Tony Mayo

OCTOBER 13, 2010

Top Executive Coaching with Tony Mayo About Tony Mayo Newsletter Sign-up Sections Client Comments For Executive Coaches For Executives For Fun For Salespeople Quotes and Aphorisms Recommended Books Technology Tips Videos & Podcasts Popular Posts Twitter Log IX About Tony Mayo Truth or Consequences?

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Strategy Driven

JANUARY 2, 2015

Many people used to do the same thing with the word ‘technology,’ using it far from its reasonable definitions. These expressions are trite and reflect a copy-cat way of talking and thinking: ‘Solutions’ is a tired 1990’s term, taken from technology hype. Expect to render good business all the time.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Harvard Business Review

JUNE 4, 2015

These have multiple causes including the shift of the economy to services and information-intensive activities, productivity growth, the appearance of new products and services, demographics, and continued offshoring that now includes services ranging from call centers to medical procedures. Technology to the rescue?

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

SEPTEMBER 3, 2018

In “The Employee Experience” study, we found that 73% of employees surveyed agree that the longer they use their technology devices, the more they desire a visual break such as taking a walk or looking through unobstructed windows to an outside view. The benefits of these elements is is well recognized.

Real Estate 13

Real Estate Call Center Hedge Survey 13

Harvard Business Review

AUGUST 31, 2018

To increase diversity at senior executive levels, more must be known about one group in particular: women of color in midlevel leadership, who successfully developed and progressed beyond individual contributor and first-line management. How did (or didn’t) managers play a role? They pursue management challenges.

Management 10

Management Tacit Knowledge Diversity Leadership Pipeline 10

Harvard Business Review

APRIL 22, 2015

To build new technologies your frontline employees will use and trust — tools that will actually improve the customer experience — you need to ask for their feedback at every stage of development. For example, at Verizon we recently developed and introduced two new technologies to our call centers.

Tools 8

Tools Call Center Technology Metrics 8

Harvard Business Review

OCTOBER 10, 2017

Precision made it easy for managers to oversee their employees. Every spot on every line was visible to managers. But Bernstein and his team observed that when managers were not watching, employees secretly developed and shared better ways of doing the work. They couldn’t adapt to improve their work.

Organization 10

Organization Tactics Call Center Metrics 10

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. For example, now with our call center experience, we are competing for the call centers for the U.S. Or a desire to invest in other newer parts of the business — the solar, the housing, the call centers, etc? and Caribbean.

Media 8

Media Company Call Center Real Estate 8

Harvard Business Review

JUNE 3, 2015

When we talk to managers about what their workers are lacking, we hear a common refrain: “We need employees who can think, not just follow orders.” The only way to thrive, or even survive, these managers conclude, is to find workers who can co-create value with customers and constantly improve operations.

Development 8

Development Call Center Operations Health Care 8

Harvard Business Review

JANUARY 28, 2015

Coordinating the infrastructure, technology, and messaging in a way that appears seamless and fluid to the customer is, to be blunt, a logistical nightmare. As Jo Coombs, Managing Director at OgilvyOne, London, observes, “I don’t think it can just be one or the other. But getting it right pays off.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

JUNE 13, 2018

One of the most recent automation technologies to emerge is robotic process automation , or RPA. It is frequently used to automate financial processes, such as comparing invoices with shipment notices, or transfering data from email and call center speech-to-text systems into transactional systems of record.

Process 10

Process Six Sigma Company Technology 10

Harvard Business Review

AUGUST 22, 2011

What has happened is that in the name of speed and efficiency, local managers and their employees have been equipped with web-based technologies, which is potentially a good thing: The right kind of system can empower workers to improve the customer experience and engage in a dialogue with the clientele.

Call Center 13

Call Center Offshoring Policies System 13

Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. While investment in AI is heating up, corporate adoption of AI technologies is still lagging.

Survey 9

Survey Execution First-mover Advantage Technology 9

Harvard Business Review

JUNE 2, 2015

But managers should think twice before making this leap: Instead of accepting the conventional wisdom, they should seriously consider following those companies that are taking a different path and moving down the value chain. make your own operations more efficient. create the opportunity to invent new operations.

Supply Chain 8

Supply Chain Contract Manufacturing Outsourcing Operations 8

Strategy Driven

MAY 26, 2021

But although AI is a real and genuine technology, the potential and tangible applications of modern AI advancements are far from what Hollywood movies and novels by authors such as Philip K. Thanks to movies such as The Matrix, Terminator, and well, AI: Artificial Intelligence, most people are aware of the concept of intelligent machines.

Tools 105

Tools Analysis Software Document 105

Harvard Business Review

DECEMBER 6, 2012

This is to say that you don't have to wait until the end of the decade for some breakthrough technology to emerge; it's already here, albeit in bits and pieces. will require aligned goals and supporting systems to manage work between partners. I'm collectively referring to these process improvement approaches as "Process Strategy 2.0".

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

APRIL 20, 2017

Leaders need a clear-eyed way to think about how these technologies will specifically affect their organizations. Start with the work, not the “job” or the technology. For example, RPA will seldom replace the entire “job” of a call center representative.

Supply Chain 9

Supply Chain Outsourcing Call Center Organization 9

Harvard Business Review

AUGUST 5, 2015

The Southeast Asia city’s rapid growth echoes the story of the so-called “unicorns” — technology start-ups that rapidly grew to a billion-dollar valuation and beyond. Technology start-ups are the Philippines’ latest customers, and more are flocking to the country’s beach-laden shores each year.

Outsourcing 8

Outsourcing Technology B2B GDP 8

Harvard Business Review

DECEMBER 27, 2017

Early results of an experiment at The Gap provide hope that there might be a remedy for one of the most controversial labor practices in retailing and other service industries, such as hospitality, health care, and call centers. But it requires the adoption of a whole new operating model. “I love it.

