10 Simple Planning Actions to Increase Your Consistency of Exceeding Customer Expectations

Many executives ask themselves: “I know the basics about critical processes and mission-critical systems but what can I do to really make a difference in our ability to consistently exceed our customer’s expectations?”  One way is to focus on increasing your business value and to sustain that value regardless of expected or unexpected circumstances. Below are 10 planning actions that you

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Operational Risk now OCC’s top concern

Operational risk has eclipsed credit risk as national banks’ chief safety and soundness challenge, Comptroller of Currency Thomas Curry told the Exchequer Club in Washington, D.C., last week. Operational risk – the risk of loss due to failures of people, processes, systems and external events – is “high and increasing,” Curry said.  He cited flawed risk models, lack of adequate

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A Day without Business Event

It might be an auto repair shop washed away by a flood. A dentist’s office scorched by a fire. A dry cleaner hit by a tornado. A pet store frozen by an ice storm and power outage. There are lots of sorts of businesses, and lots of kinds of disasters, but one thing remains the same: businesses disrupted by disaster permanently close their

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Business Value Balance

Given that you agree with the recent post on every business having the same four core values . . . let’s continue our discussion. Here’s a diagram for visualization: Business Value Balance.  Each operational value exists in a spectrum (generally from happiest to least happy).  Depending on the current score for each value on their respective spectrum, business is probably good.  Referring to

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