One of the reasons why an organisation has so much opportunity to improve is because Managers are too far removed from the work. I see this in varying degrees when I visit a workplace.
Almost every business attempts to track the reason for the enquiry or call or email or complaint. The most common way of tracking is through either a CRM (the customer management system in use) or through the phone system (often called wrap codes).
Yes, it is sometimes OK to put in a bad process. Purists of Lean and process improvement will tell you that you should never put a bad process in place. But they don’t live in the real world. In the real world, you need to service to your customer’s expectations,...
We are quite often asked for input by our customers in defining and shaping their performance objectives for managers. One of the most common mistakes I see is the notion that a higher level of performance is always better.
Everyone has different strengths and weaknesses. Sometimes this is a result of natural aptitude or education and sometimes it’s just a case of what information you’ve been exposed to or people who you’ve learnt from.
If there is no trust in your workplace, what would you stop doing? I have 2 small children but most of our family lives in Australia. If we ever want to enjoy a night out, we need a babysitter.
Math is really quite important in business. WARNING: This blog post contains maths and may cause math-related psychosis and may trigger disturbing repressed memories from high school.
Why are some people so afraid of change, even when it’s for the better? I’ve seen images posted on various social media sites declaring that the 6 most dangerous words in business are “We’ve always done it this way”.
Thanks, scientists. Today’s post was supposed to be about things we believe to be true are often not true and that myths propagate very easily throughout both our society and business.
A consequence of the digitisation of all things is that we now have access to so much information at any time. Perhaps an unintended consequence of this new age of information is the overwhelming volume of advice we are getting.