Mary, Mary, Quite Contrary

Mary shares some tips on how organizing your priorities each day can save you time. The day before, start by planning and writing down your top priorities for the next day. Schedule time for each priority. Tip: Decide how long … Continue reading →

Mary answers the question of how customer satisfaction impacts your business. She stresses the benefits of having satisfied customers that will spread the word about your great service as opposed to looking for new customers. Here are five tips you … Continue reading →

Mary discusses how to map processes. Whether the processes are large or small tasks, the steps are the same. They include: Naming the process Identifying the start and stop points Identifying the output of the process Identifying the customers of … Continue reading →

Mary discusses the importance of analyzing business processes to meet customer requirements and needs. By putting yourself in your customer’s shoes, you will be able to understand what is expected and acceptable.

Mary shares a five step methodology that will help uncover the root causes of problems. They are: State the problem Collect data Observe problems Develop an issues template Identify the critical issues This podcast is also available as an article: … Continue reading →

Mary shares best practices for effective implementation plans. This includes: Business readiness Liaison roles Software or other equipment needed Training Communication Scheduling Resources Logistics Budget Change management This podcast is also available as an article: Best Practices for Effective Implementation … Continue reading →

Mary shares ways that organizations can identify priority areas for improvement. She discusses using a lean assessment methodology. The steps include: Conducting meetings to review expectations and deadlines Determining the project scope Conducting interviews with staff Developing benchmarking in numerous … Continue reading →

Mary shares how leaders can empower their staff so that they, too, can become highly productive. Empowered employees are more engaged, and more engaged employees tend to work harder, knowing that they are an important part of the big picture, … Continue reading →

Mary explains the meaning of “value-add.” The criteria are: The customer is willing to pay for it The process, object, or service has to be physically changed The process, object, or service is done right the first time In this … Continue reading →

Mary explains that the way to gain support for a records management program is to actively engage management and staff so that they can experience the benefits, not just hear the words. By appealing to emotions, you will be on … Continue reading →