CMC-Canada Blog

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Stand out from the crowd When I walked into an M&A conference room in New York, I understood I need to be confident to stand out in a man-dominated industry and race & gender inequality society.  Around 150 people attended this meeting but I only saw 10 women in this conference.  Among these 10 women, I only saw two Asian women. Luckily, I gained new knowledge, connected with some nice people and found business opportunities in this conference. In fact, it’s not every time I was in such a good situation. Some people treat you unfairly because race, gender or other reasons. I told myself instead of changing people’s mind, I need to be strong! ...
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“One way to keep momentum going is to have constantly greater goals.” Michael Korda I climbed 100 summits last year. Mountain type summits.  Some were big. Some were small. Some I climbed during a punishing winter backcountry ski mountaineering adventure, others on the way back from grabbing some groceries. Why? The 100th Anniversary of the Battle of Vimy Ridge was April 9th, 2017. My two grandfathers served in the Canadian Expeditionary Force during WW1 as infantrymen, and both were present on the Vimy Ridge battlefield ; a fact about which I am unashamedly proud. I therefore decided to reach 100 summits during the Vimy Centennial Year to recognize ...
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After many years and many billions of dollars of spending, the cybersecurity problem is getting worse, according to a May 22, 2017 Harvard Businss Review article : Cybersecurity is not just a technical problem. Economics, human psychology and many other disciplines play a part. Cyberspace rules are different than in the physical world. In the physical world there are borders, geographical areas where police, courts and governments have jurisdiction. In cyberspace, there are no borders. A threat can come from anyone, anywhere in the world, at any time. Legal and policy frameworks are lagging. What the role of governments vs private sector? ...
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In previous articles, I've described how customer journey mapping is a strategic imperative for organizations committed to designing and delivering better customer experiences. We learned that by detailing all aspects of the customers’ journeys, customer journey mapping tells the entire story of a customer’s experience. Furthermore, this process makes the steps of the customer experience visible for members of an organization so that they can easily understand things from their customers’ perspective, thus helping them to identify and prioritize specific initiatives.  This in turn helps to create compelling ways to design and deliver experiences for customers, ...
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Previously, I described customer journey mapping , and why it is a strategic imperative for organizations committed to designing and delivering better customer experiences. Beyond documenting the various customer actions, touchpoints, emotions, pain points, and opportunities that journey mapping reveals, it also helps ensure consistent delivery of an organization’s overall customer experience. One of the most important benefits of customer experience journey maps is that it brings the outside world into an organization. By detailing all aspects of the customers’ journeys, it tells the entire story of a customer’s experience, and makes it ...
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Middle managers by definition are sandwiched between upper management and the teams they’re leading. They’re constantly switching between the roles of leader and follower all day long. When they’re ill-equipped and neglected, they often struggle to manage up, across and down during times of widespread organizational change. However, when you engage your middle management team effectively, they can be the linchpin of success. Where organizational change efforts are successful, it’s largely because meticulous attention was paid to gain buy-in from middle management. What I’ll present here are some proven levers to earn groundswells of support from ...
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Organizations are increasingly reliant on information technology, such as big data or analytics – yet they’re not always satisfied with the results. So, how can companies better leverage IT for improved organizational performance? To explore this further, University of Ottawa’s Telfer School of Management partnered with CMC-Canada this year to generate insights on whether consultants are making the most of their IT investments. CMC-Canada members were asked to participate in an online survey to examine the relationship, if any, between IT competency and organizational performance. Survey Results Highlights While there are examples of ...
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In my previous two blog articles, I described the importance of the Understanding phase of Customer Experience . The Understanding phase is a three-step process that underpins the Customer Experience strategy for an organization. The first two elements of the Understanding phase: conducting research in the forms of surveys and in-person contextual research are essential for organizations to gain insight into their Customer Experience from the perspective of its three key stakeholder groups: customers, employees, and leaders. These research methods create a solid foundation for the final component of the Understanding phase: journey mapping. Journey ...
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Change resistance commonly refers to one of the recurring problems which business leaders face in relation to change. In fact, it’s typically cited as the biggest contributor to failure. In my view, what’s typically characterized as resistance is not always a bad thing. It’s an opportunity to deepen your relationship with your people; they're moments of clarity.   Organizational change is a continuum; it’s a process. Resistance is a normal, natural response to change, and is usually the first part of this process. When people initially resist change, it’s usually because they do not see the need to change the status quo. People will not change ...
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The CMC-ON-GTA Chapter recently hosted a session on advising corporate investors on governance in their investee companies. These investors are becoming more vocal and active in terms of the expectations of governance. The old model of “if you’re not happy with the company’s governance – sell” has been replaced by “if you’re not happy with the company’s governance – change it!” Below you can read some key highlights that I took from the discussion, which included Bryan Pilsworth (President, Foyston, Gordon & Payne Inc – one of Canada’s largest investment funds) and Catherine Jackson, formerly of Ontario Teachers’ Pension Plan and PGGM in the Netherlands ...
