Another great article got me thinking this week.

We are continually reminded that it is not just the mechanics of the business that needs to be measured, but the very “customer experience”.

Whether that “customer” is internal or …

The past two years have taught us that we have to work, and think, differently.

Audit deficiencies are on the rise, yet many businesses are approaching risks and controls without sufficient recognition of the impact of the seismic changes …

“Starting things is easy, getting things completed is less so.”

The best lessons come from human, personal experiences. 

In driving change, that means not just the headline grabbing, exciting initial “visionary” bits that boost the ego, but the moments …

RISK?

We’ve been living it! 

. . . . the pandemic response, the shift to remote and “touchless” working, the need for “electronic everything”, digital transformation, supply chain shocks, cyber threats, raw material prices, oil & gas, inflation, interest rates, …

A number of different, but related, ideas collided in my head this week.

A great article entitled “Don’t Allow Problems to be Hidden; They’re Jewels” resonated with a series of recent discussions where, I am delighted to report, …

The battle against complexity is a recurring theme in customer experience and technology systems as well as in the products and services that your own organization provides.

It is particularly challenging in end-to-end business processes in global enterprises today.

The …

I had the delightful serendipity, within a single 5 day period, of chairing a webcast with two GBS leaders and attending the Shared Services and Outsourcing Week (SSOW) conference in Lisbon.

In both sessions, we talked about the need for …

I can no longer count the number of conversations I have had with executive stakeholders discussing the performance of substantial “digital transformation” initiatives, which have fallen well below their expectations.

The most memorable quote is “we have spent a lot …

APQC recently conducted an annual survey of CFOs and finance leaders to explore the focus areas, initiatives, and challenges we are all facing in 2022.

We all hoped for a return to “normality” after the past two years, but rising …

The “command and control” strategy might have worked for the Roman legions but it doesn’t work in today’s world . . .

We have choices. We want to serve a higher purpose.

Often, sometimes unwittingly, we will sabotage plans that …