Focus on influence not control. 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. A great example of using results as the focal point and measuring progress. Background and context I […]
READ MORELet’s Ban KPIs
Let’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 […]
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. Greg 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 MORECMO Momentum
The CMO Momentum delivered heaps of insights for marketing teams on customer experience and the skills teams need now to remain relevant. Airbub, Suncorp and Nude by Nature shared case studies and examples about the new age of marketing and the growing need for the CMO to be customer centric. I was asked to […]
READ MOREKPIs and Dashboards for CPA
Business leaders often struggle with making KPIs meaningful and also how to make sense of their dashboards. KPIs have to be linked to strategy, the results we want to achieve. Dashboards have to be user friendly, which essentially means answering three questions (1) what is performance doing, (2) why, (3) and what now? The […]
READ MORELessons from Woolworths – customer focus and measure what matters
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 […]
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