There are two lines of thought in most businesses; one says: “give the customers what they want, innovate, create new products, give them choice” The other says: “rationalise, focus, strip it back, cut the tail, decomplexify” (not strictly the Queen’s English that one) The irresistible force and the immovable object. On one hand flexibility drives […]
The Worst Thing That Can Happen in a Call Centre
How bad can a day in a service centre get? Let’s be honest, nobody is going to die, not unless they are spectacularly unlucky and trip over a trailing cable What does a bad day look like? A bad day looks like this: Your colleagues in Marketing or IT or Pricing do something stupid to […]
The Question That Will Tame a Dragon
I sat on the train for a long time yesterday, bored out of my tiny mind, nothing to do. Idly I watched the steward push a refreshments trolley past. He stopped behind me and sold a lady a cup of coffee and a flapjack She asked for a receipt (I guess she could expense the […]
Processes are Built to be Broken
If you work as a housekeeper for a hotel, one of the jobs is “turn down”, or preparing guest’s bedrooms for bed time. Some hotels are content to close the curtains, turn down the bed covers and put a chocolate on the pillow. Not the Four Seasons hotel chain. They have a 150 point “turn […]
6 Ways to Avoid Endless Meetings
I spent 7 straight hours in meetings yesterday Have you ever thought to yourself that: you might just be able to do some of the things that you said you would do in one meeting if you didn’t spend all your time in the next meeting explaining why it is you haven’t done what you […]
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