Customer Channels & Operations Management
1 minute read
Nov 27, 2016
Written by: Doug Murphy
Have you ever experienced that moment of frustration when you realize a project nearing final implementation does not meet your expectations? Everyone started on the same page, but somewhere along the way, the project team deviated from what you were expecting. Consider inserting a checkpoint, called a “planning tollgate”, to explicitly review and approve the project team’s proposed solution prior to the beginning of project delivery. Here are a few reasons why a planning tollgate makes sense:
Taking the time to conduct a “planning tollgate” prior to the execution phase of a project is an investment of your time, as well as the project teams. However, making the investment at this stage is critical in avoiding those late-game surprises.
When I begin working with a new client or team, there’s one thing I listen for to give me an indication of how well the team delivers. The questions, or lack thereof, that the leader asks. To ensure consistent delivery, leaders need to be asking these critical questions on a regular basis:
Customer Channels & Operations Management 1 minute read
The Big Picture I went into a bank branch not too long ago. Only because I didn’t have another choice.
Customer Channels & Operations Management, Business Strategy, Change Management 5 minute read
While banks have been attempting to migrate customers to digital channels for more than a decade, the COVID-19 pandemic has been the biggest (and most effective) driver for this consumer behavioral shift. But as banks ready themselves for a post-pandemic future, a recent Credit Karma/Qualtrics survey finds that even among staunch pre-pandemic, in-person bank customers, many plan to continue banking digitally.
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