Profile

Professional summary

Founder and senior member of the IntrapriseTechKnowlogies LLC's (ITK) consulting and management team, Donny offers diverse experience in:
• IT governance, strategy, planning, and budgeting;
• Technical and process project management;
• Business systems application development;
• Financial and systems auditing;
• Knowledge management, including change management and organizational design/alignment, and
• Business process redesign.

While working in

Engagement overview

Duration and cost of an engagement depends on the scope of work, identified during the initial consultation.

Insights

We do a lot of process improvement and knowledge management projects for clients and your experience is not unusual. To keep it easy to maintain and to have good version control, we normally maintain the process documentation in MS Word and MS Visio, but publish it out as PDF (to prevent users from modifying it).

If the process or procedures are changing a lot, then I can see using a Wiki or o... Read more

Funny your situation is the exact scenario I use when talking about using a balanced approach to performance metrics. You need to select a set of metrics that balances all of the "value streams" of the interaction. Rick, Tom, and James have all touched on them above:
1) What provides value to your company? These may be measured by the call center software mentioned my James.
2) What provides ... Read more

I'm a fan of the Business Learning Institute's Insights to Action (I2A) methodology. It is a very engaging methodology that leads you through the progression of looking at where you've been, doing a SWOT for where you are now, and then visualizing where you want to be. It is structured, yet flexible enough to allow enough creativity to ensure that you are not constraining yourselves.

The key to ... Read more