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William Cohen, Ph.D.
One of the most important and useful competencies that I learned as a general, was how to innovate and how to implement innovation. Both are essential and this knowledge and ability helped me to become and perform as a general, and in the civilian world as a senior executive and CEO as well. I also learned that unless you can do both, innovation Read more
Tags: master innovator | Innovation | implementing innovation | Drucker | Peter Drucker | William Cohen
June 14, 2017 by William Cohen, Ph.D.
William Cohen, Ph.D.
I first heard about Bill Bartmann in the late 1990’s. I was working on a book, The Stuff of Heroes: The 8 Universal Laws of Leadership and was seeking interviewees of outstanding leadership to illustrate the eight universal laws in my book. I came across an article, “The Richest Man You’ve Never Heard Of” in the September 1st, 1997 issue of  Inc Read more
Tags: Drucker | William Cohen | Bill Bartmann | leadership
December 23, 2016 by William Cohen, Ph.D.
This article is the third in a four part series looking at 4 key Drucker strategies – Organized Abandonment, Continuous Productivity Improvement, Exploiting Success and Innovation – you can immediately put into practice in your own business. This article looks at why organizations must become focused on exploiting success and Read more
Tags: opportunity focus | exploiting success | Peter F. Drucker | Strategy
April 10, 2013 by From the Editorial Staff at Process Excellence Network

Essential Management for Doers, Doubters & Darers

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Jim Champy
Most so-called “transformational change” efforts fail. It’s difficult, if not impossible, for an organization to change everything at once. Yet enterprises are challenged to adapt quicker than ever to compete and survive. But where should they begin? Every change needs to start with a compelling case.
Tags: Peter F. Drucker | transformational change
April 12, 2017 by Jim Champy

Daily News

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Martina Simon
The Process Excellence Network ties up 2016 with a poem. We hope you enjoyed this year - and we look forward to another smashing 12 months!
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December 14, 2016 by Martina Simon

Every Business Is A Digital Business

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Ian Gotts
“We wanted flying cars and got 140 character tweets”When people predict the future they always look at the technology and try and guess what it will look like.  But if we are looking at the future of Operational Excellence we need to look at what companies will be like – their business models, their resourcing approach, their customer base.  And Read more
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July 26, 2016 by Ian Gotts
Ian Gotts
Which businesses are being impacted by the rise of cloud, social, mobile and big data? "That's easy," writes Ian Gotts, "ALL OF THEM".  This is the first of his new column series on driving operational excellence in digital age. Here's what it means for you.I can hear you say “Not another column on Digital _________”  (fill in the blank: Read more
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May 17, 2016 by Ian Gotts

Lessons From Peter Drucker

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William Cohen, Ph.D.
There was one sure way that Drucker knew that an organization or a company was going to fail. If any organization continued to do what in the past had made it successful, Drucker was certain that it would eventually go under. That sounds pretty strange, but if you think about it is completely logical and the “failures of success” are numerous Read more
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May 3, 2016 by William Cohen, Ph.D.
William Cohen, Ph.D.
For this installment I take a temporary break from Peter Drucker to share with you a truly inspirational story about the importance of involvement.Have you ever received one of those promotionals in the mail which includes two stamps. One reads "Yes, I accept your offer!" The other, "No thanks!" You are asked to affix the proper stamp to an Read more
Tags: Innovation | Ownership | Involvement
September 1, 2014 by William Cohen, Ph.D.
William Cohen, Ph.D.
Okay, maybe I shouldn’t call them "lies." Maybe "untruths" or "myths" would be kinder, gentler, or more tactful, but the fact is an awful lot of people teach, maintain, and even today, buy into these, and Drucker exposed them and proved them wrong. Consider the following:#1: Quantitative analysis will give you the answer. All you need to do is Read more
Tags: Peter Drucker | BPM | Process Excellence | Innovation
August 4, 2014 by William Cohen, Ph.D.
William Cohen, Ph.D.
Drucker was a genius. I’m told that real geniuses in a specific discipline only come around about once every hundred years or so. We’ve frequently heard about geniuses in nuclear physics, chemical engineering and occasionally a soft science, such as economics or psychology, or maybe an art. Management geniuses are harder to come by.For some time I Read more
Tags: Peter Drucker | genius
May 1, 2014 by William Cohen, Ph.D.

