Operational Excellence - Mohamed Bhimji https://mohamedbhimji.com/category/operational-excellence/ Innovative Leader in Strategy, Operations, and Scaling Support Functions | Enhancing Customer Experience to Fuel Growth and Optimize Efficiency | Dedicated to People-Centered Leadership, Focused on Coaching, Mentoring, and Team Development Fri, 09 Oct 2026 06:55:04 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.3 https://mohamedbhimji.com/wp-content/uploads/2024/09/cropped-DALL·E-2024-09-12-09.08.32-A-clean-and-minimalist-site-icon-for-a-personal-website-featuring-the-letters-MB-or-RB.-The-design-should-be-simple-modern-and-professional-wi-32x32.webp Operational Excellence - Mohamed Bhimji https://mohamedbhimji.com/category/operational-excellence/ 32 32 Leading Change Before I Knew What ADKAR Was https://mohamedbhimji.com/leading-change-before-i-knew-what-adkar-was/?utm_source=rss&utm_medium=rss&utm_campaign=leading-change-before-i-knew-what-adkar-was https://mohamedbhimji.com/leading-change-before-i-knew-what-adkar-was/#respond Wed, 14 Oct 2026 12:00:53 +0000 https://mohamedbhimji.com/?p=753 Reading Time: 4 minutesHow three operational changes in a 24/7 contact centre taught me that successful transformation is as much about people as it is about processes. Years ago, while serving as Director of Customer Support & Field Operations at InComm, I led…

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The post Leading Change Before I Knew What ADKAR Was appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/leading-change-before-i-knew-what-adkar-was/feed/ 0 How GRR, Churn, Adoption, Customer Health, and CLV Work Together https://mohamedbhimji.com/how-grr-churn-adoption-customer-health-and-clv-work-together/?utm_source=rss&utm_medium=rss&utm_campaign=how-grr-churn-adoption-customer-health-and-clv-work-together https://mohamedbhimji.com/how-grr-churn-adoption-customer-health-and-clv-work-together/#respond Mon, 14 Sep 2026 12:00:13 +0000 https://mohamedbhimji.com/?p=739 Reading Time: 7 minutesIn SaaS, it is easy to drown in metrics. Dashboards can show hundreds of numbers: ticket volume, logins, feature usage, CSAT, NPS, renewal rates, expansion revenue, onboarding completion, support response times, and dozens more. But a smaller group of metrics…

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]]> https://mohamedbhimji.com/how-grr-churn-adoption-customer-health-and-clv-work-together/feed/ 0 Buy, Build, or Integrate? Choosing the Right AI Property Maintenance Strategy https://mohamedbhimji.com/buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy/?utm_source=rss&utm_medium=rss&utm_campaign=buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy https://mohamedbhimji.com/buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy/#respond Thu, 03 Sep 2026 12:00:08 +0000 https://mohamedbhimji.com/?p=688 Reading Time: 7 minutesOver the course of this series, I started with a simple question from a property manager: How can AI help manage dozens of maintenance requests across multiple large residential buildings? At first, the problem looked like an email problem.  It wasn’t.…

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The post Buy, Build, or Integrate? Choosing the Right AI Property Maintenance Strategy appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/buy-build-or-integrate-choosing-the-right-ai-property-maintenance-strategy/feed/ 0 Build vs. Buy: What Does AI Property Maintenance Software Actually Cost? https://mohamedbhimji.com/build-vs-buy-what-does-ai-property-maintenance-software-actually-cost/?utm_source=rss&utm_medium=rss&utm_campaign=build-vs-buy-what-does-ai-property-maintenance-software-actually-cost https://mohamedbhimji.com/build-vs-buy-what-does-ai-property-maintenance-software-actually-cost/#respond Mon, 31 Aug 2026 12:00:55 +0000 https://mohamedbhimji.com/?p=678 Reading Time: 10 minutesOver the previous parts of this series, I’ve approached the property-maintenance problem from both directions. First, I looked at existing software.  Then I designed the high-level custom system I would build if an organization decided it didn’t need another full property-management…

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The post Build vs. Buy: What Does AI Property Maintenance Software Actually Cost? appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/build-vs-buy-what-does-ai-property-maintenance-software-actually-cost/feed/ 0 From AI Triage to Contractor Dispatch: Designing the Human Approval Layer https://mohamedbhimji.com/from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer/?utm_source=rss&utm_medium=rss&utm_campaign=from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer https://mohamedbhimji.com/from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer/#respond Fri, 28 Aug 2026 12:00:57 +0000 https://mohamedbhimji.com/?p=675 Reading Time: 8 minutesIn the previous part of this series, I designed the front half of a custom AI-powered maintenance system. The system could: Receive requests by email or web form Understand what the resident is reporting Identify the property and location Categorize…

