In an exclusive interview with CanadianSME Small Business Magazine, Hazel Lord, Founder of Pearl Operational Design and 2023 Black Entrepreneur of the Year, shares her inspiring journey of blending chemical engineering expertise and MBA acumen to transform mission-driven organizations. With over 30 years of success in operational excellence, Hazel discusses her work amplifying the impact of social service agencies, her vision for “The Bridge” community of operational problem solvers, and her insights on leveraging system thinking to address organizational challenges. As a leader, mentor, and advocate for education and empowerment, Hazel’s story offers valuable lessons for aspiring Black entrepreneurs and business leaders striving to create meaningful change.
Hazel Lord is an executive management professional with a passion for everything system, process, design, data, and improvement. Her speciality is analyzing, designing, and planning for change that transforms cross-functional processes and operation ecosystems to align with the organizational culture, and strategic goals.
In 2014, she started her own consulting practice in which she brings more than 30 years of success in helping organizations achieve operational excellence. With design principles rooted in respect, discipline, commitment and a continuous search for perfection, she brings an expansive breadth of experience in breadth of industries.
Hazel is recognized as an industry leader and has been requested to speak and present at national and international conferences and in June 2024 she was awarded the 2023 Black Entrepreneur of the year.
As a perpetual learner, Hazel seeks out opportunities to learn and apply different approaches to problem solving within operations. She is always excited to bring people on this “education” journey. One of her major objectives is to improve the skills and knowledge of her clients so they can be efficient and effective in achieving their business goals.
A strong believer in community partnership, Hazel has been a volunteer maths and english tutor at Tropicana Community Services for 7 years, was a board member of the Ontario Alliance of Black School Educators and a STEAM instructor for the Jean Augustine Centre for young women’s empowerment.
Rounding out Hazel’s expertise and credentials: She holds an honours degree in chemical engineering from Queen’s University, Kingston, Ontario, a master’s in business administration from the Rotman School of Management at University on Toronto and is a Lean Six Sigma Black Belt from the University of Michigan. For four years she lectured on quality management to second year MBA students at the Rotman School of Management at University of Toronto.
As the founder of Pearl Operational Design, how has your background in chemical engineering and MBA influenced your approach to operational excellence, particularly in mission-driven organizations?
Chemical engineering principles teach us how to design and optimize complex systems. In our operational excellence work, we apply this systems thinking approach, combined with business expertise, to help organizations transform how they function. We collaborate closely with clients to design operational systems that align with their goals and values. This approach is especially crucial for mission-driven organizations, which often emerge from grassroots movements or community initiatives. While their mission and values are clear, these organizations frequently lack structured systems to deliver value effectively, having evolved through informal, ad hoc processes. We help them develop intentional, well-designed systems that enhance their impact while preserving their core purpose.
You’ve mentioned that your most profound work has been with non-profit and community-based organizations. Can you share a specific example of how your operational design principles have amplified the impact of a social service agency or healthcare non-profit?
We helped with the operational merger of two community health centers. While initially engaged for project management, we quickly discovered that successful integration required much more than overseeing predetermined outcomes. Our assessment revealed that their existing operational systems were not robust enough to handle the complexity of the merger.
By applying systematic problem-solving approaches, we worked collaboratively with both organizations to redesign their operational framework. What made this project especially effective was our incremental implementation strategy. Rather than attempting a complete system overhaul, we developed a staged roadmap that broke down complex changes into manageable components, allowing the organizations to adapt and build capacity gradually.
This methodical approach proved crucial for these healthcare nonprofits, where funding primarily supports direct services rather than operational infrastructure. We helped them create systems that were not only more efficient but also more sustainable, enabling them to maximize their impact while operating within strict resource constraints. We put them on a path to becoming more efficient to creating a culture of continuous improvement.
The concept of “The Bridge” as a community for operational problem solvers is intriguing. How do you see this initiative evolving, and what long-term impact do you hope it will have on operational excellence?
Operations leadership is one of the most challenging and frequently misunderstood roles in organizations. Many operations leaders, whether promoted internally or hired externally, often find themselves without adequate support or clear direction to succeed in their roles. This gap is particularly pronounced in the nonprofit sector, where we frequently see ambitious strategies developed but not fully realized.
This is why we named our community ‘The Bridge’ – it represents the crucial connection between strategy and execution that organizations often overlook during strategic planning. While the path from strategy to implementation should ideally be straightforward, poorly defined systems and processes often create unnecessary obstacles.
