Performance Management: Measuring the ROI of Process Improvements

July 18, 2025 Melanie Hawken

by Dr Michélle Booysen

"In business, every decision is an investment. ROI is how we learn if that investment was smart." – Melinda Emerson

Process improvements aren’t just about making workflows smoother or reducing frustration—they are business decisions meant to deliver real value. To understand the effectiveness of those improvements, it is a good practice to measure their return on investment (ROI). Doing so helps justify the change, builds confidence, and informs future decisions.

Performance Management: Setting Up Simple and Effective Quality Assurance Processes

July 12, 2025 Melanie Hawken

by Dr Michélle Booysen

“Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” – Steve Jobs

Quality assurance (QA) is often associated with complex systems or highly regulated industries—but every business, regardless of size, benefits from having simple and effective QA processes. Quality assurance isn't just about avoiding mistakes—it's about consistently meeting customer expectations, building trust, and improving outcomes.

Performance Management: The Role of Process Audits in Sustained Performance

June 24, 2025 Melanie Hawken

by Dr Michélle Booysen

"Quality is never an accident; it is always the result of intelligent effort." – John Ruskin

Aiming to maintain high performance and continuous improvement? Then let me suggest that process audits are not a luxury—they’re a necessity. A process audit systematically examines workflows, identifies inefficiencies, and ensures alignment with business goals. It helps organisations spot risks early, uncover hidden waste, and maintain a culture of accountability and excellence.

How compliance and paperwork can assist you with funding readiness

June 24, 2025 Melanie Hawken

by Teboho Seretlo

A recent finfind report, in partnership with African Bank , titled “finfind South African MSME Access to finance report 2025”, the report states that accessing necessary capital has always been a tremendous obstacle for a small business looking to establish itself. I am sure this statement is true not only in the South African context, but across the world, and I am equally sure that most of you can relate with personal experiences, as you have been navigating your journey.

Performance Management: Linking data to processes for better decision-making

June 2, 2025 Melanie Hawken

by Dr Michélle Booysen

“Without data, you're just another person with an opinion.” – W. Edwards Deming

The ability to make informed decisions is a competitive advantage. Yet too often, data lives in one silo and processes in another. When businesses link data to their processes, decision-making becomes faster, smarter, and more aligned with strategic goals.

73% of Companies Confuse PR and Reputation Management. Here’s Why It Backfires.

June 1, 2025 Melanie Hawken

by Marilize Jacobs

According to a 2024 PwC study, 73% of executives mistakenly use Public Relations (PR) and Reputation Management interchangeably. A confusion that costs companies an average of $2.4M per crisis in lost revenue and recovery. The difference? Hard data tells the story: PR succeeds when visibility climbs (e.g. media mentions rise by 40%). Reputation management succeeds when risk drops (e.g. negative search results fall by 65%).

Performance Management: How to Build a Culture of Continuous Process Improvement

June 1, 2025 Melanie Hawken

by Dr Michélle Booysen

“What gets measured gets managed.” – Peter Drucker

Performance dashboards are powerful tools to drive decision-making, improve efficiency, and align daily operations with strategic goals. For dashboards to truly work, they must be simple, relevant, and actionable. A well-crafted performance dashboard is not about volume of data—it’s about clarity and purpose.

Performance Management: Creating Performance Dashboards That Work

May 17, 2025 Melanie Hawken

by Dr Michélle Booysen

“What gets measured gets managed.” – Peter Drucker

Performance Management: Team Engagement: Processes That Empower Individuals and Co-workers

May 10, 2025 Melanie Hawken

by Dr Michélle Booysen

“When people are financially invested, they want a return. When people are emotionally invested, they want to contribute.” – Simon Sinek

Engaged teams are the engine behind successful customer experiences and business growth. When processes are designed to empower individuals and foster collaboration, teams become more motivated, productive, and accountable. Empowerment through process means giving teams clarity, autonomy, and the tools to succeed.

Performance Management: How to Identify and Eliminate Bottlenecks in Processes

May 1, 2025 Melanie Hawken

by Dr Michélle Booysen

“A chain is only as strong as its weakest link.” – Proverb

Bottlenecks are process weak points that slow down operations, cause delays, and frustrate customers. Identifying and addressing these inefficiencies is essential to improving performance and customer satisfaction. With a process-driven mindset, businesses can pinpoint bottlenecks, eliminate waste, and streamline workflows for smoother service delivery.

