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James Smith

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How to Measure Business Process Services Honestly

Our first monthly report was forty pages and told me almost nothing about whether the arrangement was working. Volumes processed, calls answered, tickets closed. All accurate, none of it answering the question. I run shared services. Measuring business process services well is mostly about choosing fewer numbers and picking ones that cannot be optimised at your expense. Activity measures...

2026-09-10 15:45:18

How a Software Development Company Earns a Second Project

We have hired seven development partners over nine years. Two of them we went back to. The other five did competent work that finished, invoiced, and ended. The difference was not skill. It was what happened around the code, and I can now spot it within about three weeks. The first project is a test both waysEveryone treats the first engagement as a delivery. It is really an audition, and...

2026-09-07 09:15:32

What Digital Transformation Services Change First

Our transformation programme worked. It worked because we stopped trying to do all of it. The version that succeeded looked nothing like the plan I approved two years earlier, and the difference was sequencing rather than ambition. I want to be specific about that, because most advice on digital transformation services stays at the level of vision. Vision was never our problem. Order was....

2026-09-03 05:55:53

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