Door Two: Automate – Turning Frustration into Focus
The second door. Automating the wrong process burns months and leaves your people more frustrated than before – how to pick what is actually worth it.
Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
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The second door. Automating the wrong process burns months and leaves your people more frustrated than before – how to pick what is actually worth it.
Everything we have published, newest first.
Enrollment advisors at an education provider needed a repeatable way to guide students through admissions – finding the best practices, and training to them.
Starbucks stars and airline status work on you every day. How to use the same pull on service quality: named behaviors, balanced metrics, real rewards.
Why the usual three options fail, and what a program office actually needs: change practitioners with Prosci credentials, data scientists, Six Sigma process people, and program managers who have run a center of excellence before.
The eight areas a Voyage service operations assessment covers, from workforce planning to telephony and unit cost, with three engagements it has run: 30M calls a year across six sites, a 4,000-FTE quality transformation, and a 400-agent sales effectiveness build.
Two ways to run organizational change management, on Prosci and the ADKAR model: stand up your own practice, or have Voyage manage change at the project level.
Six workstreams for a plant that needs throughput rather than a strategy deck: the system for managing, process design, talent, safety, analytics, and supply chain, handed to a center of excellence at the end.
