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Author Archives: lawrence serewicz
Need to improve your customer service? Have your Chief Executive sign the complaint responses
Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading
Posted in culture, customer service, leadership, management
Tagged Business, Business Services, Chief executive officer, Complaint, Customer, Customer Management, customer service, Education and Training, leadership, United States
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Four questions for George Entwistle at parliament on 23 October 2012
When George Entwistle answers questions before the Culture, Media, and Sport Committee on Tuesday 23 October 2012, the committee will face several challenges. First, the committee will show the public’s interest about the withdrawal of the Newsnight programme. On the … Continue reading
Posted in culture, leadership, learning organisation, path dependency, renewal
Tagged Allegation, BBC, Entwistle, George Entwistle, Harassment, harassment issues, Jimmy Savile, Newsnight, politics, Savile, sexual harassment policy
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Are you aware of how your solution has unintended consequences?
In trying to manage, it is important to start by understanding the issue or the problem before trying to solve it. As Peter Drucker wrote, an effective executive asks, “What needs to be done?” Often times, a manager may believe … Continue reading
Posted in change managment, culture, leadership, management
Tagged Chief executive officer, Effective Executive, Parking lot, Peter Drucker, Problem solving, Senior management
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The rise of the networked managers: sense making in the social media age.
The manager’s role is changing. The new organisation, connected and networked, requires managers to deal with internal and external issues. The required skill set is changing. In the past, the focus may have been on service delivery based on top … Continue reading
Are you a filer or a searcher? Did your organisations teach you to file?
I know the title of this blog sounds like an obvious question and it may be a basic one. However, I wonder how many companies start from that basic level when developing their staff. How many teach their staff to … Continue reading
What you allow to interrupt you defines your priorities
We often hear management gurus advising us that effective and successful leaders know how to prioritise their work and the work of their company. To an extent, they are correct. What is left unsaid and not discussed is how those … Continue reading
Three reputation management reasons explain why Penn State and the NCAA settled so quickly
In the United States, the Jerry Sandusky scandal has gripped college sports unlike any scandal it has ever faced. The story centres on his criminal convictions for sexually assaulting young boys when he was a coach at Penn State and … Continue reading
Posted in change managment, coruption, culture, management
Tagged Jerry Sandusky, National Collegiate Athletic Association, NCAA, Penn State, Pennsylvania State University, PSU, reputation management, Taylor Branch, what price glory
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Are we all managers now?: the rise of the self-organising organisations.
The future of manager is connected to the future of work. There has been talk of the self-organising organisation, which would cut or end the need for managers. Instead, we are all managers now. The future of work will be … Continue reading
Posted in change managment, culture, learning organisation, local government, management
Tagged Active management, Business, Decision making, management, management firm, Organization, Passive management, self organising, social media
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Why do regulators fail to regulate?
When people hear about regulators failing to spot problems, they often think the regulators are incompetent. The headlines around these cases present a picture of regulators unwilling, unable, or unprepared to do their jobs. Even though regulators may have flaws, … Continue reading
Posted in Uncategorized
Tagged Audit Commission, Care Quality Commission, Commodity Futures Trading Commission, CQC, Financial regulation, Financial Services Authority, FSA, Government, politics, United States
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Thoughts on management 
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