Technology

Really, this is Marriott’s idea of providing an excellent customer experience? Fail! Mergers aren't easy, but they don't have to inconvenience customers.  In full disclosure, I am more of a Starwood Preferred Guest (SPG) kinda guy for various reasons. Or at least I was. Or maybe...

New business initiatives, new technology, new processes and procedures, mergers and acquisitions, and leadership changes, all require new behaviors and new ways of doing things. This means transforming your business operations in some way. Most people don’t like change and transformation. As the Borg say,...

When it comes to patient care, there is no one size fits all approach. Change is a constant. Patients expect transparent, accessible, responsive, and affordable services.  Providing a great patient experience requires quality care and a patient-centered approach, all while balancing satisfaction scores and revenue cycle...

The word 'agile' has been a buzz word for some time now. Agile - by definition - is the ability to move quickly and easily. Agile from a project management perspective is typically used within technology projects; however, other types of projects are beginning to...

Cornelius Fichtner once said: "The P in 'PM' is as much about people management than it is project management." 70% of IT projects fail. Why? Failure to implement clear and efficient processes for execution and failure for planning for and managing change. Both of these things require...

Poor processes equals pissed off employees! Pissed off employees equals pissed off customers. We all have things that annoy us about our job. When you spend nearly 40% of your day (or more) in the office, you're likely to find a few things frustrating. An overwhelming 60...

You’ve likely had a few bad customer service experiences.  Irritating is sometimes the only way to describe them. But what you may not have considered is what lead to that  bad customer service experience. I just had a real life bad customer service experience that reminded...

Information Technology Isn’t a Miracle Solution! We’re in a manage process and people changes associated with implementation, all necessities for success when upgrading or implementing solutions - if you expect user adoption! Tolero Solutions released a whitepaper on the topic – Integrating People & Technology: Enabling your...