I am not fond of working, I want an easy life. I’d far rather lie on a beach than be sitting in an office. My mate Dave has an easy life. He is a fireman. They have an easy life, all they do is sit about, waiting for a phone call, reading the paper and […]
How to Avoid Looking Stupid
We have all done it, jumped to the wrong conclusion, acted on it and then looked stupid. We are genetically designed to do it. There is even an explanation for it. It is called the “ladder of inference”. Here is how you climb it: The ladder of inference Step 1: Take in the facts, the […]
Boring but Deadly: Roles and Responsibilities
I am a good boss I run a fair-sized team. I like to think I am a good boss, reasonable, fair, open-minded. Perhaps I am kidding myself. There is however one thing I do that drives my team nuts, makes them apoplectic, I have an infuriating habit of asking two people to do the same […]
Making Life Difficult
In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]
How to Count
Apologies Before I start, I apologise for this post: For those of you of a six sigma nature I apologise, you might find this a bit Janet and John. For those of you of a non six sigma nature, I apologise for your six sigma brethren. They really ought to have told you this, it is quite important. In God we […]
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