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.
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...
One of the things I’m often asked is, how do you find good Lean Six Sigma projects? More often again, is can you help train our staff to be able to better uncover good Lean projects?
The Project Charter is a one-page project overview that typically covers 5 or 6 areas and summarizes more detailed documents. It’s often one of the first deliverables required in a Leadership review and provides a reference throughout the project of your problem and goal.
When people first start to hear about Lean and Six Sigma, I am often asked which one do you choose?
When managing any type of improvement project one of our greatest assets (and liabilities) are our stakeholders.
Inspired by Stephen R Covey and his famous book, ‘The 7 Habits of Highly Effective People’, I thought I would leverage his framework to depict the habits I think make a great trainer. So what are the habits of highly effective trainers?
When training, I often come across sceptics, who repeat the mantra, ‘We have tried that before and failed’, ‘No one will use this, the company are not really interested’. So how do you manage these sceptics? And manage their resistant behaviour in training?
When I visit companies and speak to Managers, I commonly hear them complain about poor performers bringing down their overall performance and how they can’t do anything about it.