agile

111: Leading Data-Driven Improvements with Christine Yeager

Being amicable doesn’t mean you can’t get the job done. And Christine Yeager is living proof. She’s quickly moved up the ranks at one of the world’s most recognized brands and leads large-scale data projects across their supply chain. In this episode, she compares and contrasts two of those projects and reveals how developing technical acumen is only part of her success equation. The other part involves her HAP process. Listen in to learn more about it.

Special Guest: Christine Yeager, Director Annual and Long Range Planning – The Coca-Cola Company

Location:  Atlanta, GA  USA

Show Notes:

  • Kanban boards: learn more about what a kanban board is and how to use it to visualize your company’s workflows on this website by Kanbanize.
  • What’s the Difference? Agile vs Scrum vs Waterfall vs Kanban: an article by Smartsheet exploring the different types of project management frameworks and details about the Agile method for incremental software development and improvement.
  • 5 Fun Sprint Retrospective Ideas with Templates: an article by Katrina Morales describing different templates to implement the project retrospective concept Christine mentioned in her interview.
  • Updated Empathy Map Canvas: an article by Dave Gray, founder of XPLANE, where he explains what an empathy map is and how his company uses it. It includes a downloadable template that you can use in your company.
  • SessionLab: a dynamic, online portal that provides resources to design your workshop and collaborate with co-facilitators. Check out their techniques, activities, and resources for conducting empathy workshops.
  • SAP: an Enterprise Resource Planning (ERP) software that “…helps companies of all sizes across all industries run at their best: 77% of the world’s transaction revenue touches an SAP system.” With close to half a million customers in 180 countries, SAP is the market leader in enterprise application software.
  • Scrum Master Toolbox Podcast: a podcast hosted by Certified Scrum Master, Agile Coach and business consultant Vasco Duarte. Every weekday he “…interviews Scrum Masters and Agile Coaches from all over the world to get you actionable advice, new tips and tricks, improve your craft as a Scrum Master with daily doses of inspiring conversations with Scrum Masters from the all over the world.”
  • Happy Women Live Better: 13 Ways to Trigger Your Happiness Every Day: a book by Valorie Burton.
  • Mindset: The New Psychology of Success: a book by Carol S. Dweck, Ph.D.
  • Growth Mindset Institute: a professional organization that serves as a hub for consulting, assessments, training, and other resources centered around the growth mindset concept as introduced by Dr. Carol S. Dweck.
  • What is Emotional Intelligence?: learn more about EQ in this article by Psychology Today.

Watch Diana Wu David Explain Minimum Viable Product and the Art of Using Data to Determine Pricing as Seen and Heard Here on BusinessInfrastructure.TV: 

Related Episodes:

  • Episode 036: Executing Strategy with Project Management – Kim Farmer
  • Episode 042: Automating the Sales Process with Tim Bornholdt
  • Episode 066: Diana Wu David’s Pricing Process
  • Episode 070: Mariela Dabbah’s Building an Alliance Process
  • Episode 074: Love Hudson-Maggio’s Data Management Process
  • Episode 108: Improving I.T. Project Delivery with Joseph Garfield

 

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Editor: Olanrewaju Ade
  • Sponsor: rVidi

 

More About Guest, Christine Yeager:
Christine Yeager’s philosophy is to step out of her comfort zone – being uncomfortable can lead to growth potential. As a Texan, Leo, and an extrovert who lives life with a little flair, she believes people should never stop trying to learn new things.  Throughout her career, she has created opportunities to make connections that steer towards the most impactful work. She is an inspired leader rooted in embracing the differences each team member brings and discover-ing the value we can create together. Christine has spearheaded teams and empowered them to deliver capabilities. She’s also built processes, tools, and integrations that begin to unravel the web to trusted product information from brand names to nutrition information to dimensions and shelf space of the product.

Throughout her career, Christine has come to recognize the importance of a safe and welcoming work environment where her peers can bring their whole self to where she has worked, Coca-Cola North America, for the last 9 years. Beyond her work, she believes the cocktail is right for social enterprises to be the new successful businesses of the private sector. Luckily, Coca-Cola sees that as well and has many different avenues where it is getting involved in the objectives of social enterprise through its foundation and initiatives like 5by20, becoming water neutral, and a world without waste. Christine has an MBA from Emory University’s Goizueta School of Business and a B.S. from Clemson University.

    

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35+ countries.

 

More About Sponsor, rVidi:
rVidi is the easy app that lets you communicate via video soundbites in your own time in a public or private group setting. Learn more and download for free at rVidi.com.  Currently available for iOS; Android development coming soon!

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109: Boosting Customer Experience in Contact Centres with Marianne Rutz

Providing excellent customer support is just as important as the goods and services you offer. Effective communication is vital to creating a positive customer experience. Despite your team’s technical acumen, language nuances can erode that experience. This is further complicated when you have an international customer base. That’s where Marianne Rutz comes to the rescue. As Europe’s leading multi-lingual contact centre expert, she has a proven process to improve front-line and back-office operations leading to more profits and happier customers. Gain step-by-step insights into her formula.

