating model.
The growth strategies you choose for your business must take into account the level of standardization and integration, as well as the impact of growth on these processes and business systems. Without considering these factors, you could be in for some significant challenges in executing your strategy.
For further information, see my article “Strategic Growth Through the Right Operating Model”
Posted by admin on October 6, 2010 under Enterprise Architecture, Operational Performance, Process Improvement, Technology |
In this age of technology, we rely on our software systems to automate many of the manual tasks our employees do each day. Unfortunately, however, many times the software actually gets in the way of what we ask our employees to accomplish!
Whether we made bad software selections initially, or we automated manual processes without considering how to leverage software to work smarter, there are some consistent indicators which highlight software as the roadblock to efficiency and effective operations. Here’s my list of 15:
- You use spreadsheets and word processing software to do the ‘real” work you need to get done.
- You have so many problems with the system that the IT Help Desk is on speed dial.
- You don’t even bother calling the IT Help Desk anymore with a problem – you just “work around” it.
- You’d rather walk across hot coals than log into the system.
- You spend more time complaining about the system than working in it.
- You make excuses for the system - even to customers.
- You can’t provide the information management wants when they want it, so you make up the answer.
- You have to submit a report request 24 hours before you need the information.
- Reports are only run once per month, and weigh 25 pounds when you get them.
- You are generating reports for people who don’t use them.
- You have an entire list of “work arounds” you use to get the job done.
- When training someone new, you don’t use the software training manual – you teach the “work arounds”.
- You roll your eyes every time someone says “the bug has been fixed”.
- Your system is so complicated that your manager comes to you for information rather than getting it from the system.
- You have to ask customers for information they have already provided.
What have you seen which should be added to this list?
Don’t let your software stand in the way – do something about it.
Posted by admin on August 18, 2010 under Customer Focus, Operational Performance, Process Improvement |
Business performance excellence relies on performance consistency - consistency in process execution, as well as consistency in communication. In order to accurately predict and achieve your revenue, market share or other goals, executives must be able to rely on reasonably predictable levels of organizational performance.
The same holds true with communications – both internal and external. A clear, consistent message must be presented to internal stakeholders (employees, partners) so everyone understands what is expected. Perhaps more important, however, is the communication messages sent to your marketplace – customers, potential customers, and competitors. Particularly in these hyper-communicative times, consistent communication is critical to cut through all the noise in the marketplace. A small slip in consistency can make all the difference in gaining and keeping customers, impacting revenue and market share.
Let me give you a couple of real-world examples – both of these situations happened to me last week, and on the same day!
I needed to have some work done on my car. Now, I am pretty mechanically inclined and often like to do the work on my car. This time, however, I just didn’t feel like taking on this particular project. Additionally, there was some other work that I wanted to have done at the same time. So…. I called my local Mazda dealer to obtain a quote on the bigger piece of work. I was transferred to the Service Department and spoke with a gentleman about the work I wanted performed. He quoted me $110.00, plus tax and the environmental fee – “about $115.00”, he said.
That seemed pretty reasonable, but I didn’t make the appointment on the spot. Two days later I made the appointment, and arrived the following day to have the work done. When I checked in for the appointment, the Service Agent printed the estimate – they were going to charge me $160.00 for the work! I mentioned that I had received a quote a couple of days prior, and the Agent actually told me I was wrong, and that I couldn’t have spoken with anyone because no man worked in the Service Department! She even expected me to have the name of the person with whom I had spoken! (Do you ask the name of everyone you speak with at a store so you can justify your conversation later???)
The inconsistency in communication between the phone quote and behavior at the Service Department cost that dealership a sale – a sale of about $225.00.
Later that same day, I decided to have lunch at my local Domino’s Pizza shop. I didn’t want to have pizza because of the bread, but according to the menu there were pasta dishes available. The menu showed several photos of the various pasta dishes – pasta in an au gratin-style dish – for a price of $5.99. That seemed like a pretty good deal, and just what I wanted – no bread. Well, wasn’t I surprised when the counter clerk charged me $6.99 (plus tax) for the meal, explaining that their prices on the menu were wrong! Can you imagine the prices being wrong on the menu?
The next surprise came when I received my order – a huge bread bowl filled with the pasta I ordered – not at all what I expected from the menu photos and item description. While I did walk away with the meal, the inconsistency here in communication regarding the product and its price was a big surprise. Will I think twice before going back there? You bet – there are lots of other options for lunch, and without the surprises.
Remember, consistency in communication is critical in setting expectations – of employees, partners, customers and others. Be sensitive to the communications in your organization – they could be impacting your overall performance much more than you think!
Posted by admin on August 6, 2010 under Requirements |
Most people having experience with selecting software to solve a business problem are familiar with the “normal” first step in the acquisition process (well, after identifying the funding source….) - the need to develop “requirements”. Requirements outline the functions software must perform, performance considerations, security features and so forth. But… did it ever occur to you that requirements aren’t just for software projects? View article
