Using the Apple Store’s design as a model, Roger Addison and Carol Haig describe how Apple has successfully created a space that excites and accommodates customers’ needs and desires. Read their Column to learn how their Apple store experience led them to consider the importance of design in engaging customers and how the design drives Apples’ sales and service process to such great success.
Roger Addison recently checked into his room at a major hotel chain. Upon reviewing the emergency exit map to locate the nearest way out, he discovered the map was reversed. Had an emergency occurred, following the map could have proven lethal. Roger and Carol explore other potentially high-risk processes and ask what high-risk processes you have encountered.
In their Column this month, Roger Addison and Carol Haig discuss the importance of identifying all of the stakeholders every time a new process is contemplated or an existing process is reviewed and updated. They provide a Stakeholder Analysis model to help identify your stakeholders as well as a Stakeholder Check-in model to specify stakeholders’ interests and involvement in the process development or update.
This month Roger Addison and Carol Haig define characteristics of customer-focused organizations vs non customer focused organizations. Which label attaches to your organization? The authors have provided a checklist to help you answer that question.
Entrepreneurs experimenting with different ways to reach and maintain their customers have developed new sales processes. In this Column, Roger Addison and Carol Haig introduce some of these companies and highlight what is unique about their sales processes.
When a new or updated process is ready to be deployed, functional managers must not only effectively implement the change, they must assure that it is managed and sustained over time In their Column this month, Roger Addison and Carol Haig discuss the characteristics of a well-managed and sustainable process implementation.
Roger Addison and Carol Haig assert that good design is a critical component of all business process solutions. In their Column this month, they present a model for creating a well-designed process and describe the benefits that a good design delivers to an organization…
During a recent hospital stay, Roger Addison experienced first-hand where processes connect as the patient moves through the system. As he reflected on his hospital experience, he determined that the Scope Diagram is a useful planning tool in process design and problem analysis. Read the how and why in Roger and Carol’s Column.
As Performance Architects, Roger Addison and Carol Haig appreciate being able to rapidly research models and tools to assist them on their projects. In this Column, they provide information about a tool they have found particularly useful at the inception of a project when just the right type of analysis is of paramount importance.
Performance Architecture: Motivation for Change Motivation is critical to the success of a well-implemented change initiative. In this Column, Roger Addison and Carol Haig show you how to easily make motivation your staunch ally by applying a model that demystifies the topic called “The Four Motivational Switches.” Read their Column to learn what they are […]