Performance management I was talking to one of our HR managers the other day. He was ranting about one of our employees. This employee (let’s call him Frank) has been struggling for a while, his attitude is a little, how can I put it, negative, he always has a reason why things can’t be done […]
Nasty Evil Wallboards
Call centres fall into two categories. Some have wallboards, they show how the operation is performing They show call centre agents how many customers are in the queue, how many customers have been answered, how many have hung up, how long customers are waiting… You get the idea Other call centres don’t show wallboards, it […]
Pink Shirts and Bullwhips
People wear pink shirts, they like pink shirts, but there are really only so many times you can wear a pink shirt in a week. The market for pink shirts is pretty much stable. This is a problem if you sell pink shirts for a living. The solution, run a promotion, 2 for 1, give […]
Monday Morning
It is nine-o-clock on Monday morning, you have just sat down at your desk. What goes through your mind? Do you sit and think of all the ways you could out-do yourself? Do you work through and plan out ideas to improve performance? Do you worry about how you are going to be cheaper, faster […]
Stating the Bleeding Obvious
The diagram below shows a cross training chart. It is a nice simple representation of who has been trained to do what. If the circle is empty the person has been trained, if it is full then they have also shown they are competent or passed a test. The idea is you print out a […]
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