Why Your Boss Is Wrong About You
As the performance review season comes to its usually unsatisfactory conclusion for many, we thought we would share our thoughts on why many performance review systems…
Fact Versus Fiction
Every decision maker really should rely on facts before making any decisions – particularly material decisions. This might seem obvious, but fact based approaches…
Finding Fault
In business we often come across cultures where blame is accepted or is even the norm. We like to mention one of our favourite terms – ‘blame-storming’. This…
Blue Monday
Blue Monday is the name given to this day in January (typically the third Monday of the month) claimed to be the most depressing day of the year. The concept was…
Service Means Service
Good customer service is a valuable asset, especially in today's high-tech-oriented, increasingly impersonal business world. Therefore, if you are aware of common…
Talking Transformation
Individuals, organizations change continuously, reacting to developments in their markets and to the arrival and departure of key people. In a large company, these…
Vive la Révolution
The Fourth Industrial Revolution, commonly known as Industry 4.0, appears to be changing the way businesses function. Organizations must decide how and where to…
The Complexity Equation
Charles Dickens in the 1830’s wrote that he lived in an age of “unrelenting change and unpredictability” so I wonder what he would make of our current scenario…
Behavioural Science?
Conventional wisdom amongst those running organizations would agree that there is value in good service. An abundance of literature exists supporting the notion…
Lean Times
During the past 20 years, Lean has become one of the prominent performance-improvement programs adopted by companies around the world. Recently, organizations as…
Credibly Credible
Credibility in leadership is important now, more than ever, because there is a good dose of cynicism in the workplace and our people are cynical about us as their…
Service Intelligence
Providing outstanding customer service is one of the most rewarding yet challenging activities within any organization. Exceptional organizations that provide outstanding…