Providing effective customer service necessitates comprehending how the customer’s mind works and what drives their choices or actions. Measuring and improving service quality is crucial for enhancing Customer Satisfaction, Customer Loyalty, and overall business success. This involves collecting customer feedback, analyzing performance metrics, and implementing targeted strategies to enhance Customer Satisfaction and exceed their expectations. […]
About Mark Bridges
Mark Bridges is a Senior Director of Strategy at Flevy. Flevy is your go-to resource for best practices in business management, covering management topics from Strategic Planning to Operational Excellence to Digital Transformation (view full list here). Learn how the Fortune 100 and global consulting firms do it. Improve the growth and efficiency of your organization by leveraging Flevy's library of best practice methodologies and templates. Prior to Flevy, Mark worked as an Associate at McKinsey & Co. and holds an MBA from the Booth School of Business at the University of Chicago. You can connect with Mark on LinkedIn here.Author Archive | Mark Bridges
The Cynefin Framework
Decision Making in challenging situations isn’t easy. The decision on how to approach and respond to a problem varies depending on the circumstances. Decisions necessitate a tailored approach, which should help avoid making a fatal decision with irreparable consequences. The Cynefin Framework is a model to assist in making effective decisions in dynamic contexts. It […]
The Viable System Model
Traditional organizational structures and management practices are characterized by a hierarchical model in which control and direction come from the top. These structures and practices have become obsolete and cannot adapt in response to volatile market conditions. Another issue with this traditional hierarchy is inadequate and sporadic communication between the various tiers of the organization. […]
BU-driven Organizational Workforce Planning
HR leaders excel at Workforce Planning at the business unit level, but face obstacles when it comes to effectively integrating their insights. By understanding the complexities of how business unit input is incorporated into the creation and implementation of workforce plans, HR leaders can gain the ability to steer a unified and effective organization-wide Workforce […]
The OODA Loop
Decision Making is critical for every business. Military strategists apply their training and experience to devise battle plans and make quick decisions aimed at achieving specific objectives. Military strategies, concepts, and practices have found widespread application in businesses as well as everyday life. Writings, memoirs, and experiences of famous military historians and strategists—such as Sun […]
7 Skills of Knowledge Work
Humans in this day and age operate in Knowledge Economies, where the ability to acquire and apply knowledge is crucial for personal and economic success. Acquisition and application of knowledge has 4 broad categories. Each knowledge category represents a different aspect of knowledge: Know-what, Know-why, Know-who, Know-how. Knowledge work has become a crucial aspect of […]
4 Archetypes of Self-awareness
Self-awareness is a critical component of personal growth and development, as it allows individuals to analyze their strengths, weaknesses, and values, as well as the manner in which these attributes affect the people around them. Self-awareness is a critical skill for effective Organizational Leadership. Leaders who possess a high level of self-awareness are better equipped […]
Liddell Hart’s 8 Maxims of Strategy
Sir Basil Henry Liddell-Hart (October 31, 1895 – January 29, 1970) was a British strategist, historian, and one of the world’s foremost military thinkers. B. H. Liddell-Hart was a prolific writer and wrote extensively on military strategy and tactics. Liddell-Hart’s work titled “Strategy” is considered one of the most important works on military strategy of […]
5S Keys to Successful Change
In the wake of disruption and intense competition, businesses need to keep changing and innovating in order to survive and thrive. Although change is integral to the growth and profitability of an organization, it is often resisted by individuals and groups within the organization, making it a challenging undertaking. Change Management refers to the process […]
Consulting Competencies Circle (CCC)
Each year, a large number of business professionals make the decision to leave their corporate jobs to pursue independent consulting. To them, a career in independent consulting means having a flexible schedule, being one’s own boss, or a way to realize their real potential. For some people, independent consulting implies doing what they are truly […]
Performance Improvement
Performance is a set of actions taken by an individual, a group, or an organization that result in something that the recipient values. Performance, in an organizational context, can be defined as the combination of work activity and results achieved by an individual, a team, or the organization as a whole. We can define results […]
Change Transition Management
Every organization has to face radical Change in its lifetime. In this Digital Age and with increasing macroeconomic disruptions, Constant Change seems to be the norm these days. Managing the complete change process in times of uncertainty is crucial in getting through the Change successfully. Although continuous Change is the norm now and the most […]