Retail 8

Retail Survey Operations Sharpe 8

Harvard Business Review

AUGUST 3, 2017

However, the firm knows that these labor-intensive channels limit the number of possible relationships and appeal primarily to older investors (according to a Deloitte study , the average wealth management client in the U.S. Insight Center. Sponsored by DXC Technology. across the industry is over 60).

System 8

System Short-term Industry Advice 8

Harvard Business Review

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. That work isn't somewhere else, it's anywhere.

Call Center 12

Call Center Offshoring Charisma Video 12

Harvard Business Review

FEBRUARY 9, 2011

We hear from business leaders who perceive that flexible work is a make-people-feel-good play that disrupts operations and drags down performance. Managers sometimes worry about people who work remotely watching TV or doing their laundry, rather than focusing on their job. But to reap these benefits, it takes more than technology.

Productivity 14

Productivity Products Real Estate Bottom-up 14

Harvard Business Review

MAY 5, 2016

Aggravated and depressed by the decline of their core memory business in the 1980s, Intel’s top management struggled for strategic clarity. Top managers in disrupted industries increasingly find this question less rhetorical than newly fundamental. Preemptive self-disruption is becoming a new normal for the serious leadership.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

NOVEMBER 23, 2010

In a downbeat tone the manager of a fast-growing healthcare provider rattled off a list of reasons that her company was turning into a numbers-driven organization: Industry regulations required it, Medicare reimbursement policies required it, and delivering specialized services required yet another form of quantitative analysis.

Entrepreneur 14

Entrepreneur Strategy Telecommunications Software 14

Harvard Business Review

OCTOBER 26, 2015

For a long time, technology gave big players a competitive advantage because no one else could afford to be big. If you were Walmart, no one else could afford the complicated technology required to track the demand logistics from shoppers in Peoria to production plants in China.

Competitive Advantage 8

Competitive Advantage Pharmaceuticals Industry Trends 8

Harvard Business Review

AUGUST 5, 2014

Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done. To hit P&L targets, for instance, the CMO at one technology company focused on shortening the sales cycle. That bottom line sensibility is crucial.

P&L 9

P&L Banking Marketing Call Center 9

Harvard Business Review

NOVEMBER 29, 2017

last month, destroying 4,658 homes, 94 commercial buildings, and displacing tens of thousands of people, Keysight Technologies was in the direct path of the disaster. In the end, we ended up managing three crises: employees, customers, and competitors. gece33/Getty Images. When fire swept through Santa Rosa, Calif.,

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

MARCH 11, 2015

McDonalds isn’t the first fast food chain to consider giving customers more control over their orders using technology (though there’s a fair amount of debate about whether customization is really the best way forward for the struggling company ). Some self-service technologies are able to buck this trend. No problem.

Banking 8

Banking Technology Norton Ryan 8

Harvard Business Review

MARCH 26, 2012

Where most managers are forced to spend their days figuring out the next best iteration on their products or services, a handful of companies have been able to exploit scale instead of vision in their pursuit of profit. In the past three decades, managers have embraced off-shoring, outsourcing, and open innovation.

Porter 12

Porter Competitive Advantage Safe Harbor Efficiency 12

Harvard Business Review

JULY 19, 2016

These include improving data-mining operations, helping with training, and making structured, repeatable tasks and processes far more efficient and less costly. The cost of simply expanding the call centers was prohibitive. Even in this new information age, not everything requires the razzle-dazzle of AI.

Company 8

Company Insurance Call Center Bottom-up 8

Harvard Business Review

OCTOBER 23, 2012

From the day he opened his first TV and appliance retail store in Richmond, Virginia, Sam understood that management means getting results through the efforts of other people. Sam loved McGregor's argument that there are two theories of personnel management. At the same time, technology has the potential to take us back to Theory X.

McGregor 8

McGregor Human Resources Retail Taylorism 8

Harvard Business Review

MAY 2, 2012

This new view and way of operating actually helps companies come closer to achieving the ideal of giving customers what they want, when, where and how they want it. The ability to make it easy for customers to alter products to better meet their needs is not confined to technology firms. Managers Don't Really Want to Innovate.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

DECEMBER 6, 2011

Fixated on that challenge, retail chains have invested heavily in sophisticated inventory management systems. This was despite the fact that, according to the inventory management system, only 2-3% of items ever ran out before being replenished. At best, they vary staffing levels based on sales forecasts.

Retail 15

Retail Merchandising Succession Taylorism 15

Harvard Business Review

AUGUST 15, 2016

The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Let people speak in their own words and capture emotional cues.

Survey 8

Survey Retail System Automotive 8

Harvard Business Review

JUNE 20, 2013

Messages back and forth are also private and can take many forms, including texts, instant messages, email, phone calls, or whatever. The camera''s table sits in a virtual cloud, running on an operating system called CloudOS , which is programmed with KRL , or Kinetic Rule Language. Customers Marketing Technology'

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

FEBRUARY 9, 2011

It may seem counterintuitive, but smart companies need to routinely rid themselves of less profitable customers, the same way an asset manager or rebalances an investment portfolio or a Major League Baseball general manager trades a declining player. We call these people Cost Center Consumers, and they come in two flavors.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

APRIL 7, 2016

According to the Society for Human Resource Management (SHRM), late 2015 was the most difficult hiring period in four years. ” Such innovative solutions have paid off: Fortune magazine recently named Highfive to its list of the 10 Best Small Workplaces in Technology. Generate and nurture your own talent channels.

Marketing 8

Marketing Strategy Hammer Media 8