How do you react when something goes wrong?

Posted by J. Nirdosh Reddy
On October 29, 2021
BPM Concepts

Read the riot act? Blame somebody? Punish somebody so that everybody gets the message about your displeasure? In management, we always have good intentions. So, intentions are not under question. What are the consequences of our actions and do our actions help or hurt competitiveness of the enterprise? What we did in the past may […]

Internal Versus External Customers

Posted by J. Nirdosh Reddy
On November 3, 2017
BPM Concepts

Before the emergence of the concepts of TQM and internal customers, enterprises had only one type of customer – external customers. They were outside the organization and paid for our products or services. Hierarchical structures decided who reported to whom. Managers managed their subordinates. They gave them objectives, and measured their output against those objectives. […]

You Must Look at the Core of Your Organization to Effect Real Change

Posted by J. Nirdosh Reddy
On June 30, 2017
BPM Concepts

High performance enterprises are characterized by teamwork, and are customer focused, process-centric and employee oriented in their management style. But we all know many organizations where employees spend much of their time working individually, fighting fires to meet short-term deadlines, or pointing fingers when things go wrong. In these situations, it is common to see […]

Developing and executing annual and strategic business plans

Posted by J. Nirdosh Reddy
On April 29, 2017
BPM Concepts

There is a nice ring to the phrase ‘Strategic Business Plan’ – all three of those words are exciting. They connote thoughtful decision-making and paint a bright picture of a future of possibilities. Similarly, Annual Business Plan or Annual Operating Plan projects what the organization is intending to achieve in the coming year. The projection […]

Always Look at Things from a Customer’s Point of View

Posted by J. Nirdosh Reddy
On April 16, 2017
BPM Concepts

Don’t we always look at things from a customer’s point of view? The sad truth is that we don’t, but we need to. We live in a world which is essentially a buyer’s market where customers reign supreme. One dissatisfied customer tells ten other potential customers causing you to lose market share; one delighted customer […]

What is the point of an org chart, and do I need one?

Posted by J. Nirdosh Reddy
On March 30, 2017
BPM Concepts

When you ask the CEO of an enterprise how their business unit is organized, what you are given, in most cases, is an organization chart (org chart), as shown below. It shows the structure of the enterprise – how people are divided into different functions, departments and sections. It communicates the chain of command. It […]

W. Edwards Deming’s 14 Points Revisited

Posted by J. Nirdosh Reddy
On March 25, 2017
BPM Concepts

Why should we revisit Deming’s ideas? Because his teachings are needed as much now as in the 1980s, when the US rediscovered its own son who had been revolutionizing management practices worldwide, especially in Japan. The recession of 1980 was brutal (not as bad as the 2008 Great Recession, but fairly close). The US automobile […]