At the end of the day employees are people and employee engagement is ultimately about nothing more than how best to deal with your people; by treating them as human beings. After all, as Conant clarified, they are what ultimately determine your success.
The divide between leadership and management is being perpetuated and exacerbated by our modern systems.
Increasingly sophisticated systems have accelerated business to the extent they have thrust decision-making ‘down-the-line’ and created what is popularly called distributed leadership or decision making. That is a good thing, but unfortunately, with their built-in and rigid controls to anticipate and cover every possibility, they have, paradoxically, also taken away the decision making capability from the people who operate them.
Rigid rules bankrupt customer service and ultimately businesses too!
It is not the customer who is the source of profit, but the service provided to customers.
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
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
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
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
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
We all know, and it is universally acknowledged, that globalisation has dramatically increased competition and created unprecedented demands to be more responsive to customer needs … Read more