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Overview

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Solution

5

How to set proper KPIs?

04.03.2018 at 16:45h

Hi, I previously wrote an article about SSMAAART KPIs. I hope it helps. ----------------------------- This post in an extension of a broader topic that I covered in “Achieving your dreams” article. I tried to cover there the relationship between goals, key performance indicators and targets and explained that all together they should be not just smart S.M.A.R.T. but actually S.S.M.A.A.A.R.T. So 2 times S and 3 times A. I will not spend time going through the typical definitions that come with... read more


Solution

4

How to best quantify benefits for multi-skilling and cross-utilization?

14.08.2018 at 11:08h

Hello Razvan,   I have several examples where implementation of cross-skilling and multi-skilling was successful and brought tangible impact, but I will focus on my latest and maybe most impactful one in Call Center.   In 2013-2014 I was responsible for Managing Call Center in Romania and I had under me several teams: inbound (100 FTEs), outbound (65 FTEs), retention and loyalty (20 FTEs), monitoring (4 FTEs) and others that are not the topic of this discussion. The big problem we had there w... read more


Solution

1

What is Lean methodology and how can you implement a Lean project

18.12.2017 at 18:39h

Hi Mirel,  Please see my article related to the topic.  ________________________________________________ If you google “lean” things like: JIT, 5S, MIFA, OPF, TPM, TT or CT start to appear on your screen, or the alternative: Jidoka, Poka Yoke, Heijuka, Kanban and so on … It feels a bit like learning Klingonian or at least Japanese. More reader friendly articles support the idea that: Lean is a way of living, Lean is about the people, Lean is about the customer, Lean is about … basically any ... read more


Solution

1

How to best implement LEAN - with external consultants or trained employees

24.05.2018 at 16:35h

Hello Adrian,  The approach that proved to be very efficient for our organisation was:  1. Train change agents (3-4 weeks extensive training)  2. Educate stakeholders (1 week training)  3. Support change agents with internal/external consultants for 1-2 waves  4. Ad-hoc support if needed on specific topics  BR, Bogdan read more


Solution

1

What are good LEAN movies suggestions for a presentation?

24.05.2018 at 16:37h

Hi Adrian,  Please also see one that I made part of a longer list of Lean related videos:  https://www.youtube.com/watch?v=20xuu_8wWnY&t=120s BR, Bogdan read more


Digital & Technology
Unsolved

How to create an Incentive system for IT team (not working in...

24.05.2018 at 16:29 h

Hello,  I am trying to develop a meaningful incentive system for a team that is half colocated and half of the team members are working remotely from other countries.  The project they are working on is a web based application and the main objectives are: fast (in time) delivery, according to customer specifications and in budget.  I am interested if any of you can help me with a model that encourages team work and deadline compliance while delivering also high quality work.  I suggested an A... read more


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People and Organisation
Solved

How to change an organization from silo thinking to being Ag...

04.03.2018 at 16:20 h

Anybody here has experience with changing an organization from silo (department like) thinking to agile / adaptive organization. It seems cool to have a multi functional team with people working towards same goal and have various skills but it seems to me there are many obstacles from the moment you start this journey and until you are actually a high performant adaptive company. I would appreciate if somebody could guide me through the most important implementation steps and what are the mai... read more


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Digital & Technology
Solved

How to create a Digital roadmap?

15.02.2018 at 14:44 h

We are in search for an efficient way to assess the strong points and inefficiencies of the digital landscape of a retail focused bank located in Central-Eastern Europe. The scope would be to: Understand what is the current gap between our performance and industry standards, as well as the gap between our performance and customer expectations. Develop a roadmap that integrates the current running initiatives. Business case. read more


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Digital & Technology
Solved

How to implement change in a 10000+ organisation?

15.02.2018 at 14:30 h

Implementing change can be difficult even for small organisations with no cross-country/continent offices. But what do you do for those organisations that have 10.000+ employees and operate in multiple countries? I would need a step by step approach for driving change and estimated timelines. read more


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Solution

5

How to set proper KPIs?

