In Process

Government agencies are usually not the first place you think would be adopters of Lean Six Sigma practices. Yet those that do; that have seen how effective it can be as a management approach, use it with great effect and impact. The US VA is one such place, and in this episode, we'll hear from Jonathon Guyer, who shares his experience and insights in leveraging Lean Six Sigma to help those in need of a hand.

Let's be honest...when we think of great customer experiences, we generally don't think of the services we get from government agencies and departments. And yet, there is no better place to start with CX, to benefit the needs of your citizens. In this episode of In Process, Vince sits down to chat with Stephanie Thum, who has played a huge role in establishing the value of CX in government (NB. this feels like an understatement...listen to the surprise in my voice when Stephanie lays out some of the work she's done...which could be a whole other episode - VM). In this engaging discussion, Vince and Stephanie cover the pressing need to improve the experiences provided by public services, share some insights into their worst personal CX moments (sorry airlines!), and just generally have a lot of fun.

Quick, hands up, everyone who is working on a project or program related to transforming your organizations to be more "digital". Man, that's a lot of hands... Digital often feels like, at least as of this posting, an over used buzz word in that, we expect all our problems to be solved by digital...but underneath the sexy, digital layer, lies the layer of process, which is largely ignored. In this episode, we welcome back Michael Martino (www.michaelmartino.ca), Digital Consigliere, to talk about the relationship between digital and process.

Having a good strategy for engaging your employees could be the difference between success and failure in your business. But its not enough to simply strategize; you actually have to do something about it. In this, the first episode of the re-launched In Process, my guest, Robert Hanimyan of Empoww (www.empoww.com) shares his perspective on the value and importance of employee engagement, and how that relates to process improvement and growing your business.

When I first conceived the idea for this show, or what would become this show, it started with lunch. Pizza, to be specific. What better way to spend a lunch hour than with a couple of colleagues who, while they understand and appreciate the importance of business process, are not themselves "process people". We got into some pretty entertaining discussion, despite (or maybe because of) the high powered lunch crowd. Enjoy this, the first episode of In Process. And don't forget to subscribe to have all future episodes on your chosen device as they become available.

Welcome to the Process Innovation Experience...a lot of buzzwords, but trust me, if you're into (or even interested in) the world of business process improvement, this is definitely worth checking out.