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Two years ago, Harvard Business Review published an article written by Ram Charan, the world-renowned business adviser.
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These days, every company seems to want to deliver a better employee experience. But the challenge for many is where to begin.
In the Business to Business (B2B) software practice, our goal is to create a product that brings measurable value to our customers. And once that new[...]
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According to the 2016-2017 Sierra Cedar HR Systems Survey results, “business process improvement continues to be the number one area in which[...]
We’re out at HR Tech World in San Francisco this week. While the show is about technology, it’s more about strategies and tactics for improving the[...]
The Sierra-Cedar 2017–2018 HR Systems Survey is available here until July 1, 2017. If you haven’t already participated, here are five good reasons[...]
How often do you ask a person for something, and they come back with something that is different from what you had in mind? This isn’t a blog post[...]
Sometimes you have a customer experience that feels so good, you want to tell other people about it. So here goes...
It drives me crazy when a front-line employee can solve a problem, but can't. They can because they see the problem, they see the cause, and directly[...]
In my first job in the early 1980’s, I served as a Professional Association’s point of contact to their State and Local Chapter Presidents within the[...]
… at least not yet. Much is being said about how AI (Artificial Intelligence) will replace human jobs. But if the digital past is any indication of[...]
Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security. Only satisfied customers do.” Customer-focus in large[...]
The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.” In fact,[...]
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