I don’t like Arnold Schwarzenegger much, he is at best smug, and at worst, well it’s probably best if I don’t go there. There is a lot that can be learnt from him though. At the age of 15 he started weight training When he was 23 he won the Mr Olympia body building title […]
The Pandora’s Box of Service Improvement, Dare You Open it?
At the heart of Lean Thinking is a beautifully simple idea, it is that you should only do things that a customer is prepared to pay for. Anything else you do is “waste”. I prefer the word “stupid”. It is harsher and blunter than waste but gets the point over. (I didn’t graduate form a […]
How to Outclass an Old Bloke
I went for a run along the banks of the Thames this morning, right through central London. Fabulous views, enough to get the most hardened coach potato out of his chair. I was going fine until an old bloke overtook me, he wasn’t going much faster, but he was much older. My ego cut in, […]
What did Tony Blair do for Customer Service?
Control versus empowerment: Option 1. Rule with an iron fist, don’t allow employees to show any initiative, make sure they do what the centre says they must do, be inflexible, remove yourself from the action. Option 2. Empower people, let them do whatever they think is the right thing, let processes and standards diverge, all […]
Bored at Work
Facebook gets more hits than Google. There is a social media revolution going on. I can communicate with millions using Facebook, I can Twitter to thousands and if you really need to see me, how about a bit of YouTube? It is all about engagement and communication. Which are, oddly, two of the biggest challenges […]
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