Supurna in the news

Carving Out Waste in the Performance Chain

IMPACT, a publication of the UNC Kenan-Flagler Business School
(Published March 21, 2012)

Kenan-Flagler students recently had the opportunity to learn about performance improvement tools in an interactive six-hour seminar presented by Sue Gillman, Managing Partner of Supurna, a global operational change firm.

The day was dedicated to bringing the challenges that businesses have to create “flow” in a performance chain, defined as all the people, processes and tools that must create a system to convert an order to cash in the bank for the seller.

Since the goal of business is to compress the order to cash cycle, the session provided students with a real world business case to analyze and improve process in a transactional administrative environment for new product development.  According to Gillman, the key to seeing waste in performance chains is to characterize the flow using Supurna’s four Lenses:  Speed, Predictability, Flexibility and Leverage.  (Read more on the IMPACT blog.)

 Wolfe Eye Clinic: A Healthcare Performance Chain Done Right

by Sue Gillman
( – Published Jan. 17, 2012)

As a career operations professional, many of my friends understand that I see process flows in nearly everything I encounter. Some friends find this entertaining, others find it a bit annoying. But mostly they allow me to exercise (not exorcise) my craft. You see, I was born of operational parents. I’m not sure if it was nature or nurture, but regardless I was tuned to “see, map and measure” as a young child in Iowa.

The backdrop of my story today is one that many of you can relate. It starts with my Mom. She has generally enjoyed  good health and an active lifestyle. But, after she retired from nursing, she does require the occasional “tune up,” which for parent and child can create stress and nervousness. (Read more at

Supply Chains vs. Performance Chains: 4 Differences and What They Mean for Your Business

by Sue Gillman
(IndustryWeek – Published Dec. 5, 2011)

Taking a performance chain approach provides the opportunity to ask the tough questions, determine the overall health of the performance chain, identify the pain points that need attention and assign the right people to address them. (Read more at