Here is a quote I like: Not everything that is faced can be changed, but nothing can be changed until it is faced. – James Baldwin There is a lot of truth in the statement, we aren’t very good at facing into the truth. We sugar coat issues, we down-play the negative and talk up […]
You are a Very Naughty Boy
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 […]
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