Insight
Love Your Customer: Let’s Wrap It Up!
The world celebrated a little holiday called Valentine’s day last week. An excellent occasion to discuss what we’re most passionate about: our customers. Möbius and…
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CHOOSE SECTOR
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The Muda trap
When talking to people about lean (or continuous improvement, operational excellence…), it’s possible waste hunting (or the 7+1 wastes) comes up. But I’ve noticed that…
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Kwaliteitsprikkels in de zorg
In samenwerking met VOKA Healthcare organiseerde Möbius eind vorig jaar een kennissessie met als thema ‘kwaliteitsprikkels in de zorg’.
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4 building blocks to ensure great customer service
Whether you are starting your customer service from scratch or you have been managing a team for a while and want to ensure it is…
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How to bet on customer centricity as a pharmaceutical company
Just like in other industries, the patient is behaving increasingly more like a consumer. The traditional medical process has now taken on an extra dimension:…
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Foreign or alien?
Exotic customer journeys: from chatting with local wine growers in Argentina to the ultimate app in China.
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webinar
How to manage your sustainability program more effectively?
Barco set up a sustainability program that tackles diverse sustainability challenges and effectively delivers business value. Find out in our webinar recording how they do…
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whitepaper
Turn your data into money
Data monetization is a whole new ball game when it comes to managing data. It requires the strategic use of data, a unique blend of skills…
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A pragmatic approach for effective forecasting
Forecasting is not an easy process. It often combines statistical methods with organizational challenges. And the result is never certain.
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Operational Excellence: where are we and what’s next?
Operational Excellence has been continuously evolving over the past decades and it is still not running out of steam. But vying for attention of COOs…
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Assess customer performance on journey level
In a journey-centric approach, we recommend to collect customer and operational data on journey level. A commonly used metric to assess customer performance on journey…
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How AR can benefit your supply chain
Augmented Reality is booming. Leading companies have already implemented AR in their supply chain. This article aims to provide clarifying examples on how this up-and-coming…
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Is your organization ready for the new healthcare landscape?
Technology and data are getting more attention, while integration and cooperation are finally well framed. The healthcare sector is adapting and embracing most changes. But…
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It’s the experience, stupid!
A brand is the sum of all interactions a customers has with it. Instead of looking at your product or services separately, you should consider…
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Digital Supply Chain, more than a dream!
The CORE project has demonstrated that digital technologies can improve speed, reliability, cost and security of the global supply chain today. In this webinar recording,…
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whitepaper
Robotic surgery, a lever towards true value-based healthcare?
Some healthcare visionaries say the future is already here. So, it does make sense for hospital boards to take a step back and think of…
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whitepaper
‘Hi, my name is Whateverbot. How can I help you?’
You will be confronted with such a statement on more and more web pages and other software tools to help you with any question you…
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webinar
Get more value out of your assets by ‘Zero Loss Thinking’
Companies in asset intensive industries and sectors do not always realize how much more they could squeeze out of their precious fixed assets, like equipment, rolling…
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Insight
Inventory optimization, a never-ending journey?
After so many years of inventory improvement initiatives, how come that industrial supply chains are still searching for more optimal inventories? Can the optimum be…
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whitepaper
Time to examine the real value of blockchain!
Blockchain was thé hype of the second half of 2017. Bitcoin, just one of the many crypto-currencies, reached a peak of almost 17.000 euros in…
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Towards a driverless supply chain : the GPS paradox
The less a GPS is followed, the more it needs to recalculate. This is what I decided to call the GPS paradox. Next to decision…
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How to build a roadmap towards supply chain sustainability?
In our experience, a sustainable supply chain is one that can deliver a solid plan on reducing emissions throughout the supply chain, one that creates…
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whitepaper
7 ‘digital muda’ to assess customer interactions.
Your clients are changing. This is something to embrace. But before making a digital transformation process in your organization, it is important to understand what your…
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whitepaper
Value Chain concepts for the inexperienced professional
‘A value chain is a set of activities that an organization performs in order to create and deliver a valuable product or service to its…
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Insight
Robotic surgery.. the future!
An update with some major trends in robotic surgery for the coming years as well as several promising 'new kids on the block' that could…
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Robotics in the OR, one step closer to value-based healthcare?
