I was recently declined finance for a new car. It turned out to be a clerical error when they were processing the application, however, when the salesman called me to advise the finance was declined, my first question was, naturally, why was it declined?
Service Level Performance In every organisation I visit, the primary metric being reported is Service Level performance. And when I say ‘Primary Metric’ what I mean is that this is the metric that everyone cares about the most.
It’s quite common for organisations to use ‘Personality tests’ or ‘Psychometric profiles’ as part of the recruitment process. But, why…?
For a long time, scientists have been aware that hot water turns to ice faster than cold water does, but until recently, no one has had a credible theory as to why.
People get frustrated with Customer Care or the level of Service provided by companies – especially when it’s a call centre providing the service.
Everyone wants cost benefits. There’s no point in pretending this doesn’t exist. It costs money to improve your business, so the funding needs to provide a return on investment.
In training or implementation people often ask me; “do we really need the pilot?” The pilot is an excellent way to test your chosen solution and check your root cause hypotheses while minimizing risks and cost.
Daniel Goleman et al. (2002) found during his research that there were 6 distinctive Leadership Styles. He noted that these styles, when used, will have different effects on the emotions of the target followers. He always classed them as styles, not types and stated any leader can choose to use...