Who owns your processes? It’s a simple question but a complex answer. (Unless, of course, you’re a one-person business where you do everything, in which case I’m fairly sure you are the process owner) In the real world where companies are larger than a single individual – and multinationals can have hundreds of thousands of […]
Constraints and Excuses
It is really easy to blame other people when you can’t do something, when constraints get in the way. To rail against the inadequacies in life, to find somebody to blame. It makes us feel vindicated, it isn’t our fault, and because it isn’t our fault we can’t be held accountable. Poor performance becomes OK. […]
Fessing Up
The Americans have an unpleasant phrase: to “fess up”, or admit what the issue is and take responsibility for it. It isn’t a nice thing to have to do. Running a long way isn’t nice either. The first time you do it your heart pounds, you get hot and sweaty, your lungs feel like they […]
Customers are a Pain in the Back
Service is all about flexibility and being able to accommodate your customer’s every whim. Or is it? If you go into a delicatessen you expect them to be able to give you a chicken piri piri brown baguette with extra pineapple, hold the mayo. That is flexibility, that is great service. But once you have […]
Smoking Public Relations
Toyota have recently been lambasted for faulty floor mats and sticking accelerator pedals, resulting in a multi billion pound recall. Ferrari on the other hand have had ten of their super cars burst into flames and a representative told Just Auto “It is important to differentiate between what is a vehicle fire and outside factors […]
- « Previous Page
- 1
- …
- 3
- 4
- 5
- 6
- 7
- Next Page »