As a manager in big companies I hated workplace politics. Among colleagues you compete for scarce budgets, scarce people and scarce promotion opportunities. This does not bring out the best in people, creating a lot of wrangling and maneuvering. Sometimes it even seems that internal competitors are more vicious than competitors in the market. Individual agendas […]
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We recently had the opportunity to speak with the two co-founders of TheConsultantLounge.com, Laura Woodroof (picture on the right below) and Martina Segerer. TheConsultantLounge is an online and offline community for smart and passionate management consultants who were looking to expand their network and share their experiences across the broader consulting ecosystem. Both Laura and Martina are seasoned consultants with combined […]
Many of us have heard the old adage “What gets measured gets done.” Organisations are awash with KPIs–key performance indicators. Variously attributed to 19th Century UK Prime Minister Benjamin Disraeli and American author Mark Twain the oft-quoted phrase, “There are lies, damned lies and statistics,” reflects justified cynicism about the cult of measurement. The greatest […]
Between 2002 and 2008, I was employed by British Telecom as the Central Regional Sales Director. This afforded me the ability to influence, coach, mentor and deliver results through a staff of over 300; across 2 call centres and Field based consultants. I wrote this article a few years ago but never published it, but […]
Don Schwerzler is arguably the world’s leading expert on family business. In fact, he has been working and advising in this field since 1967, a track record of almost half a century. Don has been published in many leading business magazines, newspapers, and trade magazines. He is also the founder of the Family Business Institute and runs […]
As 2014 wound down, I took the time to pause, and look ahead to what top customer service trends will surface in 2015 and beyond. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and pre-emptive […]
Ethical decision-making and leadership are the basis of ethical organisations, corporate social responsibility, ‘Fairtrade’, sustainability, the ‘triple bottom line’, and other similar concepts This article introduces the concept and reasoning behind ethical leadership and ethical organisations. Ethical principles provide the foundations for various modern concepts for work, business and organisations, which broaden individual and corporate […]
Company websites serve businesses in a variety of ways. To some, it’s the mecca that showcases all of your best work. To others, it’s a way to capture leads. However you categorize your company website, the fact is it projects your brand’s digital presence. It can also be a helpful tool in serving customer needs […]
Since Monday, 9th January 2015, my free Flevy download Practical Framework Approach to Change has been downloaded over 500 times. The document contains just a “snapshot” of my approach, rather than going into any explicit details about the tools and techniques related to each of the framework components. The level of interest shown has spurred me into writing […]
When you enable employees to collaborate freely, you set the stage for business growth. Many people don’t feel like their employer facilitates collaboration, however—in a worldwide survey on workplace communication conducted by Queen’s University, 39 percent of respondents felt their organization didn’t collaborate enough. These findings indicate a desire to work together and communicate effectively, […]
Balanced Scorecards tell you the knowledge, skills and systems that your employees will need (learning and growth) to innovate and build the right strategic capabilities and efficiencies (internal processes) that deliver specific value to the market (customer) which will eventually lead to higher shareholder value (financial). –– Robert Kaplan & David Norton In 1990, Art […]
So now to tackle another much debated change subject–that so-called 70% failure rate. How many times have we seen LinkedIn posts and discussions talking about this subject? As many as Change Management Methodologies, Project Management vs Change Management, and Change Management Certification!!! Before we start in earnest on the subject, let just have a look at some of the […]
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