APQC Podcasts

Travis Ellinger from MS Companies shares insights on developing their own internal framework, emphasizing structure and data-driven approaches. Utilizing a framework provides a common starting point and language, aligning with business objectives. The framework establishes credibility and efficient approaches but change management remains a challenge across divisions. Ownership, improvements, and tips for creating an internal framework are discussed, highlighting the importance of a process-driven approach and strategic planning.

This podcast discusses the importance of training and engaging employees in change management. It emphasizes the need for clear communication, educating employees about change management, and utilizing communities of practice for sharing information and feedback. Furthermore, it highlights the role of change champions in engaging employees and building relationships with leaders during the change process.

This podcast discusses the importance of effective communication during change management. It emphasizes tailoring messages to different divisions, the role of middle managers in communication, and the need for repetition and involvement of key stakeholders. Additionally, it explores the significance of branding in change management and internal communication.

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.

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.

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.

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.

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.

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.

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