Street Smarts for Change Management

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Jeff Cole
Step back in time with me to a simpler and slower time – 1970.    It had been less than one year since man first set foot on the moon, gas was .54/gallon and the DOW reached a whopping high of 908.    We were many years away from the internet, cell phones, tablets, DVRs, flat-panel televisions, and still one year away from Starbucks being founded Read more
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May 3, 2016 by Jeff Cole
Jeff Cole
We all use influence skills daily, ranging from steering your friends toward seeing a certain movie, to getting your kids to eat their broccoli, to persuading that guy down the hall who doesn’t report to you to start using your new process. Columnist Jeff Cole explores tactics you can use to gain influence within your organization.
Tags: process | people | change | Change Management | influence
February 10, 2016 by Jeff Cole
Jeff Cole
Have you ever heard this ad? "They laughed when I sat down at the piano - but when I started to play!…" If it sounds familiar, it may be because AdAge declared it to be arguably the best advertising headline in the 20th century. It was written in 1925 by copywriter John Caples back when something called "direct mail" and lengthy, entertaining Read more
Tags: process improvement | Change Management | Organizational Change | transformation | Advertising | Marketing | A-B Testing | optimization | Jeff Cole | Communications | Process Map | Reporting | Training | Lean Six Sigma | ANOVA
October 4, 2015 by Jeff Cole
Jeff Cole
Ever hear complaints from people that "their plate is full" or "there’s too much going on"? How can you possibly hope to roll out any form of process change in such conditions and hope to succeed? This month, columnist Jeff Cole shares three techniques available to you right now to address such a situation.
Tags: Jeff Cole | Change Management | dealing with change | Change saturation
April 25, 2013 by Jeff Cole

Data Reflections

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Daniel Senter
Many of you will have heard about Robotic Process Automation or RPA. But are you wondering how we, as Process Excellence professionals, should be thinking about it? Firstly, if you don’t know what RPA is , take a look at one of my previous blogs here, which gives you a flavor of what it is and what it can do: http://www.processexcellencenetwork. Read more
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April 12, 2016 by Daniel Senter
Daniel Senter
We find ourselves with the luxury of being able to track, record and store ever more information but does that mean we should, asks columnist Dan Senter. Maybe it’s time we focus not just on the data and the technologies, but also on the human interactions needed to help engage and support their understanding.
Tags: Daniel Senter | business intelligence | data | Big Data | data analytics
January 8, 2014 by Daniel Senter
Daniel Senter
The placebo effect has been proven to demonstrate both physical and physiological positive effects in medicine. But could there be a placebo effect in the world of business performance management?
Tags: business intelligence | data | dashboards | Daniel Senter
June 9, 2013 by Daniel Senter

BPM Straight Up - Separating Fact from Fiction

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Dan Morris
Are you ready for the time when your business rules walk out the door? You could be at risk of losing critical business capabilities and you might not find out until it's too late. Rules are everywhere in your company – but most are unobtrusive and people don’t even know they’re there. Rules determine when and how things get done. They Read more
Tags: Change Management | Business rules
December 7, 2015 by Dan Morris
Dan Morris
Success is the goal we all strive to reach! But, what is success? Is it on time, in budget delivery? Is it being able to tick off all the items on a requirements list? Is it that the systems actually function? Is it ease of use? Is it a high score from a customer focus group? Is it lower cost? And the "Is it?" list goes on Read more
Tags: Success | Metrics
November 16, 2014 by Dan Morris

