Mary shares some tips on how organizing your priorities each day can save you time. The day before, start by planning and writing down your top priori...

Mary answers the question of how customer satisfaction impacts your business. She stresses the benefits of having satisfied customers that will spread...

Mary discusses how to map processes. Whether the processes are large or small tasks, the steps are the same. They include: Naming the process Identify...

Mary discusses the importance of analyzing business processes to meet customer requirements and needs. By putting yourself in your customer’s shoes, y...

Mary shares a five step methodology that will help uncover the root causes of problems. They are: State the problem Collect data Observe problems Deve...

Mary shares best practices for effective implementation plans. This includes: Business readiness Liaison roles Software or other equipment needed Trai...

Mary shares ways that organizations can identify priority areas for improvement. She discusses using a lean assessment methodology. The steps include:...

Mary shares how leaders can empower their staff so that they, too, can become highly productive. Empowered employees are more engaged, and more engage...

Mary explains the meaning of “value-add.” The criteria are: The customer is willing to pay for it The process, object, or service has to be physically...

Mary explains that the way to gain support for a records management program is to actively engage management and staff so that they can experience the...