Eric Johnson

Why Your Process Improvement Projects Fail – And What You Can Do To Help Them Succeed

Why They Fail

By Eric Johnson

When embarking on a process improvement journey, it is critical to first know the details of the root causes, your resources skills and constraints, and most importantly your culture's ability to thrive under the new changes. Read More...

Data – Are You Using It to Best Your Competitors?

Data Are You Using copy

By Eric Johnson

Data is only useful when it is used to change behaviors, processes and/or activities.
Read More...

The Disconnect Between You and Your Customers is Customer Care

The Disconnect

By Eric Johnson

The customer care agent is the lifeline between the organization and people it serves, and should be viewed as such Read More...

The Propulo Approach


customer_journey_mapping
By Eric Johnson

In the pursuit of an ever-elusive profit margin, organizational complexity tends to increase relative to the outputs of the business. Customers are demanding increased features of products and services yet competition places downward pressure on pricing. At this point, operational processes become a strategic advantage: how can you deliver your products and services at the level your customers want but at the ease and cost structure your company needs? Read More...