Across every industry, leaders are talking about supply chain transformation but too many are stuck in the same cycle: planning in isolation, executing without visibility, and auditing far too late to recover the margin. This is the silent cost center that’s been eating away at EBITDA for decades. And the root cause isn’t strategy, talent, or technology availability, it’s data paralysis. Why organizations get stuck (and why
1. What is the OODA loop? The OODA loop stands for Observe, Orient, Decide, and Act. It is a cyclical process that helps you gather information, analyze it, choose a course of action, and execute it, while constantly updating your feedback and adjusting your strategy. The OODA loop is not a rigid or linear formula,
When a power outage hits, a gas leak is reported, or a burst water main disrupts service, your field technicians are the ones who respond and get things back to normal. Yet even the most skilled technicians can only do so much when they must navigate disconnected systems and fragmented data alongside complex work in the field. From outage response and planned maintenance to leak detection, line patrols,
If you start with the right approach and the right technology, it’s easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. What is Omnichannel ITSM? Omnichannel ITSM means providing IT customers with a range of ways to interact with the service desk—options which let them choose the channel of
1 Factor: Purpose 2 Factor: Relationship 3 Factor: Context 4 Factor: Mode 5 Factor: Outcome 6 Factor: Feedback 1 Factor: Purpose Before you give feedback, you should be clear about what you want to achieve with it. Do you want to praise someone for their performance, correct a mistake, suggest an improvement, or challenge them
We all know the importance of ITSM in enhancing service delivery and experience for both your internal and external customers. To this end, technology plays a crucial role in ensuring organizations can successfully implement their ITSM strategies. For years, enterprises have relied on legacy ITSM systems to carry this out. What is Legacy ITSM? A legacy ITSM
Rolling out service management best practices and tools across multiple internal support functions is a big task. Each service domain has its own objectives, people, culture, service portfolio and maturity – so IT needs to be able to handle a variety of business contexts. But where do we start? How do we structure an ESM
1. The purpose of a gemba walk A gemba walk is not a casual stroll or a random inspection. It is a structured and respectful way of learning from the frontline workers and the actual work environment. The purpose of a gemba walk is to understand the current state of the process, the challenges and
Transport volatility, capacity uncertainty, and rising customer expectations continue to reshape global logistics. Yet despite years of investment, many organisations still operate with disconnected planning tools, late‑stage invoice audits, and data that executives acknowledge they cannot fully trust. The challenge isn’t a lack of systems; it’s the inability to turn logistics data into decisions with confidence. This gap is now becoming not only an operational liability,
I am a creature of the retail world, having spent my young and early professional life in it, both directly as an hourly employee, and then indirectly in advisement to some large retail brands. Because of that, it’s something that I write about frequently. Most of the discussions that I’ve had have been about the actual retail go-to-market strategy
