The collected Body Of Knowledge of the Operational Excellence Society.
Generative AI has hit the ground running—so fast that it can feel hard to keep up. Here’s a quick take pulled from our top articles and reports on the subject. Since the release of ChatGPT in November 2022, it’s been all over the headlines, and businesses are racing to capture its value. Within the technology’s first…
ByHBR.org
Summary. Some customer service experiences are simple and can be automated. But others, particularly those that involve challenging and complex customer needs, often require creative solutions by frontline employees. In these situations, should employees be empowered to break rules and protocols in order to come to a satisfactory conclusion? Research suggests that certain situations can benefit…
ByHBR.org
Summary. An outdated way of thinking about peak performance is: “maximum effort = maximum results.” But research shows that it doesn’t actually work that way in reality. Here’s what actually works: The 85% rule, which counterintuitively suggests that to reach maximum output, you need to refrain from giving maximum effort. Operating at 100% effort all of…
I was the Chairman at an Operational Excellence and Business Transformation conference in Amsterdam this past March (2023) which was produced by CParity. The lead-off workshop was on Design Thinking. I must admit; my first impression of the workshop was mixed. I thought the concepts of Design Thinking and its approaches were novel. But it…
Unlocking the key components of high performance: discover the Performance Triangle. In the pursuit of organizational success, understanding the key components that shape performance is crucial. Today, we’ll take a closer look at each component and their significance in driving performance. From the fundamental aspects of the work environment to the factors that motivate employees…
Every industry and business navigates the most challenging environment ever. The “great recession”, COVID-19, Supply Chain Disruptions, record inflation, the “great resignation” the war in Ukraine, energy challenges, and deglobalization all represent the new era of chronic uncertainty. Every executive wants to know where to turn and the best place is building Industry and Trade…
