Category Archives: service delivery

Unsung Hero

I read recently a passage from a book, South Latitude by F.D. Ommanney, which was written in 1938 following a trip to the Antarctic continent in the late 1930’s. There is an interesting contemporary review from the Spectator Archive and an … Continue reading

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Five ways to improve customer communications

How good is your organisation at communicating with its customers? Here are five tests to assess your customer experience maturity. In many organisations departments are working towards short-term silo based targets. If so, they might behave in the following ways: … Continue reading

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Turning negative thoughts into positive action

I have been an interim manager for more than 10 years and… I was recently chatting with a potential client about my assignments. We identified eight projects where ideas, influence, persuasion and a positive outlook were key factors. Here is … Continue reading

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Truly Excellent Customer Service #2

Last Friday I decided to be proactive and booked a Saturday night out at the cinema. Just two of us and a romantic French movie called Rust and Bone. So far so good and we left in plenty of time to arrive at … Continue reading

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On Teamwork #2 – The unsung Hero

Yesterday evening I visited the Barbican Concert Hall in London to hear Andreas Scholl sing two of Bach‘s Cantatas, accompanied by the Kammerorchesterbasel from Switzerland. It was a superb evening, worth every penny of the ticket price and every ounce of effort … Continue reading

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Are Interim Managers too expensive?

Having been an Interim Manager for more than 10 years, I have worked in many organisations on a  daily rate basis. Sometimes, I am regarded as an expensive resource. With senior stakeholders, it has often been helpful to highlight that … Continue reading

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Eight Steps for successful Change

Getting change right is difficult. Doing it wrong is much easier. Here are eight steps that you can take to try to avoid making the mistakes of any number of change programmes. These tips are in not in any particular … Continue reading

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Do you need Cloud Computing?

Cloud computing is a term that still means very little to most non techie’s. You may also hear staff saying that your business needs Citrix, (one of the most common enablers). So what is this all about? The compelling advantages … Continue reading

Posted in being efficient, cost cutting, customer service, Information Management, leading change, leading change management, service delivery | Tagged , , , , , , , | 2 Comments