Getting the basics right today will drastically improve the financial viability of current robotics programs – and help to build capabilities that will be a…
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Hoshin Kanri: Alice and the Cheshire Cat
The purpose of Hoshin Kanri is to translate your strategic challenges into tangible goals first, and then into initiatives, projects and actions at all levels…
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Progressive networks are the only option
Hospital networks and new primary care zones are ‘top of mind’ among care centres and care providers considering that they have far-reaching consequences for the…
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Improving patient care by measuring customer satisfaction
Pharmaceutical and MedTech companies are known to service a wide variety of customers. They provide medication to pharmacists, implants to surgeons, technology for testing to…
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Back to the core of healthcare with the ‘PEO’
In healthcare, things have changed quite a lot throughout the years. We could ask ourselves the question to what extent we are still equally concerned…
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Technology in clinical practice: think big, act small!
Why is there such a big gap between today's private and professional use of technology in clinical practice?…
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Success is your reward… if you concentrate on culture and behavior!
Why do many S&OP’s fail or are companies not satisfied with them? Why do most attempts to collaborate in logistics services fail? Why…
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For 2018? A crystal-clear purpose!
Yesterday evening, Sister Jeanne De Vos was on regional television. She was lauded by being made an honorary citizen of the Municipality of Kortenaken. It…
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Improving inventory performance starts with smart targets!
In our experience, inventory performance depends on three things: the right targets, efficient planning to steer operations towards them and reliable operations that adhere to…
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Insight
Designing the right experience.. fortunately not a walk in the park!
See the four step cycle below, you should remember to shape, deliver and enhance customer experiences! As explained by Denise Lee Yohn in her…
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NPS-score: a simple metric… but what’s next?
NPS or Net Promoter Score is a powerful metric that is used to gauge the loyalty of your clients to your organization. The Net Promotor Score is…
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The employee engagement gap
I would like to start this blog post with defining employee engagement. According to professor W. Kahn (Pr. Organizational behavior at Boston University) and his…
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Great employee experiences, just like customer experiences, don’t just happen by chance!
Today’s customers are changing but so are your employees. According to professor Nick Kemsley, co-director of the Henley Business School Centre for HR Excellence, we should…
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5 big things that make the difference in a human-centric service organization
Human-centric services means that the company is committed to providing you tailor-made services and solving your issue through understanding your business and what you need. This…
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Your customers are truly changing
Over the past years, customers became more connected, hence more and better informed. The more they are socially connected and informed, the lower their brand…
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Common mistakes in culture and HR
We enjoyed reading Brian Solis’ research on common mistakes in culture & HR. We believe these are spot on and like to share them with…
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Human interactions are key in our (post) digital age!
The digital era afflicts all sectors and still leads to a lot of insecurity and questions in today’s boardrooms. It’s our human nature to show…
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Introducing the Employee Effort Score (EES)
A while ago during a round table with Belgian leading customer experience experts, a colleague of mine dropped the following line: “Treat employees better than…
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Insight
Personalized healthcare… the challenge for those who dare!
Everyone can agree at this point: the patient must be the focus. However, this does come with some major challenges……
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VIDEO
Ideal behavior in enterprise excellence, a story on purpose and sustainability
We are confronted with one mega trend after the other: globalization, urbanization resource scarcity, climate change, …. Still, these challenges seem far away and ‘too…
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Insight
Key success factors of a well managed sustainability program
The success of managing a successful sustainability program is a mix of why you do it, how you do it and eventually what you do.
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Why your Customer Experience Manager should be your CEO or vice versa!
A customer manager from a service company recently asked me “How would you define Customer Experience and how would manage it?”. This question is twofold…
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whitepaper
Human capital, of capital importance!
The competences and motivations of each employee are important factors for the success of an organization. Organizations are only as good as the people who…
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Insight
Drive your organization
Three years ago, I discovered I had enough. After having worked as a consultant for years, contributing to the growth of our organizations, I could…
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Centralization, the leverage to obtain better quality
Hospitals have to manage with less financial means, want to or have to meet increasingly high-quality requirements and need new technologies as well as new…
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Towards a circular city: designing and planning urban ecosystems
More than half of the world's population lives in cities and is responsible for the consumption of 75% of the resources on earth and roughly…
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The Performance Economy by Walter Stahel
A complex phenomenon like circularity, with such deep root causes in our economy and behavior, can only be “storytold” with so much clarity and rigor…
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How to optimally organize the City Maintenance Department?
