MelissaLynne Burch

Recently, a group came together to discuss a very interesting topic: the engagement and motivation of employees.  The following questions guided the group through our conversation: What is the difference…

Struggling with employee engagement and motivation?  Take small steps toward autonomy, mastery, and purpose for yourself and others. The other day, I was talking with Sally Sapikoski at ACI Worldwide…

Strategic leadership in a self-managed organization:  what does it really look like? The KCS Book Club recently read a book called Beyond Empowerment: The Age of the Self-Managed Organization by…

Change is a constant now: new initiatives come, old ones go, processes are tweaked and the tools get updated.  Isabelle Suares has a very interesting challenge at Cisco.  Her role…

A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents…

Two minute video summary: Gamification.  What is it? Can we use it in our KCS implementations? A group of Consortium members gathered at Dell in Austin TX to discuss the…

In the spirit of total honesty, I have to tell you that until recently, every time ITIL came up in a conversation, invisible shields went over my ears and I…

KCS implementers have all experienced the ebb and flow of enthusiasm during the adoption of KCS.  Here’s a scenario that might sound familiar:  the KCS implementation kicked off with a…

LinkedIn is fabulous these days; lots of interesting discussions on relevant topics.  I recently participated in a discussion started by Jordi Torras at Inbenta titled “7 Tips to Assess the…

A Framework for Service Excellence April 30 – May 2, 2012 in Tucson, AZ Service Excellence Definition: Maximize customer realized value/success through the use of our products and services Easy…