Eric Michrowski

Is your measurement system holding you back? Thoughts on a call center

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.

by: Eric Michrowski
Published: November 7, 2013
Tags: call center, call centre, Metrics, KPI, Eric Michrowski


Eric Michrowski

Are you limiting your potential to excel by not aligning to the end outcome?

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 needs to be achieved instead?

by: Eric Michrowski
Published: May 1, 2013
Tags: Eric Michrowski, outcomes, operating environment, human potential, Motivation


Eric Michrowski

The pitfalls of employee suggestion programs

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?

by: Eric Michrowski
Published: April 3, 2013
Tags: Eric Michrowski, collaboration, employee suggestion schemes


Eric Michrowski

Are you wasting human potential in your processes?

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?

by: Eric Michrowski
Published: March 14, 2013
Tags: Eric Michrowski, human potential, performance, Motivation, process management, intrinsic motivation


Eric Michrowski

Introductions: From tool based to outcome focused

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?

by: Eric Michrowski
Published: November 23, 2012
Tags: Eric Michrowski, column, TELUS, process excellence tools, outcome focus