What do you believe? Here is an interesting little sports story for you… At the start of 1954 the world record for running a mile was held by Gunder Hägg. He ran it in 4 minutes 1.4 seconds in 1945 and his record had stood for 9 years. It was widely believed that it was impossible for a […]
The Productivity Equation
We all want more productivity… The world abounds with productivity experts of one sort or another: Outsource this Streamline that Squeeze the other We obsess about reducing our cost base. Taking out heads and slashing expense. But we are missing a trick? How do you define productivity? Using a little advanced algebra (if I say so myself), […]
Do You Know a Good Doctor?
Does publishing performance data make people perform better? The National Health Service in the UK has developed a cunning ruse to improve patient care. They have started to publish data about consultant’s mortality rates. Before you go and see a specialist you can go online and see if he is competent or not. If you don’t like what […]
A Stitch in Time…
Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
Free Gym Membership Anyone?
Morale is low… It is a big problem, staff turnover is high, skills and expertise are walking out of the door at an alarming rate and my business is heading for a melt-down. Two solutions have been put forward: Solution 1. 1. Review the benefits package, make it more competitive. Do some job matching and pay over […]
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