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Showing posts from May, 2015


Diagram of a matrix organisation (Photo credit: Wikipedia) With large projects having all the required resources to hand is sometimes a difficult job in itself. While systems and hardware are easily acquired, the skills and specializations that people can bring to bear need time to develop. You could “hire” for it, but to some extent, that is a losing proposition as someone coming into the company fresh, will often not have the necessary internal knowledge or skills required to get the job done. This is where Matrix Management comes into play. TAKE THE BLUE PILL Matrix management is something that has been around for quite a while and despite your initial thoughts, it really does not have anything to do with Keanu Reaves and a long standing war between humanity and the machines! Rather, Matrix management (with respect to Projects) is a way of utilizing resources that exist in other teams so that you are able to accomplish your objectives. These resources are on temporary “loan” and mu…


DMAIC There is a great quote somewhere that goes something like - "If you cannot measure it, you cannot manage it!" ... this is so true and especially so in the Customer Service and Operations area. There are great KPI's (Key Performance Indicators) and not so great ones. The key is choosing the right one for your business and you need to choose it from a CUSTOMER point of view. There is no use choosing your KPI from any other area as if you lose your customers, you lose your revenue and obviously you lose your business!! When defining a set of KPIs to control and measure performance, the most likely debate is probably around measuring KPIs. Another way to think about KPIs is that they are measurements designed to assess performance. DMAIC is an abbreviation of the five improvement steps: Define, Measure, Analyze, Improve and Control and while it is a key mantra in six-sigma improvements, it is not only used in this methodology. What KPI’s should I use? Your choice of K…