Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its business objectives and meet the customer’s requirements. Utilizing Service Strategy within a business ensures that the business is able to create value for its customers and shareholders by contributing to the value and not just the costs of the […]
SERVICE STRATEGY – AN INTRODUCTION Read More »
Management of teams in a call center environment is never easy. Depending on your industry and your hours of operation not only do you often have to provide services and support during holiday periods, you often have to do it with a skeleton staff. If those employees are on the bottom end of your performance
THE UPS AND DOWNS OF PERFORMANCE MANAGMENT – USING A BELL CURVE Read More »
Goals are essential tools for driving behavior and helping organizations achieve desired outcomes. However, to be truly effective, goals must be clearly stated, well-defined, and aligned with broader organizational objectives. When thoughtfully designed and rigorously tracked, goals not only increase motivation and performance but also provide clarity regarding job expectations. Why Well-Defined Goals Matter Poorly
The Power of Goals: SMART, OKRs, and Effective Methodologies for Success Read More »
Quality measurements in manufacturing teams are actually somewhat easy to do – simply determine the number of parts that fail in a specific and measurable manner and review those failures against the successes or targets that have been set. Implementation of Self Directed Teams with appropriate Scanlon or Ruckerplans are great ways of having the
QUALITY AND CUSTOMER SERVICE Read More »
Motivating staff for the best performance possible is a matter of finding the right drivers that interest them and reinforcing those drivers while providing negative reinforcement on other, unwanted behaviors. There are two main types of theories to motivate employees – the content theory (motivation is internally based on employee needs and wants) and process theory (external
MOTIVATION AND THEORIES OF MOTIVATION Read More »
The General Adaptation Syndrome (GAS) is a model that describes the body’s response to stress. It consists of three stages Impact of Stress on Work Performance Employees experiencing negative stress (distress) often show signs of decreased performance at work. In the alarm and resistance stages, this might manifest as inattentiveness, carelessness, and increased errors. As
STRESS AND BURNOUT Read More »
Stress on the job is an unfortunate fact of life and probably something that is here to stay until the inevitable robot uprising (probably another cause for stress to be honest) but controlling our reactions to the stress we experience on the job is a crucial component of work–life satisfaction. Some common strategies for reducing
STRESS AND WELLBEING Read More »
The Social Science of Organizational Behavior (OB) Organizational Behavior (OB) is a social science focused on understanding human interactions, processes, and dynamics within a workplace setting. Unlike hard sciences such as Physics and Chemistry, OB delves into the intricacies of human behavior, relationships, and how these influence organizational effectiveness. It examines how various factors, including
ORGANIZATIONAL BEHAVIOR AND ITS RELATIONSHIP TO MANAGEMENT Read More »
Incident Management and Problem Management are both key components of the ITIL service model and have been defined and created in an effort to provide a better and more streamlined service to consumers. ITIL itself stands for the – Information Technology Infrastructure Library – and comprises of the following books: ITIL Service Strategy ITIL Service
The Difference Between Incident Managment and Problem Management Read More »
