Tag: operational excellence
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The Convenience Trap: Why Borrowed Solutions Build Fragile Companies
Author’s Note Every time I teach someone to automate a daily task — or pitch a simple tool that quietly saves an hour a week — the same question always comes up: “Why should we spend hours or days building something that only saves minutes or hours?” I see the same question through a different…
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The Cult of Metrics: Measurement vs. Meaning
In the early days of my career, I joined a workforce management team that was absolutely fixated on operational metrics. We had beautifully designed dashboards, daily “scorecards,” and meticulous trend lines for everything from employee occupancy rates to how many minutes each person spent in an offline state. We tracked schedule adherence down to the second,…
Abstract Foundations 