I keep coming across evidence that there are still serious misunderstandings about the potential scope and power of performance management initiatives.

Here’s an example: blogger Ann All recently posted this article titled “BPM + CRM = Improved (not Perfect) Customer Service.” In it, she advocates integrating a company’s customer relationship management (CRM) system with business process management (BPM) tools.

The article is a solid piece. However, when it comes to integration, why stop with just those two components? Why limit what information and solutions can be combined and integrated?

One reason for this myopia is because there’s still some confusion in the marketplace about the meaning of the term “performance management.” Just Google it and you’ll see what I mean. more

I always find the acceptance speeches at Hollywood’s Academy Awards to be inspirational. The ones I enjoy most are Oscar recipients who thank the teams that contributed to their receiving the award. Success comes much more from teams than from an individual’s performance.

My favorite acceptance speeches are from the recipients of the scientific and technical awards. These winners love pushing the envelope in fields like animation, special effects, costume design, and sound editing. They’re like NASA engineers enjoying the thrill of landing an astronaut on the moon or placing a telescope in orbit that can answer the questions that so many of us are interested in.

So how do film awards relate to implementing performance management projects? more

Are you as curious as I am about why these questions have not been solved?

• Why can’t traffic intersection stoplights be more variable based on street sensors that monitor the presence, location, and speed of approaching vehicles? Then you would not have to impatiently wait at a red light when there is no cross-traffic.

• Why can’t a call center route your inbound phone call to a more specialized call center representative based on your phone number and previous call topics or transactions? And, once connected, why can’t that call rep offer you rule-based deals or suggestions most likely to maximize your customer experience? Then you might get a quicker and better solution to your call. more

If Hollywood can make sequels to movies, why can’t I? This article is the sequel to my previously published “Can Accountants Grow the Beans, Too?” article.

Here is an edited excerpt to an e-mail to me from an accountant I have known for years. His name will remain anonymous for his own protection. more

January 1st, New Year’s Day, is a chance for proposing changes. The tradition is to make resolutions such as to lose weight or exercise more. Typically, they are personal ones made by individuals, but I have a new twist: resolutions for CEOs, heads of government agencies, and executive teams of all organizations.

I propose that these types of managers enlist in a yoga class. My reasoning is that they need to periodically detach themselves from the hustle and bustle of the flurry of daily distractions and have some solitude. I was inspired to adopt this idea by reading a lecture by William Deresiewicz that was delivered to the plebe class at the United States Military Academy at West Point in October 2009. more