Episodes
Tuesday Sep 19, 2023
Creating an Internal Framework with MS Companies
Tuesday Sep 19, 2023
Tuesday Sep 19, 2023
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.
Tuesday Sep 05, 2023
Tuesday Sep 05, 2023
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.
Tuesday Aug 22, 2023
Making Change Management Mindful (Part 3): How to Effectively Communicate Change
Tuesday Aug 22, 2023
Tuesday Aug 22, 2023
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.
Wednesday Aug 09, 2023
5 Essential Truths to Become a KM Powerhouse
Wednesday Aug 09, 2023
Wednesday Aug 09, 2023
Tuesday Aug 08, 2023
Making Change Management Mindful (Part 2): How to Manage Change
Tuesday Aug 08, 2023
Tuesday Aug 08, 2023
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.
Tuesday Jul 25, 2023
Making Change Management Mindful (Part 1): Leading Change and Preventing Fatigue
Tuesday Jul 25, 2023
Tuesday Jul 25, 2023
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.
Thursday Jun 08, 2023
A Portrait of Successful DEI
Thursday Jun 08, 2023
Thursday Jun 08, 2023
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.
Thursday Jun 01, 2023
Can You Measure DEI?
Thursday Jun 01, 2023
Thursday Jun 01, 2023
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.
Thursday May 25, 2023
Trust and Transparency Are Key to DEI Commitment
Thursday May 25, 2023
Thursday May 25, 2023
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.
Wednesday Oct 26, 2022
Optimizing Customer Service
Wednesday Oct 26, 2022
Wednesday Oct 26, 2022
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:
- Why customer service matters now
- Opportunities for greater alignment between strategy and measures
- The changing role of customer service representatives
- The future for automation and visibility