Archive...
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It was with great sadness that we learnt of the passing of Dr. Eliyahu M. Goldratt. He has had a profound influence on the lives of many and specifically for those of us here at eg. During a visit to …
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How to use measurement to make sure we motivate
Posted in Blog, Operations Management On June 14th, 2011In his recent blog, Paul Cooper of the West Brom describes the benefit of measurement to help Team Members to deliver improved performance. The theme is “measures that motivate” that can help Teams in the back office to optimise performance. So the …
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Poor performance – measure, manage and improve
Posted in Blog, Operational Intelligence, Operations Management On January 24th, 2011“Steve Coomber in the Edge January Edition raises an important issue – where poor performance is identified, there can be reluctance to tackle it.
Users of eg operational intelligence® tell me that they use the rich individual performance information to provide …
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Intelligent Operational Leadership
Posted in Blog, Operational Excellence, Operational Intelligence On September 28th, 2010In his book, Operational Leadership1, Andrew Spanyi is reported as saying that;
“Fewer than 40% of major improvement projects typically achieve their stated goals, and the sustainability of these gains is even more questionable.”
eg operational intelligence® …
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Professional Planning with Operational Intelligence
Posted in Blog, Operational Excellence, Operational Intelligence, Operations Management On September 23rd, 2010Research from the Professional Planning Forum demonstrates that although improvement in back office operational performance is growing in importance, most organisations do not have mechanisms in place to increase efficiency.
For more details of the survey, visit: http://bit.ly/cWhjTd
Delivering tangible improvements …
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Measure & Manage Training
Posted in Blog On September 6th, 2010The Institute of Leadership & Management (ILM) reported that the UK Talent Intelligence Survey had found that just 55% of companies know if they have the skills needed to execute their business strategy. Meeting team leaders, I always …
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Quality – it’s good operations management
Posted in Blog On May 17th, 2010The eg principles of operational management® recommend a balanced range of measures. Wendy Jeavons, our Managing Director for eg’s South African operation based in Johannesburg, explains the need to maintain these in her Top ten tips for Team Leaders.
As …
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Engaging Customer Service Teams
Posted in Blog On March 19th, 2010We have looked at the development of objective measures to help deliver improved operational results. The measures eg recommend cover a balance including; service, quality, risk, compliance, people skills, throughput and productivity. The first step is to make sure you …
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People Make the Difference
Posted in Blog On February 16th, 2010Previously we have looked at achieving the right balance to ensure:
- what gets measured gets managed and then….
- what gets measured gets better!
Along the way, and with your help, we looked at the need for a balanced view of performance, …
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What’s measured gets better!
Posted in Blog, Client, General, Operations Management On January 12th, 2010Last time (“You can’t measure my work” versus “What get’s measured get’s managed”) I looked at the tension between measuring variable processes and the value if you persevere in doing this. It looks like I stirred up a hornet’s nest …
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“You can’t measure my work” and “What get’s measured get’s managed”
Posted in Blog, Clients / Project information, Operations Management On November 3rd, 2009All those specialist case handlers, counter staff, underwriters, complaints specialists and more tell me that every work request is different. When I ask if we can measure how long the task should take, the number there are or the result …
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