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Integrated Practice
4 articles on Integrated Practice, newest first.
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Learning From the True Cost of Major Incidents
The cost of a major incident includes lost transactions, productivity, recovery, compensation, regulatory exposure, reputation and delayed strategic work.
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Designing Complementary Processes as a System
Processes create better outcomes when their triggers, information, authority and feedback loops are designed as a connected system.
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The First 90 Days of a Service Excellence Programme
The opening phase should establish purpose, sponsorship, evidence, relationships and a small number of credible actions rather than promise instant transformation.
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Building a Sustainable Service Excellence Roadmap
A sustainable roadmap sequences capability, process, data, technology and cultural change around value streams, dependencies and realistic change capacity.