Ian Gotts

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Happier Staff. Better Results.

Do the math. We all spend a significant percentage of our lives at work. And, based on this poster by Charles Schwab and the state of the Government’s finances, we are all going to be working even longer. So as leaders it is our role to make sure that the lives of our staff are valuable and...

Why Process Inefficiency is Expensive…

…Sounds obvious, but it is more expensive than you know Interestingly enough, the true cost of poor process is not in doing the process badly.  Clearly there is some cost there, but often it is the knock-on effect that the poor process has on other areas of the company, the downstream of the...

Customer Experience: Expectation & Execution

Process maps are a valuable way to identify waste and streamline operations. This is especially important as every organization has accelerated their digital transformation efforts. In the first few months when COVID-19 drove every customer online, they were happy with a patchy digital experience....

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