Special Guest: Marianne Rutz, Founder & CEO – Rutz Consulting

Location:  Stirling, SCOTLAND

Show Notes:

Example Call Centre Flowchart:

 

Related Episodes:

  • Episode 047: Leading a Successful Merger & Acquisition with Karen Walker
  • Episode 094: Retooling Operations for Customer Success with David Ellin
  • Episode 105: Streamlining Podcast Production with Berthine Crevecoeur West

 

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Editor: Olanrewaju Ade
  • Sponsor: rVidi

 

More About Guest, Marianne Rutz:
Marianne Rutz is the owner and founder of Rutz Consulting, a firm which specialises in helping companies achieve Operational Excellence. With a Master’s Degree in travel and tourism, and over 20 years of experience in leading large operations in the multilingual contact centre world, Marianne’s passion to bring success into firms has shown impeccable results.

Marianne is a Swiss national married to an Englishman and currently lives in Scotland. Marianne travels all over the world within the multilingual contact centre environment implementing her signature LEAP Operational Delivery framework. With a strong passion for people, Marianne also delivers her weekly podcast, The Operational Excellence Show,  to expand her knowledge to her audience. In a world of ever-changing technology and environment, Marianne is keen to ensure businesses follow suit and deliver excellent service to their customers.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35+ countries.

 

More About Sponsor, rVidi:
rVidi is the easy app that lets you communicate via video soundbites in your own time in a public or private group setting. Learn more and download for free at rVidi.com.  Currently available for iOS; Android development coming soon!

Please share with your network:

108: Improving I.T. Project Delivery with Joseph Garfield

Joseph Garfield knows what it means to work his way up from the bottom. His entrée into technology started as an I.T. help desk operator. Over time, he advanced from being a “doer” to a strategist when he created his 3D Project Process. This framework not only consistently delivers I.T. projects on time and within budget, but it’s also even more streamlined than Agile and Scrum! Discover what makes it unique and how you can apply it to your technology projects.

Special Guest: Joseph Garfield, CEO – Phase 3

Location:  Atlanta, GA  USA

Show Notes:

Related Episodes:

  • Episode 030: Connecting Your Software for Maximum Productivity with Garrett Massey
  • Episode 036: Executing Strategy with Project Management – Kim Farmer
  • Episode 042: Automating the Sales Process with Tim Bornholdt

 

Like What You Heard? Please Leave a Review on Apple Podcasts

                                         

Subscribe for FREE Wherever You Listen to Podcasts, Including: 

    

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Credits_______________

  • Producer & Host: Alicia Butler Pierre
  • Editor: Olanrewaju Ade
  • Sponsor: rVidi

 

More About Guest, Joseph Garfield:
Joseph Garfield is the founder and CEO of Phase 3 IT, Inc, an IT Project Delivery firm specializing in helping businesses deliver their most complex infrastructure projects quickly and easily. He has leveraged his extensive background as an IT leader to develop the 3D Project Process and Project Runbooks for seamless project delivery that guarantees results every time. After 5 years of focusing on Healthcare IT, Joseph and his company are offering their unique services to the broader business world to add value and make a real difference in the world.

 

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35+ countries.

 

More About Sponsor, rVidi:
rVidi is the easy app that lets you communicate via video soundbites in your own time in a public or private group setting. Learn more and download for free at rVidi.com.  Currently available for iOS; Android development coming soon!

Please share with your network:

036: Executing Strategy with Project Management

Visionaries, whether executives or entrepreneurs, are great at developing and articulating strategy but may find difficulty in execution.  This is where Kim Farmer comes in.  As a certified project management professional with 30+ years in corporate business experience, she knows how to get stuff done!  In this episode, Kim graciously gives us an excellent primer on project management to help you take specific actions to achieve your company’s growth strategy.

No fluff, no B.S.  This is where the rubber meets the road and this episode is one of the most important to-date because it’s all about action!  Learn the 5 major questions to answer prior to beginning any project as well as the triple constraints you’ll have to balance throughout a project.  You’ll also find out how to identify, assemble and coordinate the people, processes and tools you’ll need to ensure your project’s success as Kim explains the Waterfall and Agile approaches to project management.  Be sure to check out the show notes below – they’re packed with great information to support you in planning and organizing your next project!

Special Guest: Kim Farmer, PMP – Solutions Delivery Manager at Crane Connectivity Solutions

Show Notes:

BONUS: 

Below is a project management diagram that Kim wanted to share with you.  It brilliantly illustrates the importance of clear communication to ensure all team members on a project understand the estimated scope, time and budget.

I also found a website, TemplateLab.com, where you can download different types of Gantt charts for FREE!  Gantt Charts are a useful tool to illustrate a project plan/schedule.  “It allows you to quickly see the status of any project and see how far along it is.  It also allows you to manage processes that depend on the completion of other processes. Mostly, Gantt Charts allow project managers to quickly give estimates about how long the project will take to complete.”

Here’s a video that explains how to create a simple, basic Gantt Chart in MS Excel:

And last, here’s a diagram that showcases the “triple constraints” that Kim referenced in her interview:

Related Episodes:

  • Episode 006: How Can I Implement Business Infrastructure in My Company?
  • Episode 008: The Lean Methodology: What It Is & How to Apply It to Your Small Business
  • Episode 021: Improving Quality in Healthcare Operations
  • Episode 034: Developing a Business Strategy for Sustainable Growth

 

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