Annette Franz
There’s a little bit of irony in the title of this article. Why do we have to make sure the customer—and employee—experience is crisis-ready? Well, as John Kennedy said, “The time to repair the roof...
Celia Paulsen
Nobody likes business to be slow. If you’re in a fast-paced world like manufacturing, seeing your machines or employees idle can drive a person insane. If you’re used to your production line working...
Jon Speer
Historically, risk management has been a complex and polarizing subject, with various stakeholders assigning different values on the probability and severity of harm. In the medical device industry,...
Ryan E. Day
As shelter-in-place orders make work-from-home (WFH) the new normal, some organizations are struggling with the transition to working as a remote team. But there are companies that have been doing so...
Knowledge at Wharton
Long stretches of empty supermarket shelves and shortages of essential supplies are only the visible impacts to consumers of the global supply-chain disruption caused by the Covid-19 pandemic. Unseen...
Cheryl Carleton
The labor market is changing rapidly with the onset of the coronavirus pandemic.
Many organizations are laying off almost all of their workers, while others are considering which workers to lay off...
Julius DeSilva
ISO 9001 certifications have seen a decline during the past two years, per data from ISO. Some say the standard has gotten too complicated with the introduction of organizational context, risk-based...
Bruce Hamilton
Most lean folks use 5 Whys daily to problem solve, but relatively few are familiar with a clever problem-solving device developed 30 years ago by Deming Prize winner Ryuji Fukuda, called the why-not...
Kathleen Wybourn
Business continuity is a relatively simple idea. Plan ahead so you can keep your business successful during times of difficulty. Key management transitions, loss of a major customer, the impact of a...
Donald J. Wheeler
Each day we receive data that seek to quantify the Covid-19 pandemic. These daily values tell us how things have changed from yesterday, and give us the current totals, but they are difficult to...
Stanislav Shekshnia
Corporate boards across Europe are reacting to the coronavirus pandemic in three ways. For some, it’s business as usual. “Crisis is the business of the CEO; the board does not need to adjust its...
Naphtali Hoff
This is the final post in a series on productivity. Read parts one, two, three, and four.
Since rolling out my “four-step” productivity plan, I have seen the need to include an...
William A. Levinson
The phrase “flatten the curve” means to slow the transmission of the coronavirus (Covid-19) in order to spread the total number of cases out over a longer period of time. This will avoid overwhelming...
David Dubois
From AI-enabled chatbots to ads based on individuals’ search or social media activities, digital data offer novel ways to connect with customers. These connections can develop into intimate customer...
Knowledge at Wharton
When the Mosaic browser, with its consumer-friendly interface, was released to the world in 1993, most had no idea how radically this first foray into the internet era would transform our lives, both...
Mike Figliuolo
Projects go off the rails all the time. Some statistics I’ve seen say only one in eight projects can truly be declared a success. Why are we so horrible at executing projects, especially when we have...
Clinton Ballew
Telehealth services have become even more critical in caring for patients as the Covid-19 pandemic quickly evolves. To temporarily remove barriers to practice telehealth, the federal government and...
Eric Stoop
According to the National Safety Council, the rate of preventable workplace fatalities per 100,000 workers has flattened or risen slightly since 2009 after decades of steady improvement in...
Naphtali Hoff
The next and final step (No. 4) toward increased productivity is to aim to ensure that our new productivity process is sustainable and doesn’t quickly fizzle out. So often, we get excited about a new...
Howard Tiersky
Working from home (WFH) is quickly becoming the new normal. The Covid-19 pandemic kicked the WFH movement into high gear, and many experts believe it will continue long after the crisis has passed. (...
