Most organisations put a lot of effort into creating strategic plans only to find that during the year their plans have become shelf-ware or lost somewhere in the bottom drawer. There are a few common mistakes we make in developing strategies and plans that don’t really help move us forward, here are my top two. […]
READ MOREWhich KPI Approaches Work?
In this Webcast with Stacey Barr we explored what the most common approaches to KPIs are and what criteria defines a performance measurement approach that really works. The audience were invitees from Australia and New Zealand and the enthusiastic group bombarded us with heaps of feedback and questions as went. The main thrust of the […]
READ MOREThis is why we like inaccurate good news
“Accurate bad news is far superior to inaccurate good news. Inaccurate good news causes us to make incredibly poor decisions that seem right at the time, but we don’t find out til much later”. David Binetti in a Lean Start Up Strategy presentation in 2015. It struck me as profound. Sometimes a simple insight can […]
READ MOREGet performance improvement from your management framework
Okay when we start to think and talk about frameworks for managing performance we tend to get all left brain and get all those algorithmic neurological processes buzzing around. However, getting a pragmatic framework in place for our organisation is a mix of left and right brain work, heuristic and analytic thinking. Many organisations […]
READ MOREPM’O’Phobia (or: the fear of performance measurement)
Are we experiencing an epidemic of people with a fear of performance measurement..? Yes, if you see resistance to using measures that actually matter… So let’s define a phobia – type of anxiety disorder, usually defined as a persistent fear of an object or situation in which the sufferer commits to great lengths in avoiding, typically disproportional to the actual danger […]
READ MOREMeasure the influence you have, and realise the benefits – lessons from the NBA
By going beyond what the National Blood Authority (NBA) could control, and by focusing on what they have influence over, the NBA have delivered around $600m savings to government over the last six years. I attended the Enhancing Performance Measurement in the Public Sector recently in Canberra – and a real highlight was the presentation […]
READ MORELet’s Ban KPIs
Or perhaps more specifically, let’s ban how we are currently using KPIs. We use guess-work to identify KPIs, they don’t tell us what our priorities are, we fudge the numbers and confuse improvement goals with business-as-usual. This post was inspired by a friend who works in the field of customer analytics and is particularly gifted […]
READ MOREReflections on the Leader’s Edge Luncheon with Greg Hywood
Fairfax Media is a 185 year old newspaper company, that over the last 6 (or so) years has transformed itself into diversified media business. So as well as The Age, the AFR and Sydney Morning Herald, now also think of Domain, Stan and RSVP, amongst others. Greg Hywood is the CEO and Managing Director of Fairfax Media, he presented at the […]
READ MOREYour targets are hurting your customers – lessons from Wells Fargo and Youi
The issue of how we use sales targets and KPIs has raised its ugly head again. Wells Fargo in the US blaming sales targets and sales managers for opening large numbers of false accounts, resulting in huge fines and mass sackings. The big issue though – they have lost the trust of their vast customer base. Also in Australia, Youi are allegedly caught […]
READ MORECompetition needs to be external, not internal.
For the sales and service leader to maintain motivation and productivity, there is one key principle: competition is external to the sales and service team/s. Competition and rivalry only belong in the market place, not within the sales or service team or teams. Sure, it is common practice for managers of sales and service teams […]
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