Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from the hold to the gate…
If you ask five people what leadership is, you will probably get six different answers. Everyone seems to have a different view. Some of which are based on what they…
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” companies do differently, the logic…
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these…
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…
The “dead cat” strategy – dropping an outrageous or provocative topic into the conversation to divert attention away from a difficult subject you don’t want to talk about -was much…
There have been hundreds, if not thousands, of articles that have been written about how making mistakes and learning from them, is one of the major keys to success. As leaders, we're…
One of my favourite business quotes comes from Peter Drucker, and it’s “Culture Eats Strategy For Breakfast.” What this means is that is doesn’t matter what your companies mission, vision,…
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed as an outrageous claim: that…
For the past few months I’ve been engaging in an Enterprise Resource Planning (ERP) system merger & new supply chain management project. I was mainly involved with change management, more specifically…