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Continuous Improvement

By Sarah Moore & Eric Michrowski Some of America’s oldest chapters in history were written on the banks of Boston’s Charles River, but today it hosts a different kind of revolution. Paul English, co-founder and former Chief Technology Officer of Kayak (the website and app that helps you plan your next trip by searching hundreds of travel sites for the best deal) is once again revolutionizing the world of travel. His new app, Lola, brings a human touch to business travel. The app learns your preferences, so it can make smarter recommendations for your travel. And Concierges – real humans – are available

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By Eric Johnson We always talk about processes as going from bad to great, based on deliberate projects and other interventions that recognize issues as they arrive; and when identified, how management reacts to the discovery and its attempts to resolve the problems. In a prior post, we discussed how this occurs in safety culture – i.e. “backsliding” – when bad habits slip into the safety culture, how this manifests itself, and what the organization can do to reverse the trend. We now turn our attention to processes – the ways employees generate value for the firm. As in the past, we

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By Dale Lawrence The traditional model for transformation projects is to plan, build the business case, go through financial gates, estimate benefits, project plan, go through more approvals, stakeholder analysis, more approvals, assemble the team, launch project, seek more funding, start strong but then things start happening. Delays, impacts to areas of the business that were not expected, funding issues, more delays, resistance is building, watch out! Many major projects start with different project team members than they end with because the project takes too long. The perception is the business world moves fast but your business moves too slow. In

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By Kelly Hamilton, Madison Hanscom, & Josh Williams In today’s increasingly complex workplace, organizational leaders must be equipped to effectively deal with the relentless demands of daily decisions, challenges, and opportunities that impact all aspects of business, including safety. It is increasingly important to make intelligent decisions for safety in order to advance safety culture and prevent serious injuries and fatalities at work. Anchored in years of research and science, our team has identified five core competencies to optimize safety culture: Active Care, Walk the Talk, Build/Live the Vision; Recognize Often/Foster Growth, and Drive Thinking and Speaking. Leaders who master these skills

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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. To do this, a considered approach consists of the following: 1. Develop a robust human resources program with the goal of understanding employee incentives 2. Create a cross-training / rotational program to expand employee skillsets 3. Create clear association of expected

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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. Whether it's that time of the fiscal year or whether changing conditions necessitate a shift in the business approach, strategic planning is an event that everyone knows needs to happen, but few look forward to. The

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