Local councils are constantly evolving to better focus their service provision on their clients. Both the front and back offices are initiating relocations to implement…
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VIDEO
To a ‘postdisposable’ future
The Disruptive Innovation Festival (thinkdif.co – November 6th – 24th 2017), addresses the environmental issues in a number of talks. A series of them is…
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VIDEO
Autonomous vehicles: dystopia or utopia?
The talk is based on research of the Royal College of Arts in London. Together with some students the researchers brainstormed some different types of…
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Insight
How do we embrace technology to fundamentally benefit from it?
What will be the impact on our current processes or organizational structures and how will it eventually increase value for the patient?…
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Boost your meeting: start at the beginning!
We always forget that these social skills, in addition to the positive long-term effect on the mutual trust, also positively influence the subsequent consultation. But…
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From a disposable to a circular economy
There are so many ways in which resources and products can be used more consciously. But it’s not only consumers who should take responsibility. Manufacturers…
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Social capital: of capital importance to your organization
The competencies and drives of each employee do constitute an important element in an organization’s success. Each organization is only as good as the people…
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Insight
Manage your outpatient clinic just like Kaiser Permanente!
If you want to optimize the occupation of your outpatient clinic and reduce the patient waiting times, then it is important to have insight into…
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VIDEO
A blue path to a sustainable economy
Blue thinking (based on the principles of the Blue Economy of Gunther Pauli) seeks out alternative forms of value creation where the profitability of the…
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webinar
The circular economy, a new path to a sustainable value chain
The last 10 years, Desso, a global flooring textile manufacturer, has been proving that more responsible products go hand in hand with growth in revenue,…
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webinar
Spare parts forecasting and inventory optimization
High investments and low rotations. That is how many finance executives describe spare parts. Good spare parts management requires a smart combination of forecasting and inventory management.
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webinar
How to predict the success rate of your operational excellence implementation?
If you would visit eleven companies that are at the start of a lean program, what would you see when you go back eight years…
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webinar
Back to the basics of maintenance
How to make your maintenance organization benefit from Industry 4.0. Is predictive maintenance the holy grail? How to go from the maintenance basics to reliable predictive maintenance?…
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webinar
The Lundbeck lean transformation
H. Lundbeck SA is an international pharmaceutical company highly committed to improving the quality of life for people suffering from central nervous system disorders. In…
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VIDEO
Why we are profoundly different.. our corporate story
Möbius supports organizations by designing and implementing the best business solutions at their strategic moments. Together with our customers we realize impact and bring strategy…
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VIDEO
Redesign of the front office at SPMT-ARISTA
Outsourced services for protection and prevention at work (SEPPT) SPMT and ARISTA have decided to merge their organizations to become a major player in Belgium. Accordingly,…
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VIDEO
Tailored project management at W&Z
Approximately one thousand of Europe’s estimated 41,000 kilometers of waterways are located in Flanders. This means Flanders has one of the most extensive and close-knit waterway…
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VIDEO
Optimizing Service Oriented Architecture (SOA) at CM
There's an ungoing wave of digitization in the service industry. An increasing amount of organizations wants to inform their customer on a real-time basis and provide…
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VIDEO
Distribution on own power at Gates
A review of the distribution model needed to enable Gates to serve its clients more quickly and to be able to react flexibly to changing…
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VIDEO
Lean as a new way of life at UZ Brussels
While the financing of hospitals is often under pressure, the UZ Brussels is confronted with the demand to work more efficiently. Hospitals are very labor-intensive environments…
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VIDEO
Fost Plus upcycled!
The concept and the existing client-server platform of Fost Plus no longer met the current needs of an ever-faster, evolving economy in which one no…
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Insight
Networking in the hospital sector
So far, the formation of the hospital networks has proved to be a difficult and delicate equilibrium exercise. We have already come a long way,…
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How did international experts experience the lean transformation in the healthcare sector? (lessons learned)
On March 14 and 15, the Lean Healthcare Transformation Summit took place in Dolce La Hulpe. The Summit is an initiative of Catalysis and CHU UCL Namur…
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Insight
Improve your length of stay by analytic insights !
The length of stay can give insights needed to grow patient volume, and allow for a more predictable staffing and efficient scheduling.
