Clarity
Clarity. Clarity of vision, thought, progress, and the goal. We are often so busy that we miss clarity. Clarity only comes when we are able to rise above the struggles of the day and see the bigger picture. Like many, I often get so caught up in accomplishing the tasks of the day that I […]
Blending of Frameworks
I have been thinking about something and wanted to share the idea and get feedback … With every organization becoming unique, and unlike the others, we will see fewer instances of “pure” frameworks like ITIL, Agile, DevOps, etc. Every organization will have a different blend of the frameworks. I see it similar to how different […]
Reimagining a Fable
Many of us grew up with the fable, the rabbit and the tortoise in some variety. It’s applicable in today’s world, too. If you are not making progress, and are standing still, you will be passed by those making progress, however small. The turtle approach is perfectly fine as small, incremental improvements allow for steady, […]
Only Way to Improve Experience
When we seek to measure employee or customer experience, we must do two things: 1. Understand the desired outcomes by ASKING2. Measuring the progress against the outcomes by ASKING You will never understand what people want without asking them. For clarity, this is not the same as a survey after the resolution of an Incident […]
Measuring Better
Everyone talks about measuring, and its importance. Few discuss how we can do better. The answer will be unique to each organization, but we can agree on two things: 1. Measures be tied to desired outcomes2. The traditional ways of measuring are not tied to desired outcomes Measures come in three varieties: a. Performanceb. Healthc. […]