7 Essentials Of Communicating A Plan

7 Essential To Communicating A Plan OpsVantage

1. Build your story: By the time you get around to presenting a plan, you will know the subject inside and out. The people you are sharing the plan with will likely have no context or understanding, so methodically build your story. Too many people jump around between the details, big picture, strategy, execution…It becomes a confusing mess. Tip: If you are delivering the plan as a presentation and need a slide with lots of bullet points, you might as well stop talking, everyone will read the slide and ignore you. Either give people time to read the bullets before speaking, or (sparingly) use animation to build the list and unfold … Read More

Getting Software Implementation Right – Sustaining

Software Implementation Sustaining OpsVantage

If you have had the fortitude to endure this series on software implementation, you are rewarded with a short final installment. In prior posts we covered preparing the implementation, selling the implementation, and doing the implementation work. This post covers how to move a customer out of the implementation process and into a healthy sustaining relationship with your company. Graduate If you have ever been on an implementation team you know that it is sometimes nearly impossible to get a customer to stop calling you when they need help. You did a great job making them feel comfortable, well supported and welcome as a new customer…Maybe too good of a job?? … Read More

Heroes Don’t Scale

Hero's Don't Scale OpsVantage

A clear view of your business as a system provides the foundation to scale without killing your people or systems in the process. This is delivered through proven methods of system thinking and the international standard of BPMN 2.0. A clear view of the people, process, and technology that make up the system emerges to provide the clarity to obtain and maintain operational excellence. People are your most valuable resource. Supporting your people with documented processes arms them with the confidence to consistently deliver, make the right decisions and measure performance. Clear process removes the stress and inefficiency of creating process on the fly and establishes a foundation for consistent … Read More

Optimize Your Product Investment

An informed organization has the power to take the right actions supporting strategy. Clear shared processes is a great way to build an informed organization. Have you ever seen a great product fail to live up to its potential because it drifted away from its true vision? Have you ever seen a good product fail in the marketplace when small adjustments could have made the difference? If the product development process is aligned with strategy, those responsible can move fast and get the product to market. Whatever the strategy, having a shared understanding of the process allows product development to move fast and meet strategic expectations. As a new product … Read More

Getting Software Implementation Right – Why It Matters

Many software packages don’t require implementation, you simply sign up with a credit card and go. That is a great model because there are usually no long sales cycles, the customer receives value immediately, and revenue recognition starts on month-one. Not all software works that way, especially when it comes to larger packages that are an industry-specific solution or something large like a financial system or ERP. When it comes to a system like that, there are a ton of things that can go wrong that will slow down the implementation, or in the worst situations, end up killing the sale after it’s been made. This blog series is about … Read More

Winterize your call center

OpsVantage - Winterize

Running a B2B call center in the winter can be tricky; customers rely on your software to run their operation and this means they expect the customer support phones to be answered regardless of how cold it is, or how much black ice is on the road between your house and the office. But on the other hand, you don’t want your reps risking their life to get into the office. What is the conscientious support manager to do? Winterize. Just like winterizing your car, there are steps you can take to make sure your call center is ready for winter, ready to serve customers, and ready to keep your reps safe … Read More