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Why Implementation Matters

Strategy is a popular subject in business schools: it has a certain air of intelligence and sophistication about it.  But it’s a term that’s overused without being well understood.  If a poll were to be conducted, most business school students would probably not be able to give a proper definition of what “Strategy” is.  And… read more →

The Impact of the 5S System on the Healthcare Workplace

The 5S organization system is a fundamental part of Lean consulting. A tool designed to improve efficiency, it uses a systematic approach to organization and cleanliness in the visual workplace.  Like Lean, 5S was created in Japan and because the original “S” terms were in Japanese, the English translations for each of the five steps… read more →

Refinery Maintenance Best Practices

Two common expense reduction strategies that companies in any industry often pursue are abandoning long-term projects and cutting corners, but both are a mistake. In refineries, one of these mistakes is often made by reducing one of the largest operating expenses – preventative maintenance costs.   Refinery maintenance costs are broken-down into preventative and reactive.  Preventative… read more →

Why Digitization Doesn’t Solve Everything

It’s exciting to think of the opportunities technology has created over the last several decades, and to imagine how many more are still untapped and underutilized.   One of the most significant changes technology advancement has had on business has been the digitization of information and the analytic and communicative power it brought with it…. read more →

Lean Concepts For Knowledge Workers

The core idea of “Lean” is widely recognized even by those who don’t know the terminology.  The fundamental objective of Lean is to create and maximize value while eliminating waste.  It’s a principle aimed at optimizing the people, resources, efforts, and energy of an organization with the goal of creating maximum value for its customer…. read more →

Managing Customer Expectations To Control Call Center Volume

A common KPI for financial industry contact centers is the Service Level, whose targets can be found in the Service Level Agreement (SLA) committed to customers.  The SLA aims to maintain a certain level of service, and its targets are expressed as a percentage of inbound calls answered within a given timeframe (e.g. 80% of… read more →

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