In one of my earliest experiences of heading up a project, I was fortunate to join a team that had been working together for some time. I learnt many valuable lessons about project management. You could say that the team trained me! Most critically, a manager needs to understand the vision for the project –…
Like the famous Aristotle quote, “the whole is greater than the sum of its parts”, choosing strategic and aligned partners can enhance your business’s position. Identify partners who share the same values in relation to customer service and your organisation’s culture. Choosing the right partners should result in a broader and more attractive solution set…
Organisations go to great lengths to improve their safety performance through staff training and mandating safety processes to reduce “safety incidents” and associated costs. So why is it they don’t put the same effort into making sure their customer service staff understand and practise customer processes effectively to reduce “customer service incidents” and costly re-work?…
People are an organisation’s greatest asset, yet many employees are demotivated with low levels of job satisfaction. Effective managers know that motivating their people pays big dividends with significant productivity gains, cost reduction and reduced staff turnover. Effective managers use tools and techniques to motivate, grow and keep their staff. Here are some key examples:…
As a business improvement practitioner, I’m asked these questions regularly, so I developed a practical and easy-to-follow framework called ‘4PT’ – People, Process, Partners, Projects and Technology. After several years of refinement using the methodology in my own business and seeing other businesses benefit from it, I realised there must be a way to share…
Businesses that invest in developing a Service Model can more effectively align IT with their business strategy to support powerful new initiatives with faster time to market. Hidden within your organisation are essential secrets to improving IT/Business alignment. The jewels lie within your data. Identifying high value data and relationship rules is the first step…
The HDAA is a fantastic organisation specialising in the Service and Support Industry that I have worked with for more than 10 years. HDAA provides its members with information and advice; relevant and current online content; a range of industry-related reports; consulting services; and training services including mentoring and workshops. In March, I had the…
Project failure affects many of us in business all too often. But this doesn’t have to happen to you! With over 30 years’ experience managing complex business IT projects, I decided to share my in-depth industry experience by publishing a book – Perfumed Steamroller – in the hope that my insights would help readers achieve…
The discipline of IT Service Management (ITSM) is based on the measurement and management of the IT capability in delivering IT systems to provide business services. Click here to read the full Blog
When you have worked on a team that performs and getting great results, you realize that teams or groups of people can band together for a common goal and really make magic happen! Click here to read the full Blog