04.03.2018 at 16:45h

Hi, I previously wrote an article about SSMAAART KPIs. I hope it helps. ----------------------------- This post in an extension of a broader topic that I covered in “Achieving your dreams” article. I tried to cover there the relationship between goals, key performance indicators and targets and explained that all together they should be not just smart S.M.A.R.T. but actually S.S.M.A.A.A.R.T. So 2 times S and 3 times A. I will not spend time going through the typical definitions that come with... read more


Solution

4

How to best quantify benefits for multi-skilling and cross-utilization?

14.08.2018 at 11:08h

Hello Razvan,   I have several examples where implementation of cross-skilling and multi-skilling was successful and brought tangible impact, but I will focus on my latest and maybe most impactful one in Call Center.   In 2013-2014 I was responsible for Managing Call Center in Romania and I had under me several teams: inbound (100 FTEs), outbound (65 FTEs), retention and loyalty (20 FTEs), monitoring (4 FTEs) and others that are not the topic of this discussion. The big problem we had there w... read more



2

How to successfully implement daily huddles?

04.03.2018 at 16:27h

Hi Emil, I have a very simple 1st step.  Ask every team member to say each and every morning what they achieved the previous day (not what they have done but what are the concrete outputs of their work).  There will be a bit of a struggle because most of them have even no clue what an achievement is or they have issues with prioritisation, but after 2-3 rounds and with a bit of guidance from team leader people will start thinking a bit different - in terms of achievents and not activities.  H... read more



2

How to define digital processes?

24.05.2018 at 16:00h

Hi Alex, I hope I understand the need correctly. Is the company trying to identify what is the level of digitalisation they are currently having?  In this case I would suggest starting with BPM (business process management) where the team in charge of the project would define as a 1st step the process catalog and as a 2nd step they should assess the level of digitalisation for each process.  I would also separate core processes from enabling processes and draw conclusions separately together ... read more



2

What's the optimal sample needed for average processing time calculation?

14.08.2018 at 11:22h

Hello Radu, the typicall number of measurements I do is 30 but this can vary depending on the consistency of the results and the deviations I get. If 15-20 measurements are grouped close to each other and I do not see any signifficiant deviations from one measurement to another I am quite happy with this sample and I do not go further. If this is not the case I go for 30 and sometimes even more and I eliminate the 5-10% outliers that might appear but very important I would also try to clasify... read more


Solution

1

What is Lean methodology and how can you implement a Lean project

18.12.2017 at 18:39h

Hi Mirel,  Please see my article related to the topic.  ________________________________________________ If you google “lean” things like: JIT, 5S, MIFA, OPF, TPM, TT or CT start to appear on your screen, or the alternative: Jidoka, Poka Yoke, Heijuka, Kanban and so on … It feels a bit like learning Klingonian or at least Japanese. More reader friendly articles support the idea that: Lean is a way of living, Lean is about the people, Lean is about the customer, Lean is about … basically any ... read more



1

How to conduct a customer journey analysis?

24.05.2018 at 16:08h

Hello,  I would suggest using a customer journey map.  A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience. What it always does is identify key interactions that the customer has with the organization. It talks about the user’s feelings, motivations and questions for each of these touchpoints. It... read more


Solution

1

How to best implement LEAN - with external consultants or trained employees

24.05.2018 at 16:35h

Hello Adrian,  The approach that proved to be very efficient for our organisation was:  1. Train change agents (3-4 weeks extensive training)  2. Educate stakeholders (1 week training)  3. Support change agents with internal/external consultants for 1-2 waves  4. Ad-hoc support if needed on specific topics  BR, Bogdan read more


Solution

1

What are good LEAN movies suggestions for a presentation?

24.05.2018 at 16:37h

Hi Adrian,  Please also see one that I made part of a longer list of Lean related videos:  https://www.youtube.com/watch?v=20xuu_8wWnY&t=120s BR, Bogdan read more



0

How to build a Team?

04.03.2018 at 16:42h

Hello,  I was in the position of running a call center and had some big issues for a team of over 200 employees. My solution was to go for a problem solving session in which I tried to understand what is not working and the base of my issue tree was looking some thing like this.  Please see attached the file that describes the problem and how I managed to solve it. I hope it will help in structuring your thinking.  Best regards, B read more



0

How to lead an effective sales training?

24.05.2018 at 15:54h

Hi Alex,  I delivered such trainings in the past. What would you like to have as an answer here? You look for a training agenda or for a person to deliver the training?  BR, Bogdan   read more


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