Guiding Principles are any principles or precepts that guide an organization throughout its life in all circumstances, irrespective of changes in its goals, strategies, type of work, or the top management. – The Business Dictionary Core Values, Guiding Principles or Social Contracts… what matters most is not the name you give them, but rather how [...]
In a recent McKinsey Quarterly survey of 2,207 executives, only 28 percent said that the quality of strategic decisions in their companies was generally good, 60 percent thought that bad decisions were about as frequent as good ones, and the remaining 12 percent thought good decisions were altogether infrequent. In another independent survey only 33% of senior [...]
“To sustain high performance, organizations must build the capacity to learn and keep changing over time.” What does a healthy organization look like in your mind? Employees finding meaning through their work? Customers finding transforming experiences through their interactions with you? Investors & shareholders making a difference through their investments? That’s what it should look [...]
“It’s time for your Mid-Year Review; Half the year is already over – will you be able to look back with no regrets? Learn the top 3 things you must do NOW to make sure you finish the year strong.” That was the opening line from Verne Harnish’s weekly newsletter that caught my eye, and whilst [...]
If you haven’t noticed lately, it’s a new age for Customer Service.. where “complaints management” alone just won’t cut it. It’s a Customer Experience Economy, competition is fierce and you just can’t afford to become the next “United Breaks Guitars” viral video. Imagine a little “hick-up” in your customer service.. and the next thing you [...]
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