The Toughest of Tests: What Businesses Can Learn from Olympians

To really excel and beat the competition, it requires more than a spark of inspiration and talent. It requires focused effort. The sporting world has shown that, and we’ve all been reminded of it hearing the personal stories of the medalists in the recent Olympic games.

Better practice = better performance

Coaching and training techniques have been refined and improved, which is part of the reason we’ve seen World and Olympic records shattered. And while advanced and novel training techniques are not limited to sports, they do have one common theme: they all make the activity more difficult than it is really is. Let me give you a couple of examples:

Football: one of the reasons that Brazilian footballers are so good, is not just natural talent or the poor economic conditions, but they all play futsalIt is played with a smaller, heavier ball and a smaller pitch. The maths tells the story. Futsal players touch the ball far more often than soccer players – six times more often per minute. The smaller, heavier ball demands and rewards more precise ball control. “No time plus no space equals better skills.”

Table tennis: multi-ball coaching techniques brought in by the Chinese. Simply put, multi-ball is the training technique that has coach use a number of balls to set up a training drill for the practicing player. Most players think of multi-ball almost as a torture technique, where the trainee is reduced to a small puddle of sweat as the feeder keeps him constantly moving all over the table chasing the ball and gasping for breath. And while using multi-ball to build fitness is one aspect of the technique, there are several other benefits: technique, footwork, decision making and psychological strength.

Better business practice

In business we do not “practice.” Every day we go to work we are “in the game,” rarely with a coach, a game plan or any time to reflect on our performance.

But business is not a zero-sum game. In sports, to win, your opponent needs to lose. In business, that is not the case. If an individual can raise their game, it can be replicated by other team members. The collective performance gains can be huge. So why are proven techniques from sports not used in business?

As one business expert put it, “Very few businesses have put the principles of ‘purposeful practice’ into the workplace. Sure, the hours may be long in some jobs, but the tasks are often repetitive and boring and fail to push employees to their creative limits beyond. There is little coaching and objective feedback is virtually non-existent, often compromising little more than a half-hearted annual review.” [Read more...]

Localiza Rent A Car Speeds Up with IT Modernization and Visual Analytics

There are so many places in the world to visit and explore – what better way to explore them all with the freedom of a rental car? Localiza, which provides car rental services, is one of the top businesses in the transportation sector of major Latin American countries. As Localiza grew aggressively, it had to ensure that existing operations did not suffer. To provide customers the same experience everywhere, Localiza emphasized a high standard of maintenance across all locations. IT modernization enabled Localiza to automate many of its manual processes and promote adherence to customer experience quality standards across all locations, including the location maintenance process.

Enabled by TIBCO, Localiza’s Location Maintenance Process is an automated system operating in a uniquely manageable and measurable way. In an instant, maintenance work from any location is assigned to Localiza headquarters for budget review, approval, scheduling and contracting. New efficiencies eliminate executional lag time. Lighting is repaired instantly, walls are painted promptly, and clean-up crews arrive before customers see the mess. [Read more...]

BPM – The Movie. Could Be a Blockbuster!

Stage plays entertained kings and queens throughout the ages – and anyone else wealthy enough. Think about the film “Shakespeare in Love.” Playwrights were impoverished artists who did it for the love and recognition. They were the ultimate story tellers.

Then came the film, with the first-ever public screening of a film in 1895. The early films were no more than capturing  a stage play onto celluloid, originally with subtitles. Roll the clock forward to 1927 and film The Jazz Singer. Suddenly, movies became very different from a stage play. They were set in real locations, with multiple cameras taking different perspectives. The cleverness of the words, the emotion of the storyline and the imagery were replaced with so-so dialogue and fantastic sets. Jump forward to today and a film is interactive. Don’t like the ending? Choose another. Take a look behind the scenes. See how it was made and what the director decided was suitable only for the cutting room floor.

Books (and magazines) are going through their own evolution. The first major breakthrough was the printing press, coupled with increasing literacy. eBooks are now making their way into the 21st century. Currently, most eBooks are simple electronic copies of paper books with a little reformatting to make them readable on the wide range of eBook readers. [Read more...]

Dealing with Imperfect Data? 5 Things to Consider

When customers are looking for ways of dealing with imperfect (substitute your own expletive here) data, there are five major factors that should be considered. You will find many competing claims about approaches and algorithms, but at the end of the day, my (completely unbiased) view about evaluation criteria is:

1. First and foremost, it’s all about accuracy – here we could talk about specificity and sensitivity analysis and other statistical mumbo-jumbo, but for simplicity, let’s just focus on accuracy – that is measuring how close the system can come to reaching the same conclusions as a domain expert when faced with the same data.

2. It’s about scalability – dealing with big data. How easily can the system you select deal with increasingly large volumes of data and workloads?

3. To any organization doing business in and across country or cultural boundaries, being able to deal with any type of data in any language should be a key criteria. Systems are global and need to deal with data about many different types of entities – not just customers and product data  – and do so in a way that is independent of language.

4. Data comes from so many different systems and sources that being able to easily configure requests to deal with whatever comes along is a must-have. So make sure you review the options provided to fine tune requests which can easily achieve the desired results.

5. Finally, of course, is seeing how easily the system can be integrated with existing and future applications, processes and tools that run your business. This involves looking at two main areas: What native language support is provided? How is that integration achieved? Then, make sure it will work effectively with your ESB, SOA, BPM andCEP products.

