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The Consequences of Employees’ Non-Adherence to Processes

In today’s fast-paced business environment, adherence to established processes is crucial for maintaining efficiency, consistency, and quality in operations. Processes serve as the backbone of an organization, providing a structured framework for completing tasks, achieving objectives, and delivering value to customers. However, despite the importance of adhering to processes, employees may sometimes deviate from established […]

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When Employees Encounter Poor Process Handoffs

In the intricate dance of business operations, seamless transitions between different stages of a process are vital. These transitions, often referred to as handoffs, are critical moments where the baton of responsibility is passed from one individual or department to another. When executed effectively, handoffs ensure continuity, efficiency, and accuracy in the workflow. However, when […]

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Internal Customers – They’re Important Too!

Internal Customers You might be wondering – why is it important to make internal customers happy? What difference would it make? Well, if you are interested in finding out, keep on reading! During a corporate stint with a cable television service provider, I happened across a service installer with a not-so-pleasant look on his face. […]

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People VS Process

People VS Process When issues arise because a customer is dissatisfied or a mistake occurs, it’s commonplace to blame employees for the customer’s discontent.  Now I’m in the mindset that most people come to work to do a good job. I believe that most people do not get up in the morning thinking “I’m going […]

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