I used to work in R and D for Unilever, a very large FMCG manufacturer. Whenever we had a problem, couldn’t make something, didn’t know what to do next, my boss would say to me: “We should know what Unilever knows. Who do you know?” At which point I used groan and pick up the […]
Do You Want Engaged Employees or Honest Ones?
Employee engagement is everything. If your employees engage with your strategy they will work hard, go the extra mile, look after your customers, come into work when they are sick and at weekends… and generally push your strategy forward at pace. Employee engagement, you want it, right? You want them to just get behind what […]
A Stitch in Time…
The BBC ran an interesting story the other day about hip fractures. Apparently 78,000 people suffer from a hip fracture every year in the UK; 10% of these people will be dead within 30 days, 30% will be dead within a year, and half are left with permanent disability. Shocking statistics. NICE, the National Institute […]
Clear Work Instructions, an Eight Point Plan
When writing work instructions, you get points for clarity, not style. Instead of waxing lyrical about the customer journey and decisive moments, just make your point. Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]
Are you Really Committed to your Customers?
I spent rather too long at Glasgow airport this week. Apparently this was due to “operational difficulties” with, Ifyouwillflycheap Jet. I read my book, then the free magazines, then paced around the departure lounge for a couple of hours and then resorted to reading the posters on the walls. The Royal Bank of Scotland were […]
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