Performance Management: The Role of Metrics in Process Improvement

April 12, 2025 Melanie Hawken

by Dr Michélle Booysen

“If you can’t measure it, you can’t improve it.” – Peter Drucker

Processes are the foundation of operational efficiency, but without measurable data, businesses risk making decisions based on assumptions rather than insights. Metrics provide a clear, objective view of how well processes are performing and where improvements are needed. By tracking the right metrics, one can identify inefficiencies, enhance performance, and drive continuous improvement.

Performance Management: Aligning Processes with Business Goals to Drive Performance

April 5, 2025 Melanie Hawken

by Dr Michélle Booysen

“Every process is an opportunity for performance improvement.” – Michael Hammer

Over the past ten blogs, we have explored how processes play a crucial role in delivering outstanding customer service. The next series shifts focus to how aligning processes with business goals drives performance, efficiency, and sustainable growth.

It’s Christmas – Go Ahead and be Delusional!

December 14, 2024 Melanie Hawken

by Thembe Khumalo

Listen, I fully understand why it’s important to be realistic, especially with business goals. As an entrepreneur, it is how you plan your income and your life after all. But I am also a fan of the occasional delusional season - where you give yourself permission to dream - and I mean really dream, to imagine success and impact beyond what you generally, well, dream about. Why? Because when you stimulate your imagination, you move things that were otherwise impossible into the realm of the attainable.

Developing Communication Campaigns that cut Across Borders in Africa

October 12, 2024 Melanie Hawken

by Thembe Khumalo

We’ve probably transcended the “Africa is not a country” conversation by now. At least I hope we have. We now know that each country and region in Africa is rich with unique languages, symbols, and traditions, which form the foundation of effective PR campaigns. When communicating across the diverse cultural landscape of Sub-Saharan Africa therefore, it's essential to recognize that a one-size-fits-all approach will not resonate.

How Brand Strategy Can Empower Non-Profits

October 6, 2024 Melanie Hawken

by Thembe Khumalo

Over the past seven years, we've loved working with nonprofits across various critical impact areas; from human rights and gender equality to environmental and civil protection. One thing we've consistently noticed is that while these organisations are passionate and dedicated, many don't fully grasp the transformative power of a well-crafted brand strategy. The truth is strategic branding and communication aren't just for commercial businesses — they're vital tools that can amplify a nonprofit's impact and help fulfill its mission more effectively.

High-Value Ideas - the power of thinking different

September 29, 2024 Melanie Hawken

by Thembe Khumalo

When Apple launched its legendary "Think Different" campaign, it didn’t just promote a product—it showcased a mindset that has defined the company’s success for decades. This campaign, with its bold celebration of creativity and innovation, exemplifies the power of innovative thinking and how being willing to step outside the box can result in high-value ideas. By daring to think differently, Apple not only redefined its brand but also set the stage for transformative growth that would shape the tech industry for years to come.

Master Your Business: 17 Proven Strategies for Turning Passion into Profit

August 31, 2024 Melanie Hawken

by Thembe Khumalo

Starting and running a business is no small feat. It requires more than just passion; it demands a strategic approach, continuous learning, and an unwavering commitment to growth. Let’s delve into some essential strategies that will help you handle your business like a pro.

Expectation vs reality: how to navigate disappointment

July 3, 2024 Melanie Hawken

by Marjon Meyer

How has life treated you so far this year? For most people life is a mix of uneventful days, days of great joy, but then also some days of frustration, disappointment, sadness and other negative experiences. One of the most difficult consequences of life is disappointment. Disappointments generally occur because an expected outcome or expectation did not realise. A huge amount of resilience is required to bounce back from these setbacks.

10 Basics of Pitching to Potential Investors

June 30, 2024 Melanie Hawken

by Helena Naitsuwe Amadhila

When pitching to potential investors, be prepared for all pitch levels such as 15 minutes, 10 minutes or 5 minutes. it's also important to be clear, concise, and compelling. Ensure that you follow these 10 basic steps:

How to Remain Compliant While Keeping Track of all the Compliance Requirements of the Companies Act

June 9, 2024 Melanie Hawken

by Anastasia Machobane

There is a myriad of requirements that a registered company needs to comply with. I can write about many of these compliance requirements, however, at this point, I will be concentrating on the filing of Annual Returns. Later I will write about Annual Financial Statements as well as the new requirements for filing the Beneficial Ownership registers.

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