Tag Archives: Business

If it is not written down, it did not happen: a problematic approach to customer service

The phrase is often used to describe the need for good records management and good documentation practices in investigations. One website suggests it as an approach to capture knowledge [link], while another suggests it can be used to help investigations [link]. The … Continue reading

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Is the tech revolution helping or replacing the front-line worker?

I have noticed some trends in recent statements about the future of work that I want to explore with this post. The middle manager is now the front-line worker and is soon to be replaced. The first is that the future technological work … Continue reading

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How well does your company handle a fire drill?

As a chief executive or as a senior manager, you will want to know the health of your organisation. You will want to know if the organisation can carry out your vision. Are staff engaged with the company? Will they … Continue reading

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Who is creating the rotten barrels in your company?

In an earlier post, I discussed the myth of the rogue employee. The post focused on how the term was used when an organisation wanted to scapegoat an employee. When that happened, I argued that the organisation used the term to … Continue reading

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Culture eats your structure for lunch

Peter Drucker allegedly said that culture eats strategy for breakfast.  If strategy is for breakfast then your structure is for lunch.  Culture will overcome any structural chart or any reorganisation. Companies fail because they believe that a restructure will change … Continue reading

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Systems thinking for middle managers: workplace democracy in action.

As middle manager, I have been thinking a lot about how I do my job. As a colleague explained to me, “We are the jam in the sandwich.”  I liked the idea because it shows a central, sweet, and connective … Continue reading

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In the age of social media, will your Chief Executive sort your mail?

The question is shocking, as it seems impossible. Yet, in today’s social media enhanced workplace, the potential is implicit within the technology.   We would not expect a Chief executive to open a company’s mail, sort it and deliver it. Yet, … Continue reading

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