Tips to Evaluate Your Training Program

Last fall, I facilitated a session titled “Kill a Bad Option: Stopping a Learning Program” at the Masie Foundations Annual Conference: Learning 2017.  The session was a dialogue about establishing a framework and barriers to ‘executing’ such a framework. The crowd agreed overwhelmingly, that killing a bad training program is necessary and hard to do.  I was thrilled when the Association for Talent Development reached out to me to author a ‘quick tips’ article on the same topic. Here is a link to the article.

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Business Architects Close Implementation Gaps

The Challenge
Businesses today are swept up in widespread change and market disruption. Technology changes including the advent of social media are forcing companies to embrace an ever-increasing pace of change. Communicating with customers can occur any time, any place, and any medium. Organizations must create broad new visions to keep up with this fast-changing environment. System implementations or enhancements are often used in the midst of prevalent change to help bring these new visions to life.

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Achieve Business Outcomes through Operational Performance Thinking

“A goal without a plan is just a wish” -Antoine de Saint-Exupéry

Successful organizations know that a good plan is needed to achieve a goal. But how do you know whether your plan is good, or if it’s just a wish?  Operational Performance Thinking can help make sure those goals are more than wishes.  It is all about how the plan gets you to that goal. Be clear about what the change you are making will do:  Will it:

  • Provide a better member experience
  • Reduce costs through automation
  • Ensure compliance with regulations
  • Bring innovation to the marketplace

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Improving Member Experience Begins with an Engaged Contact Center

It seems that nearly every day, I read or see a story that ties back to the customer experience. You hear these stories everywhere:  airlines, restaurants, online retailers.  The story is almost always less than glowing when it involves an insurance company of any kind. But something interesting happens when the story is about healthcare. The story, so often has a common through line and conclusion.

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