United Airlines last week suffered (yet another) technology malfunction that affected nearly a third of its flights for the day, and at least one report related a sordid tale within which lies at least one particularly important lesson: Your business process shouldn’t break just because your technology does.
I’m halfway through a week of meetings here in Hong Kong, and today I was struck by the fact that, different though the landscape is than what I’m used to back in Boston, there is much I find familiar. There are cars, trucks, and buses – but they drive on the left side of the […]
Returning from a crazy stretch of travel, I learned that the household washing machine was on the fritz. Too many hours of research and shopping later, we ordered an expensive but hopefully heavier-duty, longer-lasting appliance than its myriad predecessors. With delivery set for tomorrow, today is the day I must prepare my legacy unit for […]
Much of the consulting and training I do centers on the value independent analysis can provide to ensure business processes don’t only run well, but make sense in terms of the organization’s big picture. While I’ve never met anyone who has felt this is a bad idea, many nevertheless are resistant because of the up-front […]