18 Key Things For your Business and Your Customer’s Business I have read on many occasions peoples views on the best way to determine the level of service quality within a given enterprise. As early as 1976 Swan and Combs (1976) postulated that: “consumers judge products on a limited set of attributes, some of […]
Category Archives: Leadership
6 Leadership Skills in an Operational Setting
Before setting up my consultancy business, I held the position of Production Manager for a UK based technology company. They were a company of 90 employees. I worked with five peers to manage the day-to-day operational activity, I led a team of 16 shop-floor operatives who held technical skills in software development and technology integration. […]
Local Enterprise Partnership – Your Best Friend
Having spent many years supporting businesses in the UK with their growth ambitions, I am often asked my opinion about Local Enterprise Partnerships. LEP’s exist right across England and they serve a great purpose – simply put they do all the heavy lifting with the UK government on interpreting policy. This enables them to filter […]
Seeing CSR through New Eyes
The case for developing a strategy for change from within Often the appetite for adopting a strong, corporate socially responsible approach to doing business, is driven by shareholder expectations and the cultural norms that exist within an industry sector. To drive long term profitably by adapting work practices, that are seen to do good and […]
Business Visioning Workshops Get Results
I Love Rich Pictures There is no denying the impact that graphical storytelling can have on groups of people – particularly as it often transcends the borders of industry sectors and breaks down the barriers of language. Taking complex data sets and visualising them, produces some great insight. A good visual representation of an opportunity […]
Change Management – Four Modes of Innovation Led Strategic Thinking
How your business changes its strategic direction is often a source of great opportunity. But where can you find the font of knowledge that enables business innovation? Is it found in the minds of the seasoned industry experts, the fresh thinking MBA graduates, the experienced knowledge workers or is to be found in the very […]
Designing For the People of Tomorrow
An unsettling reality dawns I have two teenage children and many friends with similar aged children. I have detected a shared, unsettling question of ‘what will tomorrow be like for them?’ Some friends are heavily pushing their kids into medicine, science or engineering – nothing wrong with that, they are all great professions and offer […]
Innovation in Customer Engagement Technology
The customer whom is engaged in the retail experience is charmed by the story unfolding, enraptured by the spectacle and ultimately persuaded to make in store purchases by well-placed cues, triggers and props. Retailers use a variety of technological levers to assist them in this pursuit – to get the customer touching, listening, looking […]
What Is Strategic Planning?
All business processes differ in some way from one another. There are certain common characteristics that all busineses share. If you work strategically within the Operations part of the enterprise you may occassionally find the mix of work difficult to tactically deliver. How do you categorise different types of work and prepare for their oncoming? […]
Continuous Improvement – When Self-Service Gets Lean
Lean process improvement is a business practice that is centred on creating the most amount of value for the end customer, whilst eliminating wasteful use of resources in the process. In this article, Graeme Laws discusses the origins and application of lean manufacturing, in the context of his experience within the Customer Engagement Technology industry. […]