IT Insider: Creating Business Value with Quality IT

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Gene Rogers
The most frequent comment I get when discussing IT Quality is, "I want to improve but I just don’t know where to start". I can empathize with the comment. It can be overwhelming when you look at the various IT areas (Architecture, Development, Infrastructure, Security, Support, etc.) to find a place to begin. So, where to start? My Read more
Tags: Gene Rogers | IT | Quality | Architecture | development | Infrastructure | security | Support | Value Chain
November 10, 2015 by Gene Rogers
Gene Rogers
"What in the world have I gotten myself into?" That’s usually what I am asking myself the first week after taking over a new IT team. Fortunately, "been there, done that" really does help in this situation. If you find yourself in charge of an IT team for the first time, follow this three-step program for quick success. First, meet Read more
Tags: Gene Rogers | IT | Management | leadership | engagement | performance | Organizational Change
August 16, 2015 by Gene Rogers
Gene Rogers
It finally hit me why Infrastructure Managers are slow to adopt DevOps. They don’t see the benefit.If your business model is based on creating and publishing applications, the benefits of the faster DevOps model are obvious. Otherwise, the benefits are more subtle and the breakeven point for making the change is farther out in time, potentially 3- Read more
Tags: Infrastructure | DevOps | data | Mobile Applications | Capacity | Change Management | Capacity Management | people | processes | technology | Automation
July 9, 2015 by Gene Rogers

Low-code Development Platforms: Could one be right for you?

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Nigel Warren
In last month’s Low-code corner article we explored the topic of experimentation. More specifically - when and how should you apply an experimental approach to process improvement? We deduced that lean start-up techniques such as "test and learn", were most relevant to "systems of engagement", the processes and system with which you win, serve Read more
Tags: Low-Code | Test and Learn | Customer Experience | Cost Reduction | Retention | engagement | CX | IT | Process Waste | Manual processing | security | Interaction | Empowering staff | customer service | lean | Thomas Cook | Complaint-handling process | Silos | communication | David Spickett | MATS | MatsSoft | Process Excellence | process improvement | Tools | Nationwide Building Society | Operating Costs | Service Levels | agility | Case Management System | customer-centricity | Ian Thompson | Customer Operations | Operational Excellence
November 8, 2015 by Nigel Warren
Nigel Warren
In last month's column, we defined the term Low-code Development Platform with the help of Clay Richardson, Principal Analyst at Forrester Research, who I interviewed on the topic recently.We compared Low-code Development Platforms to more IT-centric BPM Suite products, and deduced the following two takeaways Read more
Tags: Low-Code | MatsSoft | Forrester | Gartner
September 23, 2015 by Nigel Warren

Process Fun

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PEX Network Cartoons
There is such a thing as too much cost cutting. The latest Process Fun of the week from PEX Network!
Tags: cost cutting | budget | process fun
January 12, 2014 by PEX Network Cartoons
PEX Network Cartoons
Sliced bread, anyone? The latest Process Fun of the week!
Tags: Innovation | engineering | design | process fun | cartoon
January 12, 2014 by PEX Network Cartoons
PEX Network Cartoons
The difficulty of changing corporate culture is not to be underestimated. Latest Process Fun cartoon from PEX Network.
Tags: process fun | corporate culture
September 11, 2013 by PEX Network Cartoons
PEX Network Cartoons
Sometimes cost cutting can go one step too far...
Tags: process fun | cartoon | cost cutting
July 4, 2013 by PEX Network Cartoons

Outperform

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Eric Michrowski
Too many indicators focus on "how" to do the work, writes columnist Eric Michrowski. This can create a false sense of solid operations and financial management and don’t help build alignment with the right successful outcome. Here's why.
Tags: call center | call centre | Metrics | KPI | Eric Michrowski
October 6, 2013 by Eric Michrowski
Eric Michrowski
Under the guise of improving operational performance, many organizations implement systems that shut down human potential by instituting measurement systems that attempt to break down tasks and activities to an infinite level based on a "perfect operating environment," observes columnist Eric Michrowski. Shouldn't you be focusing Read more
Tags: Eric Michrowski | outcomes | operating environment | human potential | Motivation
April 23, 2013 by Eric Michrowski

Lean for Services

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Debashis Sarkar
What you learn about your company in the first couple of months as Process Excellence leader is critical to determining how effective you'll be, argues contributor Debashis Sarkar. Here are the 10 things you can't afford to not to know about your company.
Tags: Debashis Sarkar | Process Excellence | leadership
June 3, 2013 by Debashis Sarkar