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VIDEO
Implementation of omnichannel strategy at Hubo
At the request of Hubo, Möbius recently conducted a strategic study to find out the best ways to lead the do-it-yourself chain into the omnichannel…
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VIDEO
Building a culture of continuous improvement at Eternit
The goal of Eternit is an ambitious growth in turnover by 2020. The ‘continuous improvement’ component should assure this growth, without the need for additional…
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webinar
Improve the efficiency of your inventories
Companies invest millions in inventories. But do they get maximum return on the investment? There are many reasons why they don’t. In this webinar, Luc…
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webinar
Start to sustain : make culture tangible and start improving tomorrow!
Only 10% of operational excellence implementations are successful. Previous webinars show that elements such as leadership, behavior and engagement are crucial in implementing operational excellence.
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Insight
Connecting the dots between customer satisfaction and employee engagement
We see businesses all around us putting a lot of effort in becoming customer centric. However, in all these transformation programs, one major key to…
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Insight
The link between NPS and eNPS
Engaged employees direct their energy towards the right tasks and outcomes, driving customer advocacy. But when it comes to engagement, other aspects matter even more.
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Insight
Winning experiences in the post digital age
Customer expectations are rising at an exponential rate. They are adopting new technologies and tools faster than ever, expecting a certain level of convenience and…
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Insight
10 inspiring Zappos human-centric customer support stories
When support is amazing, it has a value to the organization that is hard to quantify. Think of those companies that are consistently rated as…
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Growing muscles for the future of healthcare
The healthcare sector is incredibly diverse, with a wide spectrum of issues, challenges and opportunities. So, what exactly should we look out for?…
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Case Management, the new BPMN?
The process of mapping out the activities in an emergency room is a task I could very well be confronted with in my daily reality.
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Supply Chain Directors should look at inventory like an Eskimo!
The legend goes that Eskimo have up to 100 different words for snow. We do not need 100 different words for inventory. But how can we…
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Constructing an integrated EHR
An integrated EHR is essential to keep up the quality level of our work, to keep anticipating the expectations of both patients and care providers…
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Your mind controls your behavior
In my job I work on change projects every day, but eating this healthy food for only one month was obviously a step too dificult…
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Improved continuity by blockchain technology
Blockchain technology is ideal to obtain an indisputable record of transactions at a low cost. A private blockchain can also provide this functionality with improved…
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Recipe for a successful enterprise excellence implementation
Stop searching for the missing ingredient for Enterprise Excellence. The missing ingredient has already been found in studies by the Shingo Institute among others.
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Service excellence all the way, from front to back!
Many organizations have been investing a lot in customer experience during the past year to better serve today’s and tomorrow’s customers. Taking your customers as…
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Insight
Multichannel vs omnichannel
The term omnichannel is all around us. For Gino Van Ossel, Marketing Professor at Vlerick Business School, it is seen as the only way to…
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Balancing bricks and clicks
Omnichannel best practices succeed in offering one seamless experience for customers. In many cases, both digital and physical channels are in place to offer the…
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The Net Promoter Score (NPS) vs Customer Effort Score (CES)
It’s been 14 years since the Net Promotor Score appeared in a scientific article as 'The One Number You Need to Grow'. Nevertheless, the Customer Effort…
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Physical retail stores need a reboot. Here’s why.
Results from the Digital Transformation Institute at Capgemini highlight several factors that point to a mismatch between changing customer expectations and the current physical retail…
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Prepare for growth!
Seeing the potential to grow, but missing the opportunity due to too little preparation too late. That is the risk a lot of businesses are…
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Chemical supply chains transforming from push to pull
Supply Chain Management finally takes over from Manufacturing! Being in supply chain management positions in the chemical and pharmaceutical industry for over 15 years, I’ve…
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Insight
Focus on the citizen at the civil cabinet!
It is a fantastic initiative to focus on citizens at the civil cabinet ('Burgerkabinet'). But using extensive polls as a basis to determine the course…
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The Primary Care Conference: a super example of participation!
The reform of the sector covering primary healthcare and welfare is a highly participative project: six project teams have been involved, each with around 40…
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How to maximize your company’s value
Last weekend, during a dinner with long-term friends, the discussion shifted to work. The topic suddenly then narrowed to the value of organisations and what…
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Total ‘predictive’ maintenance: autonomy through technology
Predictive maintenance is one of the most obvious applications of big data and analytics in an industrial environment. The reason seems obvious. Manufacturing companies capture…
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Blockchain innovation and supply chain
Disruptive innovations, by definition, create new markets and value networks. Eventually they disrupt the existing markets and value networks, displacing established industry leaders and alliances.
