APQC Podcasts

Creating an Internal Framework with MS Companies

In this episode, APQC’s Madison Lundquist (Principal Research Lead, Process & Performance Management) interviews Travis Ellinger (Vice President of Advisory Services, MS Companies) to discuss how MS Companies went about creating and using their own process framework for their field work with manufacturing clients and concludes with three tips for organizations interested in developing their own process framework.

Making Change Management Mindful (Part 4): How to Train and Engage Employees in the Change

This podcast is Part 4 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 4 covers how to train and engage employees in the change.

Making Change Management Mindful (Part 3): How to Effectively Communicate Change

This podcast is Part 3 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 3 covers how to effectively communicate change.

5 Essential Truths to Become a KM Powerhouse

In this podcast, Brittnee Dixon, a research manager at APQC, and Cindy Hubert, the executive director of client services at APQC, discuss five key truths that can help you achieve success with your Knowledge Management program and transform it into a KM powerhouse.

Making Change Management Mindful (Part 2): How to Manage Change

This podcast is Part 2 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 2 covers how to manage change.

Making Change Management Mindful (Part 1): Leading Change and Preventing Fatigue

This podcast is Part 1 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 1 covers who guides organizations through change and how to prevent change saturation.

A Portrait of Successful DEI

On this podcast, Megan McCulloch, research manager at APQC, and Elissa Tucker, principal research lead of human capital management at APQC, discuss what a utopian DEI program looks like and how to get your organization’s DEI needle to move to that portrait of success.

Can You Measure DEI?

On this podcast, Megan McCulloch, research manager at APQC, and Elissa Tucker, principal research lead of human capital management at APQC, discuss if DEI can be measured, and, if yes, what are key things organizations should be measuring for an effective DEI program.

Trust and Transparency Are Key to DEI Commitment

On this podcast, Megan McCulloch, research manager at APQC, and Elissa Tucker, principal research lead of human capital management at APQC, discuss the best ways to get every employee engaged with and committed to DEI, starting with how to build trust across the organization.

Optimizing Customer Service

In this APQC podcast, Optimizing Customer Service, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging insights from recent research Optimizing Customer Service and Transforming the DNA of Your Customer Service Team , they will share: 

1. Why customer service matters now 
2. Opportunities for greater alignment between strategy and measures 
3. The changing role of customer service representatives 
4. The future for automation and visibility