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…
Caution, Learners Ahead
It’s a fact and contrary to certain prejudices and misconceptions, employees can learn to behave in new ways. However, people learn only if they are motivated…
Engaging Conversations
Organizations care about employee engagement because the facts would suggest that it directly impacts their bottom line. Don’t believe us? Well recent and consistent…
Changes
‘Changes’ is a song by David Bowie, originally released on the album Hunky Dory in December 1971 and as a single on 7 January 1972, the day before Bowie's 25th…
Fire When Ready
The real problem with poor performing employees is us. If you want to feel better about yourself we will concede that on rare occasions and for a small percentage…
Never Too Late
We want to talk about the serial late people in the world – those that keep us waiting. And it is not that we lead 'busy lives'. That's a given, we all do, and…
Pause Before You Pounce
We all face multiple challenges in our work and leadership roles - impossible deadlines, missed budgets, angry customers, politically driven colleagues, remotely…