How Operations Can Gain From Exposing Errors

“Error” is a four-letter word in Operations. Managers, quality assurance teams, and Six Sigma experts focus enormous attention towards rooting out and reducing errors, but too much focus on this can actually be detrimental to firms. By over-emphasizing the need for error-free output, managers can unknowingly create a closed culture that encourages staff to keep […]

Dispelling the Myth of Economies of Scale

For years now we’ve been working on helping our members get more scale out of their operations. We’ve talked about cross-skilling, removing process waste, reorganizing, centralizing, and a variety of other methods to increase the number of transactions that can be processed with a pre-existing set of fixed resources and to decrease the unit cost […]

Do Organizational Structures Really Matter?

In the past few months, we’ve talked about Operations structures quite a lot in this space—and for good reason. About 80% of the executives we surveyed indicate they have restructured Service Operations in the last two years. Now we’re giving you an opportunity to hear the experiences of several of those executives first-hand. In our […]

What Volatile Consumer Confidence Means for Operations

Eurozone Economic Sentiment Hits Two-Year Low. Consumer Confidence in U.S. Exceeds Expectations. Asian Economies Face Eurozone Headwinds. Sifting through the daily news headlines, it can be hard to make sense of what this all means and how Operations can best prepare and respond. Our Q3 2011 Consumer Financial Monitor, which surveyed over 18,000 financial services […]

30 Critical Competencies to Maximize Employee Performance

Over the years, I’ve noticed that the end of the year tends to bring a renewed interest among Operations executives on talent management strategies. It makes sense—along with technology and infrastructure, people are one of the biggest cost drivers for Operations. As executives evaluate their costs and budget items for the coming year, making sure […]