Service corporations rise and fall, not through poor delivery or for lack of talent but most often because of a poor client experience. Any product or service engagement should have a plan that assures continued client satisfaction and addresses how the client will perceive the services offered. Following is my model for a repeatable process that promises both happy clients and long term advocates.
When I first learned of the principles of Agile software development I thought the entire globe had turned upside down… and I loved it. Little did I know there was a better way.
The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow.” William Pollard
What happens when a company fails to innovate?
RIM, the maker of BlackBerry, is in big trouble. Sales of its handsets are down 30% over the last year and recently released earnings show them missing their projections by $1 billion (that’s with a “B.”) The media and investors have been merciless in their criticism of the company’s operations and it’s not without merit.
Why has a phone synonymous with business failed to remain competitive in what was previously thought of as a one market space?
What can managers do to minimize the chances of losing valued employees and reduce employee attrition levels? Should any action be taken or is attrition just part of the environment? Here’s nine ways strong leaders work to include employee retention strategies as a part of their operations plans.
This presentation is an excerpt from a speech delivered in September 2011. The topic was on shaping leaders to manage globally.
Innovation has been a hot topic for business leaders for several years but for too many people it can mean different things. I define innovation as the introduction of a new idea that forms a product, process or service. For organizations, innovation is the enabler of growth and is the stepping stone to new frontiers on the web, across the globe and in a variety of partnerships and relationships. But many organizations are overwhelmed with work and face a talent shortage in the key aspects of their business.
“Hey, Jerry,” I said as I saw him leaving a meeting. “What’s the status on our vendor’s first delivery for next Tuesday?”
“Oh, it will be fine.” he said. “They always deliver.”
“Have you reviewed the updated functional specs with them?”
“I haven’t had time to finish the document, but I talked about it with them over the phone. I’m sure if there were any issues they would have told me. I trust those guys.”
“Jerry, this is the first delivery for a year long project. If it isn’t up to par, you’ll spend the rest of the year scrambling to make it up. You’ll also spend that time trying to earn back our customer’s trust….. and mine.”
“ Don’t worry.” He replied. “If there was a problem I could smell it a mile away.”
In 2008 when the world was crashing, projects were dying, and budgets were drying up I started a WordPress blog under my own name. The original intent was to connect and share observations and insights on project related work in the tech space and how readers could remain successful in such challenging times. Since then, a lot has changed including my focus and it’s been obvious for some time that I needed to embrace a new approach. I’ve struggled with plagiarism from other sites (flattery, right?), a diverse audience whose needs weren’t always met and a limited message that didn’t always identify with my personal brand.
“Character is your biggest competitive advantage”
Leaders craft the culture, performance and results of their organization every day. They have the ability to increase performance, product quality, employee satisfaction, and customer loyalty. All of this affects revenue. Unfortunately when we think of leadership we often think of leadership failures. i.e. What has taken place recently on Wall Street or in Washington, news of a company closing its doors or some latest scandal. In truth, leaders often fall short of their goals.
This site focuses on a better path to leadership.