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You are Not Listening to Me!

30 August, 2011 by James Lawther 4 Comments

Good Listening Skills

I am busy, I have a thousand and one things to do and now my daughter is in floods of tears because I wasn’t listening to her.  I was listening, she was prattling on about some craft fair event she was doing at school or something. Now, not only am I busy, but I have […]

Filed Under: Blog, Employee Engagement Tagged With: communication, listening

Business Process Management: It Will Never Work

27 August, 2011 by James Lawther 4 Comments

Process Management Geek

I am a process guy I make no excuses.  Not everybody sees the world the way I do, we all have different perspectives, some people think process management is a waste of time.  Although I hate to admit it, sometimes, other people’s perspectives are valid. So, with the aim of fairness I have jotted down the […]

Filed Under: Blog, Process Improvement Tagged With: business process management, process control, training

How Focused are You?

24 August, 2011 by James Lawther 1 Comment

Customer Focus

If you want to be successful you have to be focused That is a rather trite statement, but think about it for a second.  The world is a big place.  There is somebody out there somewhere who is doing exactly the same things as you are; they have the same gifts as you do.  The […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: best practice, measurement, service improvement

Employee Recognition Awards: Bragging Rights and Bling

20 August, 2011 by James Lawther 4 Comments

Recognise your staff If you read blogs and books about staff engagement, sooner or later they will tell you that: The most motivational thing you can do for your employees is thank them Money isn’t a motivator Recognition should be timely Recognition should be targeted All good advice but boring. How about adding: Recognition should […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: Asda, bling, Domino's Pizza, employee recognition, McDonald's, motivation, reinforcing behaviour

Expensive Handshakes and Complexity Costs

16 August, 2011 by James Lawther 7 Comments

Expensive Handshakes

If two people meet and shake hands with each other, how many handshakes are there?  Easy question, the answer is one. If three people meet, how many handshakes are there?  Three, are you with me? If four people meet the answer is six, now you need to think about it. As the number of people […]

Filed Under: Blog, Operations Analysis Tagged With: complexity, waste

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