…ts in the way of performance. Do something about it. 4. Act on customer complaints. 5. Get people the resources they need, if they need software or spanners or soap powder I should buy them software or spanners or soap powder. Which is the better solution? Now I shouldn’t jump to conclusions without understanding the problem, but… I’d better get busy tomorrow. Anyone seen my gym pass? If you enjoyed this post click here to have the next del…
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KISS
…recorded message telling me that it didn’t open until 8:30. I then went back to the ticket office and bought a second £131.00 ticket. Needless to say I am now in lengthy correspondence with East Midlands Trains. The source of all this pain and despair? People making things too complicated. I perfectly understand the need to enter a code or my card to get the ticket, but both? In the 14th century William of Ockham created his razor (rule of thumb),…
A Bum Question
…f aware? Do I show a drive for results? Am I an inspirational leader? Do I communicate openly and honestly? Am I receptive to feedback? Please provide any other comments you feel would help with my development These are the corporate equivalent of the bum question and you cannot avoid them. (The exception is “other comments”, which you should only fill in if you have handed in your notice, paid off your mortgage and have a king-sized axe to grind….
Do Targets Work or Not?
In summary: I hope the last two posts have demonstrated admirably that: Targets work Targets don’t work I also trust that is nice and clear. So which is it? The problem isn’t the target, it’s the culture. Do you have a culture that accepts that failure is inevitable when you are pushing the boundaries? Does your culture treat failure as an opportunity to learn? If so, targets and goals will work beautifully. To use a rather hackneyed quote: If yo…
Call Centre Forecasts: Don’t Waste Your Time
…in a Ferrari. Try as they might they will never get it consistently right. 100% accuracy won’t solve your problem But what if your forecasters were always 100% right, could you answer all the calls then? Would you be able to get all the people into the right place at the right time to answer the calls? Or is customer demand so volatile that you are on a hiding to nothing? Demand volatility There is a simple way to see how volatile the demand is…
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