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Have the ‘guts’ on Tuesdays!
As young starters, we were given an assignment on our first working day to write a report after three months on our first 100 days…
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5 key factors for an exceptional omnichannel customer experience
An exceptional customer experience is more than the sum of its parts: you need to orchestrate and architect every interaction, across all channels to create…
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Insight
Delete the inapplicable?
The umpteenth registration form for a recreational camp for one of my kids was recently shoved under my nose. Figuratively that is, because this camp…
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Municipal services in a midlife crisis, a call for more vision!
Middle-aged men and women will recognise it: your hair becomes greyer, you lack energy, you look at the younger generation and think “I just don't…
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Insight
See bridges where others see holes
It is suspected that over 90% of disruptive innovations are the result of serendipity, and not of predictability and justifiable research. …
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Insight
Behavior, the blind spot in Supply Chain Excellence
After more than 15 years working with companies to improve their supply chains, I couldn't help wondering how the newly learnt Shingo principles could help…
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Insight
Does big data have a big future?
Asking someone if they’ve heard of Big Data in 2016 is like asking someone whether they have a smartphone. The difference is that only a…
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Insight
Holacracy: power to the employees
Have you – while working in your current or former company – ever noticed an opportunity to improve the way work is organised? Or perhaps…
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Supply chain network optimization – not a one off exercise
If a suboptimal situation is known, why do companies wait for a strategic distribution network exercise to improve it? And more fundamental: does this mean…
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Insight
Focused working: design your ultimate cola vending machine
Sadly the TV advert has disappeared from our screens once again: the short Coca Cola film in which a cola vending machine comes to life.
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What a hospital can learn from a contact center…
To what extent does good management of the hospital’s capacity really vary from the good management of a contact center?…
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Insight
What The Flow (WTF)?
For a long time, I found flow to be a rather abstract principle. Now that I am training for a marathon and participate quite regularly…
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A customer centric digital travel journey
We digital consumers are more demanding when it comes to the purchasing process and it is not easy to respond to this change as a…
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How will the Brexit impact UK retail, aerospace, electronics and automotive supply chains?
It happened. On June 23rd the “Leave” camp won the referendum. I decided to take some time away from our management consultancy to reflect on how…
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Looking back on a succesful seminar
An exchange of relevant experience or a real discussion between experts, it is often lacking in our professional lives. And that is no different for…
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Relocation: a unique strategic opportunity
The objective of a relocation movement can never be to deliver an architectural masterpiece that is not functional for the employees and clients. This blog…
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What can we learn from Kaiser Permanente?
The integrated care model of Kaiser Permanente, an American consortium in the healthcare sector, is often cited as a leading example in the preparation for…
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When experts may no longer be experts
Our expertise and experience leads us to what we are now. That’s no different for the most of us. Can you imagine what would happen…
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When the cook spends more time in the boardroom..
An overload of cooking programs and a recent story of my colleague about an operational excellence exposition brought my imagination into a culinary highlight. Doesn't…
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Data analytics, the future!
It's amazing to think how many ideas for improvement can be inspired by a three-day course in programming data in R. Less stress for drivers,…
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SOS mailbox overload!
Being overloaded by info, stimulus, etc. It tires me out sometimes. And even though I made a resolution the night before not to look, I…
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How to transform in Industry 4.0 ?
During the closing seminar of the Tech Startup Day 2016 Alexander De Croo emphasised that we need to invest to become a forerunner in Europe…
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Digital transformation is not a technology issue..
Digital transformation is not a technology issue, but is primarily about reformulating your organizational model customized to the (digital) customer and the customer of tomorrow!…
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The fascinating world of the customer journey
According to a study we are exposed to 5000 pieces of promotional materials every day! In other words, it is not simple for a company to…
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KPIs are dead, long live KBIs!
It is all very well having nice tools; however, it is the behavior of the leaders and the employees that will determine the final results.
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Insight
The real business case for S&OP?
Of chess grandmasters it is said that they are able to plan up to 20 moves ahead in the game. That gives them a powerful…
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Monitor your OR performance!
Focus on identifying opportunities for improvement in terms of occupation.