Technology is at the Heart of Keeping Patients Safe

 

Health Insurance Exchanges (HIX) were supposed to be a cornerstone of the Patient Protection and Affordable Healthcare Act of 2010, providing a way for individuals and groups to shop around and get affordable healthcare. Federal law mandates every state has to have a fully operational HIX in less than two years time. The act is designed to reduce overall spending on healthcare and raise taxation in a variety of ways by more than $400 billion over the first 10 years. To date, the federal government has awarded over $220 million to help the first 13 states design, build, and go live with their HIX, and over $600 million altogether.

So far so good, it seems. Reduce costs by introducing competition and provide more affordable healthcare for all—sounds great, right? Here’s the rub: Chaos abounds—as reported in the New York Times. States are taking a wait-and-see attitude for the results of the Supreme Court decision due over the summer and also for the results of the November 2011 general elections. On January 1, 2013, Obama will decide which states are advanced enough to run their own HIX, and which will be run by the federal government. Some states have backtracked. According to the New York Times article dated February 27:

“Wisconsin began planning an exchange last year under an executive order issued by Gov. Scott Walker, a Republican. But he repealed his own order last month and told state officials to stop work on the exchange.” [Read more...]

Patient Safety: Going Well Beyond a Checklist

Patient Safety WeekWith National Patient Safety Awareness Week coming to a close, we thought we would give some attention to this important topic.

In following this week’s articles, blog posts and tweets, much of the discussion about patient safety has centered on the treatment a patient receives during a procedure or hospital stay, so we asked Dr. Gary Ferguson, one of TIBCO’s Chief Healthcare Strategists, for his perspective. In his words he feels strongly that: “Many of these approaches are treating the symptoms, and not the cause.”

This is a good point. Take for example the case of hospital readmissions.  It’s well known that CMS will begin penalizing hospitals if their readmission rate exceeds standards.

So what should caregivers be focused on in order to achieve patient safety, and how does technology fit into the overall goals? [Read more...]

Are “Zero Accidents” the Only Goal in Healthcare Today?

During National Patient Safety Awareness Week, I am reminded of a bumper sticker I once read on a passing truck; “Our Goal is Zero Accidents”.

Really? On time delivery, no damaged goods, customer satisfaction, SLAs, and all you could come up with was zero accidents? Setting the bar a little low, wouldn’t you say? [Read more...]

BPM and Healthcare — Why Has It Taken So Long?

 

Healthcare is going through an unprecedented change. Some of the change is forced by external regulatory mandates and some by rising costs and a sense that if we don’t do something soon, out-of-c0ntrol costs will force even more change from the outside. It would be easy to call this a crisis moment, though crisis implies impending collapse. Rather than collapse, the more likely outcome without any detour off the current path is greater impact to the people who pay the heavy costs for the system as it is.

[Read more...]

People, Process, and Technology (and “Technology” is Optional)

It’s ironic that as a software industry professional, I rarely reach first for a technological solution when confronted with a business problem. A slightly heretical approach, but after all these years of seeing the intersection of “same ol” and “shiny, new vendor-provided solution” yielding unsuccessful results, I’m entitled to a less-than-enthusiastic perspective.

Don’t mistake my dubious view of the technology as a slight on its usefulness within the enterprise. As Amazon.com, FedEx, Macy’s, and most modern companies will attest, their businesses couldn’t possibly run without technology. It’s not that I won’t recommend or use technology extensively, but it’s not the first tool I grab when trying to implement a fix. [Read more...]

TUCON2011: AllState – yes insurance is event-driven!

Doug Safford from AllState Insurance gave a fascinating overview of a large Insurance IT department’s migration from a high-overhead ($1B pa budget!) mainframe shop to an architecture-driven organisation. This primarily revolved around the introduction of a standard ESB – a business event bus in this case, with a standard middleware solution (TIBCO EMS) with a standard framework (to handle the governance needs of tracking, logging, etc). It also involved much simplification of the IT processes: going from 10 to 2 data centers, for example, and from 15,000 (!!) to just 4 (!!!) AS400-class servers.

Doug mentioned that the enablers for their Business Process Management were frameworks, services, events and rules. Of these:

  • Services are carefully managed: they have deployed 4,000+ TIBCO BusinessWorks engines in the service and framework areas!
  • Moving to an Event Driven Architecture allowed much more business control of their business events, such as standardised routing and de-duping. The events feed their CEP engines as well as their Data Warehouses for analytics.
  • Separation of the business logic / rules was seen as critical in such a regulated industry; they could not afford to have volatile rules replicated in software code around their systems. AllState have standardised on TIBCO BusinessEvents as their rules engine (with 800+ engines today, and the fastest growing tool deployment for them).

In terms of the ROI for their investment, Doug mentioned:

  • Marketing campaigns can now be deployed from new in weeks rather than 6-12 months, or from existing campaign templates in days rather than months.
  • Rule changes, such as for routing leads to agents, can be done overnight, usually from the BAM reports. In one example they monitored the success rates for agents in closing business, re-routed more leads to them, to gain a 15% increase in closing rates…

I would not be at all surprised to see this AllState IT transformation to be covered in business management books and MBA programs in future!