In this category are placed all articles describing a methodology or a tool for process continuous improvement expert.
It’s trendy: to survey your customers. I do not know about you, but as far as I’m concerned, there is not a week going on without being asked my opinion. Whether it’s a link on grocery or hardware store receipt, an email from a car rental company, a hotel, my…
Congratulations! You have set yourself a SMART goal, you have a clear and achievable goal, but where are you? How are you moving towards this goal? In this article, I will discuss the notion of predictive indicators and reactive indicators. To control your performance and make sure you achieve your…
The principle of operational excellence is to be good the first time. However, in some situations, it does not work. Processes and tools are never more perfect than the humans who design them. So, how do your customers judge you? Beyond quality, it’s the way you handle their problem that…
You now have the tips for planning and gaining efficiency from a sociological point of view. You know how to leverage your colleagues, group effect, or your organization. Now, I propose to focus on yourself. The second step in time management is to get to know each other better, to…
Time is lacking, yet we are all equal and have 24 hours in our days. Why do some seem to do more in their 24 hours than others? Several colleagues tell me: but how do you find the time to do all this? It’s not just a question of organization.…
If you’ve started to implement lean successfully, you’ve probably avoided the first four pitfalls. Senior management and the board are convinced and you are ready! I present you now four other classic pitfalls, as well as tips to avoid them.
To face the competition, or improve your performance in a more difficult economic period, you may be thinking of the magical “lean” recipe. Operational excellence brings results that can sometimes make you think of miracles. However, the pitfalls are numerous, and fortunately, known. I suggest you take a look at…
Mid-December, rush of the end of the year, as much at the office as at home. The pressure of psychological deadlines is intense at this moment: everyone wants to deliver for the end of the week, the month, the quarter, the year, or in December, everything happens the same day…
American citizens had recently a choice to make: it is the prerogative of democracy! However, is the choice really desirable in all cases? Is it an added value for our companies or, in the context of the company, for our customers? In this article, I will share some results of…
Operational excellence is based on the creation of value and what is famously called the added value. At the same time, in the services sector, it is the customer experience that seems to be the predominant element. In this article, I will clarify these two terms, which complement each other perfectly,…
