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Details Matter

14 February, 2014 by James Lawther 8 Comments

POSH Bags There is a rumour about Steve Jobs.  It is alleged that he sacked an employee at one of the first Apple stores. Why?  Because she bought cheap and nasty plastic bags for customers to take their expensive purchases home in.  The story may be a complete fabrication, but history has shown that Steve was […]

Filed Under: Blog, Process Improvement Tagged With: Apple, devil is in the detail, service design, service differentiation

Who Taught You How to Manage?

9 February, 2014 by James Lawther 10 Comments

Teaching Management

I’ve been to business school After 2 years of studying and a plethora of exams I was awarded an M.B.A.  I learnt about: Operations Marketing Finance Employment Law Book after book after book.  Some of it was fascinating, some of it was tedious but I got the letters after my name and it got me […]

Filed Under: Blog, Employee Engagement Tagged With: do as I say, empowerment, management style

Less is More

6 February, 2014 by James Lawther 9 Comments

FedEx

All children are artists They can pick up a pen or a crayon and create.  Before you know it they have drawn something beautiful, a flower or a house or a friend.  Simple, clear and elegant. Unfortunately they just don’t know when to stop. The colouring in starts, red felt tips, green pencils, blue crayons, […]

Filed Under: Blog, Process Improvement Tagged With: clarity, communication, complexity, lean thinking, less is more

Are You a Fairy Princess?

2 February, 2014 by James Lawther 9 Comments

Fairy Princess

Remember my daughter? She is five, all blonde curly hair, giggles and she thinks she is a fairy princess. This weekend she went to a birthday party.  A five-year-old girl’s birthday party. It was a fancy dress party with a fairy princess theme — this is called knowing your audience. The local church hall was […]

Filed Under: Blog, Employee Engagement Tagged With: incentives, management style, motivation, performance management

Bonus Time

30 January, 2014 by James Lawther 11 Comments

It is the best part of the year. You have been performance managed and appraised.  Your year-end rating has been cross calibrated / validated / ranked and stacked.  You have emerged from the annual death match unscathed. Your rating has been moderated to allow for business results.  Senior managers have assessed “the curve” to check it […]

Filed Under: Blog, Employee Engagement Tagged With: incentives, motivation, performance management, video

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