Pursuing ” ‘Killer’ Service”
“Good customer experience can insulate businesses from the effects of competition on their margins.” (John Hughes: Director of Awards Management) It was no … Read more
People Management
Do You Offer “‘Killer’ Service”?
Of course you cannot answer that question without knowing the definition of “killer”, which in any case is one of those subjective, non-quantifiable and hence … Read more
The Great Management Paradox – Solved
One of the greatest ironies of current, early 21st Century management seems to be that, at the very time management are recognising the value of … Read more
Is Management Really on Board?
One of the primary workplace demands is for greater responsiveness to change. It is widely accepted that organisational success is increasingly dependent on the ability … Read more
It’s been a long time coming!
The term “Human Capital” was first used by Adam Smith in his seminal work “The Wealth of Nations” published in 1776, yet it has taken … Read more
Human “Beings” – not Human “Doings”!
Wow! This phrase really resonated with me when I came across it in one of the newsletters I receive regularly. I don’t know about … Read more
People ≠ HR
This headline is taken from the 2007 report on the results of a global survey by Deloitte Touche Tohmatsu and the Economist Intelligence Unit on … Read more
Filling the big hole and remaining competitive
“Companies are losing leaders at a faster pace than they are producing them. More than 30 million managers and leaders will be retiring within the … Read more