Get Things Done With Smaller Teams
Thought Food

Get Things Done With Smaller Teams

An important executive goal in most large companies is to improve efficiency and effectiveness. With top-line revenue growth elusive in most markets, a key way to increase returns to shareholders is to boost the bottom line — and that means stepping up productivity. These gains need to come from improving the processes that run the company as…

The Upside of Conflict
Thought Food

The Upside of Conflict

The Standard Social Innovation Review means that too many organizations ignore or avoid addressing internal conflict, and that a healthy perspective on disagreement can increase resilience and spur needed innovation in a socip-business context. Conversely, when left unattended to, the problem will most likely become one of destructive internal conflict, meaning abnormalities such as high…

Reinventing Customer Service
Thought Food

Reinventing Customer Service

HBR reckons that any big company, and few departments will be as instantly recognizable as customer service. The call center usually resembles a factory floor, with row after row of reps, headsets on, sticking to the script and rushing from call to call as they try to minimize “handle time.”  But walk into a T-Mobile…

Productivity Management: An Essential Capability for Maximizing the Value of Operational Excellence
Body of Knowledge

Productivity Management: An Essential Capability for Maximizing the Value of Operational Excellence

Operational Excellence (OpEx) is a term that embodies many things that CEOs seek to achieve, such as consistent strategy execution, profitable growth and sustainable cost reduction.  While there are many definitions of the term, most would agree that it entails focusing on customers, cross functional execution and consistent delivery of outcomes that create value for…