No Place for Pyromaniacs
Putting out fires is very rewarding. It’s gratifying and provides instant validation for our efforts. This is apparently why people seem to like fires in business…
Failing to Learn
Ever see those new leaders who carry themselves with such bravado? They’re usually the ones who haven’t failed yet. When they inevitably do, it isn’t pretty…
Risk Versus Reward
Trying to avoid all risk in business is the same as trying to avoid all opportunity. Simply reacting to risk, meanwhile, is just crisis management: shutting the…
The Data Dilemma
The strategic impact on companies of the exponential technological rate of change is both extensive and fundamental. How can you plan properly in an environment…
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…
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…
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…
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,…