The collected Body Of Knowledge of the Operational Excellence Society.
Possibility Deficit Disorder (PDD) is the pervasive and persistent experience of ‘no possibility’ now, and no attractive prospects in the future. PDD is widespread in modern times. At a national level, it is evidenced in the lack of ambitious ventures in technology development, industrial policy, educating necessary resources, infrastructure planning, national security, and transportation. PDD can be observed…
Small teams in large corporations can ‘out small’ today’s successful smaller players, and win big. Smaller competitors to today’s largest corporations are consistently winning in customer satisfaction ratings without the so-called economies of scale associated with large (frequently out-sourced) customer care centers. For the largest companies in some key sectors – such as telecommunications, technology, andfinancial services – there is the potential…
In the opening scene of the legendary film Casablanca, an employee walks intently through the casino with a piece of paper in hand. The employee arrives at a table and reaches across to hand the paper to an unseen recipient. All the viewer can see is the recipient writing his signature authorizing a payment of 1,000…
It seems that every day brings with it a new way to pass information – some to varying degrees of want. With a constant stream of data and touch-points, when does it all become a blended and deafening cacophony of “noise”? How can one “squelch” out the static and focus on that which is truly important? How…
INTRODUCTION Most organizations receive and send documents in order to communicate with their internal and external customers. In this context, documents can be any and all pieces of formal information sent through any media. It can be traditional paper, email, SMS messages, or an XML file. All these types of documents are created within a…
BACKGROUND After having worked with cultural change initiatives for nearly 40 years, there is one rule I can state with certainty. The level of cultural change attained will be directly proportional to the level of management commitment applied. With a serious commitment from the top management, success is possible; without this commitment, failure is guaranteed. The conversion…
