Better Basics Can Lead to Better Performance

Frances Donnelly Business Intelligence Leave a Comment

Often big things lead to better performance, like investing in new systems, staff or assets. But it could as likely be the little things that create great outcomes, like executing the daily operational details with excellence. In either case, incorporating the basic principles of formal quality improvement methods will be an aid to your organization. We know many organizations have formal quality programs because of the demands of regulatory and competitive factors. We know other organizations are conflicted about starting programs mostly because of the challenges of picking the ‘right’ …

Should You Scale for Growth This Year?

Frances Donnelly Culture of Quality Leave a Comment

You will encounter operational and procedural challenges that are complex, varied, and cross functional when your business starts to expand. Your teams will need to see beyond the frenzy of increased business volumes to remain aware of the risks they face. This may include costs exceeding revenue, an outcome that occurs most frequently when we find that our processes are not well tuned to scale. What does a process not well-tuned to scale look like? Here are a few examples from our experiences. Example 1: Customer Service Errors The need …