Our community brings together experienced problem-solvers who share practical insights and successful approaches for achieving organizational goals. By fostering collaboration and knowledge-sharing among operations professionals, we aim to build organizations where operational excellence is a foundational element of success. Through this network, operations leaders will find both the practical tools and peer support they need to transform strategic visions into tangible results.
In your experience, what are the most common signs that an organization’s operations are failing, and how can system thinking help address these issues?
Technology is fundamental to how organizations deliver value in today’s world. Recently, when discussing a key application with a potential client, their response revealed a telling disconnect – they didn’t see themselves as owners of their critical systems, though they absolutely should have been. This mindset immediately signaled a siloed organizational structure.
Such silos create cascading problems throughout an organization. Information disappears between departments, inefficiencies multiply, and perhaps most destructively, trust erodes. Without trust, operations become inefficient, and innovation stagnates.
Clear accountability is fundamental to operational success. Without someone specifically responsible for operational performance, problems persist and improvement initiatives falter. Even when opportunities for enhancement are identified, change efforts often fail without clear ownership and accountability.
Undefined or inconsistently followed processes inevitably create waste and confusion. Systems thinking helps us understand how operational elements interconnect and impact the entire organization. It reveals how a breakdown in one area can cascade through the system, while also helping identify where accountability should lie.
Breaking down silos and building trust requires intentional leadership. Leaders must actively work to build trust, establish clear accountability, and support the development of robust operational systems. This deliberate approach is essential for creating an environment where operational excellence can flourish.
As the 2023 Black Entrepreneur of the Year, what significant hurdles or obstacles have you faced in your business journey with Pearl Operational Design Inc.?
Like any business owner, I have faced my share of challenges while building PoD. While I wouldn’t characterize these as insurmountable obstacles, they have certainly shaped our growth journey and taught us valuable lessons.
One of our primary challenges has been developing our business development approach. As a boutique consulting firm focused on operational excellence, we have had to carefully balance scaling our client base while maintaining the high-touch, customized service that defines our work.
Managing talent has been another key area of focus. We are not just looking for technical expertise – we need professionals who share our commitment to collaborative problem-solving and can build strong relationships with our nonprofit and community-based clients. Finding individuals who combine these technical and interpersonal skills, while fitting our values has required an intentional approach to building our professional network.
As we have grown, scaling the organization has presented its own set of challenges. Particularly crucial has been finding the right sales leadership – someone who understands both our technical capabilities and our mission-driven approach. We have taken time to develop our sales strategy, focusing on building long-term relationships rather than pursuing rapid growth at the expense of service quality.
While these challenges have required careful navigation, I view them more as natural elements of building a purpose-driven consulting practice rather than obstacles. Each has contributed to making PoD more resilient and better equipped to serve our clients effectively.
As we celebrate Black History Month, what message would you like to share with aspiring Black entrepreneurs who are looking to make their mark in the tech industry or start their own businesses?
First, let’s challenge the traditional ‘motivation-inspiration-action’ sequence that many believe is necessary for entrepreneurship. While waiting for motivation or the perfect moment, we often let fear hold us back. I’ve learned that action itself can be the catalyst – taking concrete steps, even small ones, often generates the results that inspire and motivate us to keep going. Don’t wait for inspiration; start by identifying specific actions you can take today. There are numerous experienced entrepreneurs in our community willing to serve as informal mentors, ready to guide you as you take those first steps.
Equally important is embracing the entrepreneurial journey rather than fixating solely on the destination. I’ve observed many aspiring business owners become so focused on what they want their business to become that they set unrealistic timelines. This misalignment often leads to rushed decisions that compromise long-term success. Instead, approach your business growth as a marathon, not a sprint. Take time to build strong foundations, understand your market, and develop meaningful relationships with your customers and community.
A growth mindset is crucial for entrepreneurial success, particularly for Black entrepreneurs who may face additional systemic challenges. Understand that not every decision will be perfect, and that’s okay. Each choice, whether it leads to success or becomes a learning opportunity, contributes to your development as a business leader. These experiences build the resilience and wisdom needed to effectively guide your venture through its various stages of growth.
Remember that your unique perspective and experiences as a Black entrepreneur are valuable assets. Your understanding of community needs, cultural insights, and innovative problem-solving approaches can lead to breakthrough solutions and business models. Use these strengths to carve out your distinctive space in the tech industry or your chosen market.
Build a strong support network of fellow entrepreneurs, mentors, and community leaders who understand your journey. Their guidance can help you navigate challenges, identify opportunities, and maintain perspective when facing obstacles. Success in entrepreneurship is not an individual effort it is the relationships you build and the communities you engage with along the way.
