change management

Organisational Development: What OD really is

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It is natural whenever you come across a definition (on a subject that interests you) to try to put it into your own words. That … Read more

Light in dark times

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Sustainability has to include sustainability of the organisation itself. Paradoxically that demands an external focus.

Poor Customer Service: What is it with banks?

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It is not the customer who is the source of profit, but the service provided to customers.

Naked Nights: Diary of Customer Service on a Trip to Tunis (5)

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Lessons: Service Hell versus Helluva (Good) Service My latest trip to Tunis was a marked contrast to my previous 3 which had all been uneventful … Read more

Naked Nights: Diary of Customer Service on a Trip to Tunis (4)

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Day 6: The Return Thus it was that 5:30 a.m. the next morning saw me sitting on my computer bag trying to fit in all … Read more

Naked Nights: Diary of Customer Service on a Trip to Tunis (3)

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Days 4 and 5: Plumbing the Depths. It seemed that my faith was futile. The next 2 days brought more of the same. I persisted … Read more

Naked Nights: Diary of Customer Service on a Trip to Tunis (2)

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Days 2 and 3: The Saga of Socks and Shoes. Unfortunately over the next couple of days things got worse. At the end of Day … Read more

Naked Nights. A Diary of Customer Service on a Trip to Tunis. (1)

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Arrival and Day 1     It has to be every traveller’s nightmare! Dread turned to disbelief and then rapidly to dismay as the luggage carousel … Read more

Business Balance and Life’s Teeter-totter

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As human beings one of the biggest ongoing battles we face is the balancing act between self and society. The struggle between selfishness and selflessness … Read more

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