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What happens when you bring five experienced CMCs together to talk about how their practice is changing in these disruptive times?  Attendees to CMC-Ontario’s AGM on September 27, 2017 were treated to a panel on management consulting in a disruptive age. The chair of the evening, Lyn McDonell CMC, kicked off the topic by referencing a recent article in the Globe and Mail entitled “The Canada we want in 2030 must be debated today ” reporting a recent study revealing Canadian are uncertain regarding the impact of disruptive technologies on individuals, communities, business and governments and suggesting Corporate and public leadership must understand ...
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To date, I have assisted ten clients in obtaining their ISO 9001:2015, 14001:2015, AS9100D and IATF16949:2016 certification in the automotive, aerospace and manufacturing sectors. I am currently working with seven various registrars .  This article will outline the common areas where corrective actions have been issued from your Registrar during an audit.    Majority of the registrars have been forth coming and stated that they are learning the new standards along with all their clients and this is a great opportunity to discuss the interpretation of the changes.  Based on my experience, the auditor will need to be assured that you have fulfilled the new ...
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I love asking people how they got started in the field of work they are in and the story rarely disappoints. For my part, I'm often asked too (though typically by my Mom, asking "what is it that you do again?"), but was recently asked to "write it out" for another publication. I thought I'd share it here too: When I finished business school, I began to work as a junior associate with McKinsey out of their NYC office. My first real engagement was with a large, privately-held Quebec-based commercial construction firm, helping them to assess a new market opportunity. I was chosen to be on the consulting team as I was Canadian and "could speak French" ...
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As many of you may know, for the past several years we have been publishing extensively on the “Art & Science of Transformation ”   of organizations. Over 65 articles in 3rd party Journals Over 35 White Papers – fully referenced; each between 35 and 70 pages in length. on a broad range of functional topics such as: Information Technology, Human Resource Management, Risk Management, Lean and Operational Efficiency, Marketing and Sales, Outsourcing, Records Management, Procurement and Contract Management, and Program and Project Management – to name a few. Each of these is available on a complimentary basis through our website at ...
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In my last article , I explored the first phase of the Customer Experience framework, Understanding. Highlighting the importance of surveys, I shared the benefits of research to understand what an organization’s customers, leaders, and employees value, and of equal importance, how they expect the customer experience to be consistently executed.  The next step in the process of the comprehensive Understanding phase is to engage an organizations’ customers, leaders, and employees with 20 – 30 minute in-person contextual interviews. During these interviews, researchers watch and listen to interviewees to gain a deeper understanding of how they feel about ...
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The 5th International CMC Conference ( Bridging Minds: Knowledge / Experience / Technology: transfer, adaptation & application ) was held in Astana, Kazakhstan this month. This year is also the 30 th anniversary of CMC-Global (ICMCI) which held its Annual meeting of Delegates in advance of the Conference. The presentations from the conference can be downloaded here , and the annual meeting documentation  is now available. Here are some of the informal highlights from the sessions: Annual meeting of Delegates: Work is under way on providing toolkits to IMCs for the ISO 20700 standard. The CMC certification process qualifies ...
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Understanding how to evaluate an RFP in order to make a better decision about participating is the number one way to keep your sales costs down, and your win percentages and profit up. In order to make better “Go vs. No Go” decisions about RFPs, I suggest you consider using the following five decision-making filters: 1. Is not responding a realistic option? If NO then start responding If YES then proceed to FILTER 2 Things to Consider:  If you did not respond, would this compromise a long-term relationship or signal disinterest in a potential client in which you are interested? Do you even have the time and resources to ...
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In a recent article , we introduced the concept of a simple three-phase Customer Experience framework. The first phase is the Understanding Phase, where we help organizations develop the right strategy to serve their customers effectively and consistently. In this article, we will describe why research is integral to the Understanding Phase, beginning with the first component: surveys. Customer Experience is a strategic business discipline that requires a delicate balance between the science of discovery and the art of delivery. To ensure that customer experience initiatives are designed and executed consistently and effectively, an understanding ...
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Increasingly, client organizations that my firm works with are asking for support in building organizational agility. For these organizations, the ability to change quickly and succeed is a distinct competitive advantage. They know that slow and unstable very rarely win the race of the future. McKinsey defines agility as “the ability of an organization to renew itself, adapt, change quickly, and succeed in a rapidly changing, ambiguous, turbulent environment”. A high degree of agility helps organizations react successfully to the emergence of new competition, technology and shifting market conditions. Essentially, if your organization is not nimble, ...
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Are we really tax cheats? CMC-Canada recognizes that the concerns raised about the proposed tax changes apply to a good number of our members and felt moved to raise our voice.  We have joined the Coalition for Small Business Tax Fairness, a group of approximately thirty associations under the umbrella and through the efforts of the  Canadian Federation of Independent Business .  Collectively, we have submitted a letter to Finance Minister Bill Morneau urging the federal government to not move forward with their current proposals (read the french version here ).  As a preferred remedy, we suggest more interaction to develop more focused ...
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