Many of our clients come to us when their processes or customer experiences are far from stellar. In these situations, swift and critical action is essential to triage
Why a Positively Memorable Customer Experience (CX) Matters
Let me tell you about a few of my recent "1st World" problems: A while ago I was in Montreal checking in a hotel (part of a major chain) at about 10 PM. The night
Everything YOU Ever Wanted to Know about Process Improvement and Lean, but Were Afraid to Ask
Why Consider Lean Process Improvement or Process Management? Recently, on a videoconference call, the CEO for one of our clients remarked with a lot of urgency that
34 Years Later – Is the Discipline of “Process Reengineering” Still Relevant in 2024?
A while ago, I was talking with a distinguished executive working in financial services about the types of projects we are working on. After I covered a brief summary,
Transforming a PMO and Creating a Culture of Continuous Improvement
Business Challenge Transforming Solutions Inc. (TSI), was engaged by a Southwest University Health Science Center to create an organizational culture of continuous
Project and Portfolio Management – The Evolution
Early on, I was conditioned to learn project management in its most simplistic form; to ensure delivery of a project(s) on-time, under budget, and within quality levels
What Change Is REALLY Like (versus what you read about)
Since 1995, TSI has worked with organizations that struggle to go through change. Big, small, fast-growing, non-profit, higher education, you name it. I was reflecting on
What Making Pizza has Taught Me about Process Transformation (and organizational change management)
About five years ago, I had a 'Eureka' moment about one of my favorite topics – Pizza. I thought that building an outdoor pizza oven off my back patio, would be a
The Shortcomings of Treating your Customer like a Customer
For years, we have heard business authors, professors and consultants preach about enhancing how we should conduct business – particularly in the area of providing the
What is YOUR Organization’s Unfair Advantage? Where Do You Begin?
Regardless of what your position is in your industry, or what industry you operate in, every organization needs to craft and refine their unfair advantage. In order to