This is a guest post by Bill Flury A good idea We were discussing how we could get started with the business of process improvement. Somebody said: “Hey! I’ve got a great idea! The Quality folks are always telling us that we should lookout for better ways to do things. Let’s hold a series of […]
Should you go to Work in Your Slippers?
How would it be if you could come and go at work just as you pleased? If nobody checked your hours, if you didn’t have to attend meetings and if the only stick you were measured by was the results you achieved? If you believe the articles the American retailer Best Buy has created that […]
Call Centre Metrics the Zappos Way
This is a guest post by Ashley Furness Zappos is renowned worldwide as a standout performer in customer service, partially for the e-retailer’s unique approach to customer performance and productivity management. Zappos invests in its call centres, seeing them not as cost, but as an opportunity to market. Recently, I sat down with the company’s […]
Continental Management Reviews
I hate driving on the continent. It’s hard work. It isn’t just the fact that foreigners will insist on driving on the wrong side of the road (though that doesn’t help), the real problem is that I am constantly bombarded with information that I don’t quite understand: road signs, billboards, lane markings, traffic lights… and […]
Why E-mail is Like Oil
Let’s be brutal here: you’re probably buried in e-mail. And like crude oil, e-mail can be a sticky, annoying substance that’s practically impossible to clean. We need e-mail to get things done, but it seems like an endless, yucky mess. The funny thing about oil is that while spilling a little bit is a problem […]
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