Driving Enhanced Customer Experience
There has been a quiet revolution over the past decade or two. I am referring to the shift from “Customer Service” to “Customer Experience.” This … Read more
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Slip the Surly Bonds of Misguided Management Theory
You cannot help wondering what management lessons need to be learned from the Grenfell Tower Fire disaster. Undoubtedly the Inquiry will highlight many. Yet it … Read more
Who Didn’t Voice Their Concerns?
If you think about it, no organisational failure of any magnitude can come as a surprise. Someone, somewhere, was aware that things were not right. … Read more
Management Evolution: Where do you stand?
You probably know that, if you put a frog in cold water and slowly heat it, it will eventually boil to death. This fact was … Read more
Nothing to Lose and Everything to Gain!
“Mine!” “No! Mine!” How often have you seen that scenario play out? I certainly found it a recurring theme over the holidays as I watched … Read more
Busting Bureaucracy by Eliminating Hierarchy
Rather ironically, hours after posting my blog last week (Cats, Caterpillars and Business), I received reinforcing information that substantiated all my points. And from no … Read more
Cats, Caterpillars and Business
Have you ever noticed how sensitive a cat’s fur is? Barely touch a sleeping cat and it will twitch where you touch it. It’s purely … Read more
If “No Man is an Island”, then “Every Individual Matters!”
As a human being you cannot survive on your own. It doesn’t matter how capable or self-sufficient you consider yourself to be, it is practically … Read more
A Better Way than Worker Cooperatives and ESOPs
And that is not all. You might even go so far as to say that, rather than espousing the “socialist” label so often associated with worker cooperatives, the ‘Every Individual Matters’ model takes the capitalist imperative to a new level and extends all the benefits of the capitalist model to your employees. It recognises and rewards the investment of both investors and employees, and ensures they work together to reap the rewards of their mutual contributions in a more effective, more productive and less wasteful system.
Meeting the Most Pressing Human Capital Needs
What are executives’ major concerns these days? I was grateful to get a fresh insight recently when I obtained a copy of the Deloitte Global … Read more