American business author and management professor Michael Le Beauf famously said, “A satisfied customer is the best business strategy of all.” But how can a service organization truly anticipate what ...

So far in our discussion of the NPR redesign we covered our efforts on launch night as well as upgrades to the API. We now return to January / February of this year. The team started to formulate how ...

Toni owned a successful commercial insurance brokerage focusing on clients with 250-500 employees. She was the lead sales person for her firm, with a support staff to back her up. Recognizing that ...

Researchers have developed a new method that allows users to redesign process workflows by simply chatting with an AI. Dubbed "Conversational Process Model Redesign" (CPD), the technique combines ...

Mark Karasek, executive vice president of engineering and chief technology officer of The Chamberlain Group, teaches students the fundamentals of changing processes within organizations. When an ...

By one definition, the check sheet probably does constitute a process. It just isn’t the most useful definition. * Overall, I agree with you – everyone would be better off starting with a redesign of ...

Too often, thoughtless systems and processes sap our doctors and hurt our patients. But the cures can be worse than the diseases. Crowdsourced Healthcare: What Britain’s Doctors Ordered? "Design ...