Customer Service: When will they ever learn?
It was a day when the words of the old song came to mind! The lesson began when I read that, after the 9/11 attack … Read more
costs
When will we learn?
When will we learn, or, as Bob Dylan put it, “When will we ever learn?” That is the question I found myself pondering after reading … Read more
Human Capital Reporting: Breaking the Impasse
A third of FTSE 100 companies are withholding vital workforce related information from their annual reports, including skills challenges and employee turnover. New research from … Read more
Why Valuing Employees Makes Sound Business Sense
The 3 P’s – Product, Process and People – are defined as the key elements of any organisation. Yet service is an integral part of product – and even THE product in a service organisation – while process also necessitates some human intervention somewhere along the line. This means that people are actually key to all three elements. Surely, this has to make people your most important asset.
In which case it seems imperative that you should account for, manage and treat them as such.
Customer Experience: Are You Setting Up for Failure?
Thus the slip between cup and lip, strategy and implementation, can be enormous if your focus is wrong and your people are not fully engaged. So make sure when you set customer experience as a measure that it is something over which you have total control and that you are not setting yourself up for failure.
Do You Really Want Contract Workers?
It started before the “Great Recession” but that period of economic history has seen it proliferate even more. Certainly reports suggest the trend of hiring … Read more
Redundancy: When will they ever learn?
As long as you continue to manage people as costs, rather than as assets, redundancy will always remain an attractive option. Even if redundancy is not a “knee-jerk” reaction to bad performance it certainly can seem like it. At best it reflects badly on management and calls into question their ability – and therefore their right – to oversee a large organisation. Why?
When Policy Plays Principle!
You have to hand it to the government for trying. On the face of it trying to improve productivity by enhancing employee engagement through employee … Read more
Aaarghh! It’s enough to drive you nuts!
Chocolate-box pretty! That was our garden when the cherry tree blossomed: the symbol of summer finally arrived. Then last year – nada! Absolutely nothing! We … Read more
Lies, damned lies, statistics … and accounts?
You see these accounts showed that operating profits had grown by 1.487 billion currency units over the 10 years. Pretty impressive, I am sure you will agree. However, during this time – the same 10 years – the accounts showed that the staff costs had decreased by 2.014 billion currency units. That means the staff cost savings were 136% of the increased profits, due largely to average employee numbers being reduced by 110,000 people.