There are lots of tools out there I don’t mean that in a derogatory way. I mean process improvement tools: 5S, control charts, swim lanes… those sort of tools. There are also lots of people who know how to use those tools. It is easy to recruit staff who can bring a toolbox stuffed with approaches […]
Rule 8: Train Your Staff
Your staff’s performance varies Some know how to stack shelves faster than others Some know how to negotiate a sale better than others Some know how to resolve a query more effectively than others Some know how to welcome customers more warmly than others Some variation is helpful — there would be no test and […]
Five Useful Questions
This is a guest post. One of the marks of great leaders is that they ask great questions. How did they learn those great questions and where could you learn some to ask? Five great questions Mike Rother at University of Michigan has pulled together a set of five very useful questions that prove remarkably […]
Are You Cruel to Your Children?
I tore into my 10 year-old-daughter yesterday. It wasn’t a half-baked telling off. It was a full on balling out. I was so angry, I must have screamed at her for 10 minutes. The poor little mite was in floods of tears by the time I finished. She sobbed for half an hour. Why was I […]
When Will You Die Daddy?
A charming question asked me by my 4-year-old daughter this weekend. I didn’t know the answer so I had a search in line for some statistics. In Ancient Rome life expectancy at birth was 28 years old. If you made it through your first 15 years (avoiding all the horrific causes of child mortality) you […]
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