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Sep 26, 2018

Peter Cszuczka joins us to share: "We have very interesting discussions where the common points are that we have to measure the voice of our customer. If they are internal, it's still as important or even more important than with external ones. Listen to their feedback and go above and beyond to the level of service."


Sep 25, 2018

Katie Mochonochie on single processes and their relation to the big picture: "Lots of people say, 'Well, how are you going to measure success?' And in the end, it is a bit of a cliché, but it is about the business results. But, there are some key concepts, of which many are relevant in the world of process excellence....


Sep 24, 2018

Sharath Gopinath on measuring user experience and how to optimize it: "The more precise and focused you are on measuring your benefits rather than just crunching numbers and having multiple KPIs, you’re going to lose people’s attention. They will get confused; they don’t know what they’re trying to follow. So, you...


Sep 21, 2018

Siemens, Tobias Unger on Confidence Bias: "Well, on a proof of concept basis, we have done a lot with, chatbots that can help you get information out of information at Siemens. So, basically, simple use cases, like, "Okay, where is my invoice?" The question, "Where is my invoice?", for a company like Siemens, implies...


Sep 18, 2018

Howard Blackith lays out the transformation process in improving patient care. "You have to build levers to make change. And if you're talking about change across the health system, you're talking about change across a very large number of elements with a lot of stakeholders. It's about ultimately liberating an awful...