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Uwe H Kaufmann
Dr Uwe H Kaufmann is the founder of Centre for Organisational Effectiveness (COE Pte Ltd), a business advisory firm operating out of Singapore. As consultant and coach with many years of experience, his passion lies in supporting organisations to improve their effectiveness. Uwe is a German national and Permanent Resident of Singapore. He has four children and nine grandchildren … and counting.
"New

The New Normal – So How?

The Year of the Golden Rat has presented us with unusual challenges we have newer seen before. Again. The last Rat, the Earth Rat, had given us the financial crisis. This one has brought Covid.
So, what can possibly be good about this Rat? It forced us to create the New Normal!

"Survey

Do You Understand Your Survey Results?

Many companies spend considerable amounts of money on customer and employee surveys every year. The survey results are used to amend strategies, design new products and services, focus improvement activities, target staff development activities and … to celebrate success.

The question is: Can we always rely on what we see?

"Wilcox

Making Sense of the Wilcoxon Test

At MyInsurance, survey results have been collected in 2017, 2018 and 2019. The rating was done on a 10-point Likert ranging from 1 … very poor to 10 … outstanding. As always, the upper 3 points, i.e. 8, 9 and 10, are seen as customer is satisfied. All other ratings are undesirable. How did MyInsurance do over the years?

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Beware the Hawthorne

“We have great news for you. Our project is delivering results already.” The team is all smiles when they give this update during the project meeting. The carefully prepared graphs unveil a remarkably shorter time for the whole process, from customer request to delivery of results. “We have applied a hypothesis test and the result is significant with a p-value of flat zero!” They sound like they know what they are doing. When asked for the change in the process, they all give different answers. When asked what the root cause to have achieved this effect was, their smiles fade. “We actually only implemented some Quick Hits. They turned out to have a greater effect than we thought. Isn’t this a nice surprise?” They asked. Or, is it just a Hawthorne?

"Moment

Do You Know About Your Moment of Truth?

The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have often prepared over months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes.

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Continuously Innovating Highly Effective Processes

Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at home on a Sunday afternoon in April. It was not straight forward, I needed to make some amendments and additional inputs to what IRAS had already prepared for me. Yet, it was really easy to understand, very effortless to do and I have the strong feeling I did not make a mistake. Twelve minutes. Really.

"Kano

Make Use of Your Survey Data – Kano It

Nearly all medium-size and large companies spend hundreds of thousands or even millions on customer surveys every year. Customer survey results serve to amend strategies, design new products and services and focus improvement activities. Gathering customer survey data is only the first step. The second step involves making best use of the expensive data, analysing them, drawing business relevant conclusions and making important decisions. How are we doing in this step?

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Cultivating an Improvement and Innovation Mindset

Working with management teams of our clients often takes them away from their business for a few days. They frequently get in touch with their teams at home. Sometimes I involuntarily eavesdrop their part of the conversation. “How is it going? Is everything ok?” are common questions they ask their teams. When they get some kind of “yes” they seem satisfied.

"Lean

Don’t Automate, Obliterate!

Our business simulation is intended to show the business impact of improving and even redesigning a rather simple business process – the effect of Business Process Re-engineering (BPR). Basic yet powerful tools come to play. Process KPIs as well as customer satisfaction and customer KPIs are a gauge for the degree of improvement. We have been running this simulation nearly a hundred times with teams from different industries.

""/

Banking – A Productivity Gold Mine

When I joined General Electric Capital fifteen years ago, I asked them why they would hire an engineer with no prior banking knowledge. The answer was quite a pleasant surprise: “We have enough people who understand banking. Unfortunately, we do not have those with a process mind-set.”

To assume that banks have changed since then, might be baseless. For me, banking is the real productivity gold mine. Here is a snapshot of some of the questionable activities that banks have been engaging in recently.

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