Eric Michrowski

Eric is winner of PEX Network's Deployment Leader of the Year Award 2012 and is a leader in combining Human Performance, Operational Excellence and Process Improvement to drive Business Transformations that achieve substantial shifts in Customer Experience, Operational Reliability, Employee Engagement and Financial Performance.  He is COO and Head, Americas & Europe for Sentis, a growing global Management Consulting firm and has previously led successful improvement programs and deployments in Investment Banking, Logistics, Telecommunications and Aviation.

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....Full Article »
What would happen if you broke all the rules of traditional call center management? That was what Eric Michrowski, former Director, Quality & Process Improvement (Enterprise Leader) at a Western Canadian telecoms giant, proposed to do and was given the go-ahead to run a pilot in the company’s call center....Full Article »
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 on what...Full Article »
As process improvement professionals, we recognize the importance of capturing the ideas of team members that are closest to the process, yet what can we do to make it more routine?...Full Article »
Are we spending too much time improving the technical elements of a process and missing a significant opportunity in optimizing the human potential in processes?...Full Article »
As most of you would agree, the Process Excellence space provides an incredible breadth of opportunities to enhance business performance. So why isn’t there wider acceptance of these process improvement approaches...espeically as the business community is losing billions of dollars each year in missed opportunity?...Full Article »
Social media holds huge potential for continuous improvement activities. Really? Eric Michrowski, Director of Process Improvement Centre of Excellence at TELUS, is a convert....Full Article »