Over the last 25 years of advising executives on business strategy, organizational readiness and governance, Susan has uncovered leading indicators that predict exactly where organizations will fail in their ability to execute change. The goal of the presentation is to show ways to leverage Susan’s expertise to keep you, and your clients, successful.
International Payroll Projects – My Top 10 Lessons
I recently was involved in a conversation on LinkedIn about experience in, and lessons learned from projects to standardise payroll solutions across multiple countries. Below are my top 10 lessons. I would also be interested in hearing back from others on their key lessons learned from international payroll projects.
Shine Some Light Into Your Outsourcing Box
I listened to BBC Radio 4’s Today Programme a while ago. It included some criticism of the UK Government’s ‘black-box’ approach to outsourcing within its Welfare-to-Work programme; where outsourced service providers are paid by results. Whilst no doubt some political points were being made, the claim was that the lack of scrutiny of how the outsourced service providers were performing their work resulted in unemployed people being pressured into self-employment, even when their enterprise was doomed to failure. Short term results or outcomes are achieved, but the underlying problem is not addressed.
5 Pressure Points faced by Contact Centre Leaders
Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer interactions Multi channel everything Fast increasing customer expectations A shift from one size fits all The rise of influencers With this as the backdrop and ever … Continue reading →
Kanban from the Inside: 7. Understanding
The seventh in a roughly weekly series of short excerpts from my book, Kanban from the Inside. A Pattern for Purposeful Change: Lets make the understanding principle more concrete. Start with what you do now, understanding the purpose of the system, how it serves the customer, how it works for those inside the system
Will Chocolate Save the World?
Keep an eye on chocolate. It may save the world. In the scenario planning discipline we call side conversations about potentially big things a weak signal. It is an early cry of “wolf” in a world filled with potential catastrophes. Sometimes, that cry is heard, and in the case of Rachel Carson’s Silent Spring, DDT was eradicated, albeit not until a decade after the book. But through action, Carson, the Environmental Defense Fund and thousands of individuals moved the federal government to a banning of DDT.
The Tens—Ten Factors Influencing the Future of Hotels
Hoteliers will need to pay attention to a number of factors as the global market shifts East, grows older (and younger) and expects more for travel investments. Hoteliers that leverage these factors as opportunities will find themselves at the top of their markets over the next several years, while those who don’t will struggle for relevance.
Walking A Mile In The Shopper’s Shoes: IR Digital Design Conference
Last October, RSR published a benchmark report entitled Retail Growth Strategies in 2014 (sponsored by IBM and Oracle[1]), and it contained a surprising finding, that the overall response group rated “more physical stores in existing markets” than “more physical stores in new geographies” as “high value” opportunities, 61% vs. 54%. But as is typical in […]
Does the Brand Promise Matter For The Customers?
Before getting into details of brand promises, let’s take few seconds and think about it. Do brand promises mean anything to you? Do you hold companies accountable for them or are they just part of the marketing noise? And what about people working in your company, do they care about the brand promises your business gives?
The Tens—What To Do With Scenarios When Scenario Planning Is Done
Download the PDF here: Scenario planning is one tool that helps individuals and organizations view the world more strategically. Building scenarios is a means to an end, not an end of its own. By applying these ten ideas organizations will ensure their scenario investment retains its value and maximize the utility derived from the process. …
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