blog.
In Control
Life is sometimes crazy, isn’t it? I mean, look at what we have gone through in just a few short months this year.
With all the turbulence of 2020 (the irony of hindsight is not lost in that number), we do see goodness emerging both in people and our planet.
Productivity in Crisis
There is so much fear-mongering around the COVID-19 (a strain of severe acute respiratory syndrome or SARS) pandemic. While the pandemic is real, the approach to quashing the virus is unrealistic and is damaging not only our economy, but our mental health, as well.
Simply stated, the disease statistics do not support the measures.
Motivational Posters - Fad or Comfort?
Is it just me or has anyone else noticed the overwhelming motivational posters, sayings, and related paraphernalia on various social media sites? Why on earth do so many of these things exist? And even more so, why does everyone feel that they need to share something motivational with the world all the time?
How Great Ideas Become Game Changers
Do you have a great idea? Is your idea the proverbial “game changer?” How do you know? Here are four criteria that you can use to evaluate your ideas…
The Competitive Edge
What’s your competitive edge? What makes you or your business the “one” to beat?
If you’re like most businesses, you probably say that you’re good at what you do or that you’re better than anyone else in your craft. That’s all well and good, but why should clients care?
Off Target
When Target came to Canada in 2011, not only were consumers surprised that the retailer opened up over one hundred stores across the country, but so was the business community. To do such a “big bang” approach, you either know what you’re doing or you’re taking a major risk. Unfortunately for Target, its major risk did not pay off.
The Lightness of Black Friday
According to Kevin Roose of the Daily Intelligencer, Black Friday is “a nationwide experiment in consumer irrationality, dressed up as a cheerful holiday add-on.”
It's hard to disagree with Kevin's assertion!
Service - Now!
When you’re in line waiting for service, how long is too long?
Studies show that on average, waiting more than three minutes is too long. And customers that wait more than three minutes? There is a strong likelihood that they are dealing with the only available service provider. If customers have choices, they will leave.
This is not good news for providers of service.
Six Steps for Achieving Quality
We all intuitively understand quality. It’s that “something” that makes us appreciates a product or service; but describing that “something” can be difficult.
From a customer’s perspective, quality is what the customer is willing to pay for. From the organization’s perspective, quality relates to a product’s or service’s conformance to specifications. And these specifications are not only according to what the organization prescribes, but they also relate to the customer’s expectations.
Types of Clients
Let’s face it. There are clients and then there are clients. The great clients (or customers) are those that are ready, willing, and able to work with experts to achieve organizational efficiencies.
And then there are clients who fall short on anything from initial meeting to following through with an expert’s recommendations – these latter clients are wasting not only the expert’s time, but their own, as well.
As experts in our various fields of work, we have all run into a variety of clients. Here are some of the more common types – if you’re a client, maybe you see yourself in one or more of these descriptions:…
Value and Billable Hours
Why do companies and individuals still insist on billing for services “by the hour?” If you are tracking billable hours, you are not being efficient. And, even worse, you are not providing the best possible service to your customers.
When companies focus on billable hours, it may be to the exclusion of other important activities, like building capacity to better serve customers.
Value: Defined
Lots of people are talking about value these days – especially in light of Lean culture.
The Merriam-Webster dictionary provides eight definitions for “value.” The definitions relate to market price, luminosity, and denomination. From a business perspective, value is related to market price and the customer’s perception of a fair return on an exchange.
Thriving or Surviving?
What is your worst case scenario? What will you do if: (a) you are unable to prevent it from happening, or (b) you are unable to mitigate the outfall from its actual occurrence?
What if the worst possible thing happens during your project, in your company, in your life? What will you do if you cannot prevent the thing you thought you could prevent?
It’s true. Sometimes even the best thought-out plans and prepared-for scenarios are beyond our control.
Kaizen to the Rescue
Successful organizational improvement initiatives depend on successful follow-up and maintenance. To this end, a very effective continuous improvement approach is Kaizen—“change for the best” or “good change.”
Kaizen is a Lean methodology that includes a set of activities applied continuously to all functions in an organization. What sets Kaizen apart from other improvement methodologies is that it involves all employees in the organization—from the CEO to the front line workers.
And it is easy to apply in any type of organization and to all processes within the organization.
Peak Performers: Not Always Good for Business
Are you a peak performer? According to organizational psychology, the five fundamental peak performance proficiencies are…
Customer Service
Organizations exist to serve customers. That's obvious. What may not be as obvious is that organizations in turmoil often forget this fact.
When an organization’s focus shifts from serving their customers to serving their own needs instead, problems arise. For instance, if your staff is exerting great effort to try and get customers to follow the organization’s internal processes, this is a problem. Typically starting in one area of the organization, this problem can permeate like a mushroom cloud throughout the organization. The results can be disastrous.
Time and Money—An Organizational Focus
Poorly run organizations waste time (and time is money). This inhibits the company’s ability to hit markets at optimum times. Allow me to give you an example..
Triage—Best Served Regularly
Triage helps us decipher between the important and unimportant and is essential to ensuring we do the right work at the right time and to/for the right person/thing. But be aware: Avoid the trap of triaging work just for the sake of keeping workflow moving.
Effective Leaders Enable Productive Organizations
As an effective leader, you know that certain competencies are necessary to your success on the job. Things like building yourself as a whole person (emotionally, intellectually, spiritually, creatively), building winning teams, being respectful of others to earn their respect, communicating effectively, inspiring others to build trust ... just to name a few. You may also know that proven leadership methods aren't always the answer in every situation.