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Operational Performance

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 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 incentives2. Create a cross-training / rotational program to expand employee skillsets3. Create clear association of expected

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By Eric Johnson Rapid Results events are fast paced change elements that when done correctly, they can reinforce your organization's commitment to change and improvement. 1. Have a clear challenge that is impactful and measurable Throughout many of the Rapid Results events we have facilitated over the years, one of the greatest challenges to a successful event centers on preventing the inadequacy of the challenge statement. Because the challenge statement guides all subsequent activities, a statement that is too vague or unachievable can cascade an event into a flurry of inefficient activities, unclear objectives, and disagreements. This ultimately results in missed opportunities and

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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. The canary in the coal mine for a decline in safety culture is the

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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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By Julia Borges & Kelly Cave What is organizational culture? Many may know the term ‘culture’ as a word that describes the behavior, thoughts, feelings, and traditions of a group of people or society (1). However, in organizational change and development, its definition means something slightly different. Culture, in the context of organizations, refers to the shared norms, beliefs, and attitudes that exist among the employees of the organization (2). For example, Southwest Airlines is famous for their friendly and helpful customer-oriented culture. At Southwest, employees are empowered to go the extra mile to make customers happy, which in turn leads to

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