Eric Johnson

The Front-line connection – leveraging the front-line in execution excellence

search-for-service


By Eric Johnson

The front-line of many organizations is often the first segment of interaction of the company to its customers. In a past post, we have discussed the importance of customer care. In this post, we discuss empowering employees to make the decisions that align with the organization while increasing their own satisfaction with their roles and ability to achieve their career objectives. Read More...

Recessions and Safety


recession and safety



By Eric Johnson

One of the biggest challenges to developing a robust safety culture we find is built around the value of safety. Unless you are Apple, corporate resources are often quite limited and have competing interests tugging at them, all while trying to demonstrate the best return on equity. Those projects/processes/activities that are best quantifiable are often the first to receive the benefit of resources. Read More...

The Value of Mentoring in Safety

safety mentorship



By Eric Johnson

When our organization engages clients, one of the first steps we perform in our assessments centers around establishing a baseline regarding the safety culture climate within the organization at all levels. These questions center around elements such as “What is the overall view of safety within the organization?”; “How do employees react to injuries – both to themselves and to others?”; “How does safety messaging impact employees”. The answers to these questions often depend on both the current safety climate but also historical data. Within the conversational aspect of our assessments, we often come across a common theme that can enhance and support a growing safety culture – the component of mentoring within safety. Read More...

Safety at the Front-Line

safety


By Eric Johnson

“Why can’t my employees just work safer?” is a question we hear again and again when interacting with senior-level and mid-level leadership. “Management simply doesn’t know what we are dealing with” rebuts front-line employees. And indeed, both are partially correct. It’s this middle ground where an established safety culture can take root.

Safety focus is not independent of other aspects of the organization, but can enhance or detract the work experience depending on the engagement of the front-line – an engagement that can be supported by management Read More...

Operations and Non-Serious Injuries

danger-high-voltage-warning-sign-with-black-and-yellow-hazard-stripes


By Eric Johnson

One of the biggest elements of a good safety program is the ability of employees to feel free to both own their safety to protect themselves from hazards and to then report safety incidents, close calls, as they happen within the workplace. Within groups that exhibit private compliance and higher maturities, the workforce feels comfortable and duty-oriented to enforce safety. But as we all know, safety is a journey, not a destination, and elements of a safety culture can quickly erode if not deliberately maintained. Read More...

Strategy and Planning – How to Do It Right the First Time

business-strategy-process


By Eric Johnson

Strategy and Planning are the core activities in any organization that provide guidance and link the “whys” to the “hows” that define utilization of resources in producing high quality outputs. These are also core events in the business cycle that should be driven by data behind both external and internal forces to best approach the most advantageous deployment of resources toward customer satisfaction. Read More...

Tapping the Startup Roots of Your Big Organization

Trees with sunshine through in the fall

By Eric Johnson

Many organizations become saddled with bureaucracy over time, which is a natural evolution of complexity and the incorporation of controls to manage risks within the business. However, many businesses started from much smaller entities, where communication was easier and productivity achieved with far fewer people and assets. Often, it is heard that large businesses want to “tap into their startup roots” which is often code for fast execution, swift decision-making, and quick recovery from errors or issues. While it is absolutely possible to re-introduce the “start-up” culture into your business, it involves a mindset shift from one of top-down regulation to one that empowers employees to make decisions and execute on behalf of the customer.

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Rapid Results: A tool for solving issues and motivating employees

process optimization

By Eric Johnson (EJ)

Rapid Results events are fast paced change elements that when done correctly, they can reinforce your organization's commitment to change and improvement. Read More...

Why Your Process Improvement Projects Fail – And What You Can Do To Help Them Succeed

Why They Fail

By Eric Johnson

When embarking on a process improvement journey, it is critical to first know the details of the root causes, your resources skills and constraints, and most importantly your culture's ability to thrive under the new changes. Read More...

Data – Are You Using It to Best Your Competitors?

Data Are You Using copy

By Eric Johnson

Data is only useful when it is used to change behaviors, processes and/or activities.
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The Disconnect Between You and Your Customers is Customer Care

The Disconnect

By Eric Johnson

The customer care agent is the lifeline between the organization and people it serves, and should be viewed as such Read More...

The Propulo Approach


customer_journey_mapping
By Eric Johnson

In the pursuit of an ever-elusive profit margin, organizational complexity tends to increase relative to the outputs of the business. Customers are demanding increased features of products and services yet competition places downward pressure on pricing. At this point, operational processes become a strategic advantage: how can you deliver your products and services at the level your customers want but at the ease and cost structure your company needs? Read More...