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Internship at Möbius
The first contact with Möbius was pure coincidence: I went to the VEK company presentations with two listed Bel-20 companies on the programme and ……
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The nine lives of a consultant
Before leaving for home after a long day at work, I feel like sharing my day with you. So much has happened since I closed…
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The art of piloting is in the cockpit
Alphonse Chapanis proved that a poor cockpit design could cause piloting errors. Wouldn’t this also be the case in the business world, where a poorly…
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Why we are profoundly different..
Last week, I had the opportunity to introduce Möbius and myself to a potential client. After the business-card gavotte, I noticed a discerning glance at…
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Top-down and rumblings.
Over the past month the project that started as “Health@Möbius” was launched under a new name with matching logo: Möfit. With success! Not only for…
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Becoming 20% more efficient without investing 1 euro?
Everybody’s talking about the 7+1 types of waste. And, of course, everything can always be done better and faster…. and, of course, every organisation is…
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The living bridge: a success story or a wet suit
The annual adventure weekend with the colleagues – made up of equal parts party, games, BBQ, campfire and, of course – adventure – is now…
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Just employees ?
“Nathalie Vermassen, HR Manager, Möbius”… Every time someone pins a badge on my jacket (or rather sticks a label on it, as is the custom…
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Work simplification… As easy as it seems?
The Gemba Walk during the Colruyt Group visit showed that their approach is successful. Work simplification is an intricate part of the organization.
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Where the book ‘Reinventing Organizations’ ends..
Tuesday 18 August. 12 Möbius experts from a number of sectors and different fields of expertise gather at the Vlerick Campus in Ghent. The common…
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We are not Toyota!
Two weeks ago, while attending the European Shingo Summit in Cork, a similar title of a healthcare presentation caught my eye. It must be a…
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A worn-out office chair or the Grand Canyon, a consultant and coffee
How it all began… quite innocently in fact. It was a question of simple planning for me, the final straw for him. His eyes turned…
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The gift of the century: a coaching session!
I feel the urge to talk about coaching, a catch-all term that’s currently used to cover lots of different things, a buzzword that everyone seems…
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Working at Möbius: radically different.. each and every day
I began working as a Business Consultant at Möbius exactly six months ago. The perfect time for a look back, in other words……
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The rise of things
We cannot deny the existence of two of the technologies discussed in this post: companies must take into account the rise of “Big Data” and…
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Do you want to innovate? You can!
The biggest challenge is not the lack of ideas, but rather the fact that ideas do not make it to the desk of the right…
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The digital patient is social, virtual and self-reliant
For the first time in human history, we are being simultaneously inundated with various disruptive technologies. You read everywhere that the impact on the healthcare…
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A hidden danger named complexity
In the list of effective ways to destroy a well performing supply chain, increasing complexity might well be on the number one position. Highly underestimated,…
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I’ve got the blues!
A tin of tomatoes that has travelled the world is cheaper in the shop than one produced locally, round the corner. This statement is horribly…
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Möbius and LoQutus ‘hack the library’ of Ghent
Along with its digital partners, the city of Ghent organized this hackathon – completely in the spirit of the ‘smart cities’ evolution – in order…
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About focus, willpower … and Kaizen
You make progress by taking one step at a time, by achieving small successes repeatedly, by trying, failing and trying again until you succeed. You…
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Insight
Invest in your own social capital!
It is every passionate employee’s challenge to find a balance between the various facets of life. Between work and home, between family and leisure, between…
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People will still be talking about this a hundred years from now.
12 July 1998, with my family in a small village somewhere in France. It is 11 o’clock at night and I should have been in…
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Innovation in organizational structure is motivating!
Organizational structures often reflect the ethos and culture at a company. It’s no different in our company.
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Optimal measuring tools for service excellence
Gain insight in the satisfaction scores of your customers with mystery shopping and Hello Customer.
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Strategy in the shopping cart
“Don’t go to the supermarket when you’re hungry!” – this is a well-known, popular saying. I have no doubt it’s a good tip, but even…
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Key elements in Service Excellence
Over the last few years Operational Excellence has become all the rage. Process optimization, continuous improvement, lean,… these are now all concepts that are known…
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Insight
Lunch breaks reviewed through the lens of ‘efficiency’
Observations on Process Optimisation and its effect on Turnaround Time, Workload and Customer Satisfaction.
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2019 - Möbius Business Redesign