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The post From AI Triage to Contractor Dispatch: Designing the Human Approval Layer appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/from-ai-triage-to-contractor-dispatch-designing-the-human-approval-layer/feed/ 0 How I Would Build an AI Property Maintenance Request System https://mohamedbhimji.com/how-i-would-build-an-ai-property-maintenance-request-system/?utm_source=rss&utm_medium=rss&utm_campaign=how-i-would-build-an-ai-property-maintenance-request-system https://mohamedbhimji.com/how-i-would-build-an-ai-property-maintenance-request-system/#respond Wed, 26 Aug 2026 12:00:12 +0000 https://mohamedbhimji.com/?p=672 Reading Time: 8 minutesIn the previous part of this series, I looked at five existing platforms that could help solve the property-maintenance problem: Property Meld, Entrata, AppFolio, Building Engines and Zendesk. There are good reasons to buy rather than build. But let’s suppose the…

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The post How I Would Build an AI Property Maintenance Request System appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/how-i-would-build-an-ai-property-maintenance-request-system/feed/ 0 AI Property Maintenance Software: 5 Platforms Worth Evaluating https://mohamedbhimji.com/ai-property-maintenance-software-5-platforms-worth-evaluating/?utm_source=rss&utm_medium=rss&utm_campaign=ai-property-maintenance-software-5-platforms-worth-evaluating https://mohamedbhimji.com/ai-property-maintenance-software-5-platforms-worth-evaluating/#respond Mon, 24 Aug 2026 12:00:51 +0000 https://mohamedbhimji.com/?p=669 Reading Time: 10 minutesIn the first part of this series, I looked at a question posed by a property manager managing several large residential buildings: How could AI help deal with the dozens of maintenance calls and emails that arrive every day? The…

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The post AI Property Maintenance Software: 5 Platforms Worth Evaluating appeared first on Mohamed Bhimji.

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]]> https://mohamedbhimji.com/ai-property-maintenance-software-5-platforms-worth-evaluating/feed/ 0 Property Maintenance Automation With AI: A Practical Guide https://mohamedbhimji.com/property-maintenance-automation-with-ai-a-practical-guide/?utm_source=rss&utm_medium=rss&utm_campaign=property-maintenance-automation-with-ai-a-practical-guide https://mohamedbhimji.com/property-maintenance-automation-with-ai-a-practical-guide/#respond Thu, 20 Aug 2026 08:33:48 +0000 https://mohamedbhimji.com/?p=661 Reading Time: 5 minutesA property manager recently asked me an interesting question: how could AI help manage maintenance requests. They manage multiple residential buildings, each with more than 350 residents. Every day, their team deals with dozens of maintenance-related calls and emails. An…

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]]> https://mohamedbhimji.com/property-maintenance-automation-with-ai-a-practical-guide/feed/ 0 From Chaos to Clarity: The 5-Step Framework to Fix Broken Customer Operations https://mohamedbhimji.com/from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations/?utm_source=rss&utm_medium=rss&utm_campaign=from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations https://mohamedbhimji.com/from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations/#respond Tue, 30 Jun 2026 19:40:15 +0000 https://mohamedbhimji.com/?p=585 Reading Time: 6 minutesIt’s 8:00 AM on a Monday. You walk into the office, coffee in hand, ready to tackle the week’s strategic priorities. But before you even sit down, your inbox is already flashing red. Dozens of escalations from the weekend. Critical…

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]]> https://mohamedbhimji.com/from-chaos-to-clarity-the-5-step-framework-to-fix-broken-customer-operations/feed/ 0 The “Last 30 Days” Trap: How I Learned to Beat Recency Bias in Performance Reviews https://mohamedbhimji.com/the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews/?utm_source=rss&utm_medium=rss&utm_campaign=the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews https://mohamedbhimji.com/the-last-30-days-trap-how-i-learned-to-beat-recency-bias-in-performance-reviews/#respond Wed, 24 Jun 2026 07:01:01 +0000 https://mohamedbhimji.com/?p=577 Reading Time: 3 minutesIt’s performance review season, and you’re staring at a blank document trying to evaluate your team.   You know a massive, project-saving win happened about several months ago. But for the life of you, you can’t remember the specifics. Meanwhile,…

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