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APQC Podcasts

American Productivity & Quality Center

APQC Podcasts

  • 10 minutes 41 seconds
    Creating an Internal Framework with MS Companies

    In this episode, APQC’s Madison Lundquist (Principal Research Lead, Process & Performance Management) interviews Travis Ellinger (Vice President of Advisory Services, MS Companies) to discuss how MS Companies went about creating and using their own process framework for their field work with manufacturing clients and concludes with three tips for organizations interested in developing their own process framework.

    19 September 2023, 12:38 pm
  • 25 minutes 37 seconds
    Making Change Management Mindful (Part 4): How to Train and Engage Employees in the Change

    This podcast is Part 4 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 4 covers how to train and engage employees in the change.

    5 September 2023, 12:58 pm
  • 26 minutes 23 seconds
    Making Change Management Mindful (Part 3): How to Effectively Communicate Change

    This podcast is Part 3 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 3 covers how to effectively communicate change.

    22 August 2023, 12:20 pm
  • 20 minutes 29 seconds
    5 Essential Truths to Become a KM Powerhouse
    In this podcast, Brittnee Dixon, a research manager at APQC, and Cindy Hubert, the executive director of client services at APQC, discuss five key truths that can help you achieve success with your Knowledge Management program and transform it into a KM powerhouse.
    9 August 2023, 1:27 pm
  • 12 minutes 31 seconds
    Making Change Management Mindful (Part 2): How to Manage Change

    This podcast is Part 2 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 2 covers how to manage change.

    8 August 2023, 12:12 pm
  • 13 minutes 58 seconds
    Making Change Management Mindful (Part 1): Leading Change and Preventing Fatigue

    This podcast is Part 1 of a conversation between Madison Lundquist, principal research lead for process and performance management at APQC, and Lynda Braksiek, principal research lead for knowledge management at APQC, about how to drive effective change in organizations. Part 1 covers who guides organizations through change and how to prevent change saturation.

    25 July 2023, 2:54 pm
  • 14 minutes 12 seconds
    A Portrait of Successful DEI

    On this podcast, Megan McCulloch, research manager at APQC, and Elissa Tucker, principal research lead of human capital management at APQC, discuss what a utopian DEI program looks like and how to get your organization’s DEI needle to move to that portrait of success.

    8 June 2023, 2:09 pm
  • 14 minutes 22 seconds
    Can You Measure DEI?

    On this podcast, Megan McCulloch, research manager at APQC, and Elissa Tucker, principal research lead of human capital management at APQC, discuss if DEI can be measured, and, if yes, what are key things organizations should be measuring for an effective DEI program.

    1 June 2023, 2:20 pm
  • 12 minutes 33 seconds
    Trust and Transparency Are Key to DEI Commitment

    On this podcast, Megan McCulloch, research manager at APQC, and Elissa Tucker, principal research lead of human capital management at APQC, discuss the best ways to get every employee engaged with and committed to DEI, starting with how to build trust across the organization.

    25 May 2023, 12:53 pm
  • 13 minutes 26 seconds
    Optimizing Customer Service

    In this APQC podcast, Optimizing Customer Service, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging insights from recent research Optimizing Customer Service and Transforming the DNA of Your Customer Service Team , they will share: 

    1. Why customer service matters now 
    2. Opportunities for greater alignment between strategy and measures 
    3. The changing role of customer service representatives 
    4. The future for automation and visibility  
    26 October 2022, 3:38 pm
  • 15 minutes 48 seconds
    Understanding Productivity: Where Organizations Go Wrong with Employee Monitoring
    The past few years have seen major disruptions in the world of work, and one result is the growing gap between how managers and employees think about productivity. One result is the rise of productivity surveillance tools, which track how workers spend their time. This podcast explores common misconceptions about employee productivity, the potential downsides of surveillance software, and the impact on the workforce.
    17 October 2022, 8:35 pm
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