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What did Tony Blair do for Customer Service?

11 April, 2011 by James Lawther Leave a Comment

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 […]

Filed Under: Blog, Employee Engagement Tagged With: compliance, empowerment, process control, video

Fresh as the Moment when the Pod went Pop

22 November, 2010 by James Lawther Leave a Comment

All companies obsess about something, their USP, their IP, the thing that they can do that nobody else can. I used to work for Birdseye, the frozen pea people. They used to obsess about getting the peas out of the field and frozen within 2 1/2 hours. They had a panel of pea tasters who […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, continuous improvement, innovation, marketing, revenue generation, video

The Stretch

9 November, 2010 by James Lawther Leave a Comment

How should you manage a stretch?  We all have them.  A whopping great big number forced in on top of our budgets. A couple of options: 1.  Divide and conquer:  split the two or twenty million up between departments and set them up against each other, Mano a Mano.  See who succeeds and who fails. […]

Filed Under: Blog, Employee Engagement Tagged With: cost saving, silo management, teamwork, video

Gobbledygook

10 September, 2010 by James Lawther Leave a Comment

I received an e-mail that said this: “I consider this as more of a requirements workshop than anything i.e. us understanding the service, current commitments to clients, the demand, the customer base, the performance measures and indicators, the resource expenditure etc and coming to an initial view on how this could be accommodated. I don’t […]

Filed Under: Blog, Employee Engagement Tagged With: clarity, communication, complexity, jargon, video

Is Success a Waste of Time?

7 September, 2010 by James Lawther Leave a Comment

Two quotes and a video to think about: “A failure establishes only this, that our determination to succeed was not strong enough.” Christian Nevell Bovee “Doing a thing well is often a waste of time.” Robert Byrne I suppose the trick is being clear what you regard as success. Photo by Markus Spiske on Unsplash

Filed Under: Blog, Employee Engagement Tagged With: continuous improvement, innovation, motivation, video, waste

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