Systems need information They use that information to control the way they act. In a system of cells (like your body) that information flows along nerves and via hormones. In a system of animals (like a colony of ants) that information flows via pheromones and signals. In a system of people (like your business) it […]
Busy Doing Nothing
I am a busy man An executive with a burgeoning inbox — or so I tell my wife. This week I… Wrote presentations Prepared for audits Attend stakeholder briefings Drafted investment proposals Wrote appraisals Reviewed budgets Socialised information Reorganised departments Hired new staff Brainstormed solutions Talked about customers Discussed automation strategies Visited suppliers Defined new […]
Are You Difficult to Work For?
Customer effort There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization. Whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score. If […]
Trust and Paperwork
Imagine you make bicycles for a living You have a supplier who provides you with all the bike chains you use. Every week, without fail you get a shipment of chains into your factory and every month you pay for them. How do you pay for your chains? Method 1. The three-way match: Employ somebody to match up: […]
Red Tape and the Duke of Wellington
Central Spain, August 1812 A message to the British Foreign Office in London from the Duke of Wellington: Whilst marching from Portugal to a position which commands the approach to Madrid and the French forces, my officers have been diligently complying with your requests which have been sent by H.M. ship from London to Lisbon […]
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