How to Determine Process Pain Points: Unearthing Efficiency Bottlenecks

Dec 11, 2023

Errol Allen

In the pursuit of operational excellence, identifying and rectifying process pain points is essential. These pain points are like hidden obstacles that hinder productivity and efficiency. Recognizing them is the first step towards streamlining operations and enhancing overall performance. In this article, we’ll delve into effective strategies for pinpointing process pain points within your business. […]

How Processes Impact Your Customer Service Survey Results

Dec 11, 2023

Errol Allen

Customer service surveys are not just about rating the friendliness of your support staff or the speed of resolution. Behind each survey response lies a complex interplay of operational processes that shape the overall customer experience. In this blog post, we’ll explore the profound impact that your operations processes can have on the results of […]

Connecting KPIs to Processes: (So Accountability Becomes Visible)

Aug 28, 2023

Errol Allen

Most companies track KPIs — but KPIs alone don’t improve performance. KPIs only improve when they are connected to the process that creates the result. Without process connection, KPIs become: scoreboards instead of improvement tools lagging indicators instead of actionable metrics reporting exercises instead of accountability drivers If a KPI doesn’t change behavior in the […]

6 Consequences of Broken Processes (and How to Fix Them)

Jul 14, 2023

Errol Allen

Most businesses don’t fail because of bad employees. They fail because of bad processes. Processes get created unintentionally — through memory, habit, assumptions, and individual preference. As the business grows, what used to work when the team was small can no longer support the volume, speed, or complexity of operations. What shows up as “execution […]