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Category: Operational Excellence

Formalized operations need not be complicated

Some time ago, I had a sharp disagreement with someone about the advantages and disadvantages of formal organization and, beyond that, formalized operating procedures. My interlocutor argued that businesses were dying because they were too formal, leading to complication, demotivation and loss of accountability. As for me, I supported the idea that excessive flexibility without formalization was at least as great a risk as over-formalization, since it could leave people without any reference points or guidelines. In fact, if we don't agree, I think it's a matter of vocabulary and knowing where to place the...

Feedback and secondary data: how to put data at the service of employee experience?

I recently talked about making what we now call the employee experience part of an operational excellence and continuous improvement approach, and it's this...

Experience is the new name for quality and is the result of operational excellence

I have always been convinced that there is a lot to be gained by looking at what works in other sectors and applying it...

Employees must follow the processes. Are you sure?

Processes are reassuring for the business because they allow it to rely on the system to avoid individual deviations. Indeed, since humans are a...

Operations in the post COVID business: formalized, simplified, automated and People Centric

The COVID crisis has shown the limits of certain business models and forced businesses to operate in a completely different way in many cases....

Employee helpdesk and enterprise ticketization: instructions for use

In a previous post I discussed the importance of a "one-stop shop" for the employee within the more general framework of an employee experience...

From employee experience to operational excellence: HR not so well equipped!

I already gave you my first comments on the 4th employee experience barometer published by "Parlons RH". Here is, in addition, the interview I...

Improving a team’ s work: a story of continuous improvement

No matter what your goal is, you've realized that you need your team to work differently. Now you need to figure out how to...

We must improve the functioning of teams: why, for whom, how?

Improving the way employees work should be a major concern for organizations and, at their level, for every manager. Improve work, not the result of...

Knowledge workers, the excluded from operational excellence?

There is one comparison that has always surprised me. The one between the manufacturing industry and the so-called knowledge industry in terms of continuous...
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