Eliminating Hidden Coordination Inefficiencies

As frequent readers of our blog will know, the Council has focused a lot of attention recently on the topic of finding hidden inefficiencies within Operations. These are costs that often go untracked but present significant opportunities for sustainable cost reduction. Our recent studies have featured solutions for Operations to root out inefficiency through achieving […]

Performance Measurement at Its Worst

The topic of metrics has always been popular with our members, but demand for information regarding Operations dashboards and indicators has significantly increased over the past few months, and I have found myself having many conversations with members lately about our Innovative Metric Blueprint piece. That’s why when I read this article on the Seven […]

Getting Your Customers to Complain

It’s unlikely that you will find an Operations executive not concerned with capturing the Voice of the Customer (VOC). VOC has been a highly useful strategy in helping Operations functions align themselves better with what the customer wants and needs. However, VOC strategies rest on a big assumption: that you are capturing a representative sample […]

The Productivity-Quality Balancing Act

For the third year in a row, Operations executives responding to our Executive Outlook Survey said that improving process efficiency is their top priority. While this is certainly important news, I am more interested in the changes in focus and performance the survey revealed. After improving process efficiency, 20% of executives said their biggest priority […]

Getting Your Employees to Think

One of the biggest shifts in the nature of Operations employees’ roles is the amount of thinking they should be doing—and are increasingly expected to do. Operations work is increasingly becoming more exceptions-driven, with an environment where clear guidelines on how to execute tasks are less useful. As the scope of Operations grows, staff are […]