Optimizing Your Technology

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We live in a world where technology is no longer a luxury but a standard business tool, making it very difficult for companies to experience the gains of competitive advantage.  The price of essential IT functionality has reached the point where it is more or less affordable to all, the capacity of the Internet has…

Proactive Data Quality Audits

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The current landscape for data acquisition, storage, analytics and the need for business understanding is growing and evolving at a rapid pace. To keep up, a Proactive Data Quality Audit (PDQA) should become part of the “everyday business” mindset. PDQAs ensure compliance with all types of regulatory measures set in place and reduce the amount…

Addressing Technical Debt

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As customer expectations continue to rise, companies of all sizes feel immense pressure to continuously enhance their organizations to compete in today’s competitive marketplace. While large companies have the resources to boost customer experience by improving their existing technology or investing in new technologies, smaller companies often face budgetary restrictions. For small companies with antiquated…

Balanced Scorecards: A necessity for healthcare organizations

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Balance scorecards, a strategic planning and management system originally used by large corporations in the 90s, has become very popular in healthcare in the past two decades. Many early implementations in hospitals and health systems required complex linking, monitoring, and manual keying of numerous data sources (often over 50) in order to maintain adequate scorecards…

5S – A Foundation For Transformative Change

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5S is a powerful framework for improving efficiency and effectiveness, with broad applications in areas like manufacturing, software development, and even personal organization. Commitment to 5S forms a foundation on which more advanced Lean concepts can take hold. Without the standardization and level-setting that 5S provides, organizations often struggle to cultivate a truly Lean culture…

Critical Metrics to Increase Call Center Effectiveness

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With many services and companies competing on price, organizations need to focus on their core competencies as a form of differentiation. With increased competition driving prices down, price is no longer a leading reason for customers to shop for new providers. Business is retained or lost through customer interactions, and ultimately, customers are looking to…

Addressing Data Quality Issues

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The past decade has seen an explosion of data and it is fundamentally transforming how businesses make decisions. Data is being used by business leaders to learn more about their organizations, and, in turn, they translate that knowledge into improved performance and business advantages. While data science, business intelligence, and statistics can be utilized by business…

“External” Voice of the Customer for Internal Support Processes

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To drive improvement through Lean Six Sigma and other continuous improvement projects, it is imperative for practitioners to first determine what is important to the customers. The Voice of the Customer (VoC) is the comprehensive set of basic needs, performance needs, and delighters that the customers have with respect to the process. When tackling a…