Leadership teams often give customer focus and learning from measures lip-service. Woolworth’s learned the hard way that ignoring customer feedback, neglecting your performance measurement framework and blaming staff was costly. Leaders need to use the measurement system as a listening post, and measure what matters, Over recent months there have been numerous articles about the […]
READ MORECoaching for Performance.
“Performance management” brings very unpleasant experiences and consequences for managers, team leaders and team members. Coaching for performance is the new model. The current practice of the annual or six-monthly review is coming to an end. Replacing it with coaching for performance will bring genuine human relationships based on trust back to the workplace. […]
READ MOREWe need those people to buy-in..!
 We often use the term buy-in as an idea that is about selling ideas to people, employees that need to engage with a strategy or idea. However the more we try to get people to buy-in, the less they will. Resistance increases the more we push. We need to create environments where people can […]
READ MOREHow to make your KPIs meaningful.
To make our KPIs more meaningful, the first thing we need to do is change our approach. It is how we use KPIs that causes most of our problems with them.  Like other management approaches, we need to use a proven methodology for our KPIs, performance measures and continuous improvement. Where KPIs come from […]
READ MORECustomer-centricity the number one issue for Australian CEOs..?
The Australian Institute of Management identified the key issue for Aussie CEOs in 2015 as “customer relationships”. CEOs have recognised that customer-centricity is a key issue for the future of their organisations. The research identified that CEOs were “kept awake” by “big data analytics, cyber security and the cloud”. Quoting the article, “Dr Malcolm Johnson […]
READ MORECustomer Experience Trumps Customer Service Every Time
Customer service has been a focus for organisations for years. Improving service can be a differentiator between alternatives available to your customers. Customer experience now brings a new angle to the focus of service delivery. With customer experience as a goal of service, we can reach the hearts of our customers. In our work culture […]
READ MOREBreak down the silos…
“Break down the silos” . This is a term we all have heard, and many of us have said it. Why is it that we hear it so often..?  Most change efforts see silos as one of the biggest challenges..? Why is it that we all know we need to collaborate more, but those darned silos. […]
READ MOREWhat’s your purpose..?
Leadership and purpose are critical to maintaining motivation. We all want to do meaningful work. To feel that the work we do makes a difference to someone. In organisational contexts, the leadership role is important to setting and maintaining this focus on meaningful work. Individual purpose is just as important. Background to this story […]
READ MOREEmbedding Change and Cellular Renewal
Change management methods and practice often focus on the preparation and changing phases. This is often seen as the exciting parts. The planning and doing of the change effort. However, no change effort is complete until it is embedded into everyday work practice and habit. Embedding change often takes three months. There is an uncanny […]
READ MOREAre you a MFZ or a TMK..?
From working with organisations on making their performance measurement more meaningful, a common complaint is that “we have too many KPIs”. The opposite sometime occurs, where some people say they are a measure free zone. Which really means they have data, but are not measuring. Too many KPIs..? Change your approach. Measure free zone..?  Change […]
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