Published bi-weekly

Writing on Ops,
Data & AI

Frameworks, failures, and hard-won lessons from 12+ years of operational leadership. Not theory — the actual work.

Process Improvement How to Run a QuarterlyProject Intake Across 7 Stakeholder Groups The problem with running a shared services team that serves multiple business lines isn’t a shortage of project ideas. It’s…
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M&A Integration M&A Integration Best Practices:Lessons Learned from Real Projects I’ve run M&A integration from the inside — leading both the Customer Support and Corporate IT workstreams of a 254-person…
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Process Improvement Acceptance Criteria:The Section Most BRDs Get Wrong Of all the sections in a BRD, acceptance criteria is the one that causes the most rework. Not because it’s…
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Global Ops How Global Companies Can Optimize Their Follow the Sun Model Getting Follow the Sun live is the easy part. Here's what breaks after go-live — telephony at load, staffing buffers,…
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Global Ops Once It’s Running:Optimizing Your Follow the Sun Model Implementing Follow the Sun is the easy part. Here's what the data tells you once it's running — handoff quality…
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Data Governance Why Your Exec Dashboard Is Lying To You I’ve seen dashboards confidently displayed in leadership meetings that were wrong. Not slightly off — wrong at the foundation. The…
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AI & Automation What I Learned Implementing AI Ticket Triage Before It Was Cool In February 2022 we deployed an AI triage model that replaced the manual classification work of 6 FTEs, saving $200K…
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Training & Enablement Why We Rebuilt Our Support Training Into 7 Tiers Before Touching AI Before an AI model could intelligently distribute tickets, we needed to know what intelligent distribution actually meant. That required rebuilding…
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Global Ops How to Design a Follow the Sun Model That Actually Works I implemented a Follow the Sun model at Tyco/JCI across four regional centres — achieving genuine 24/7 coverage without adding…
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