...an instruction manual. And if you need an instruction manual you also need employee training. Provide it. 4. Test, adjust, test, adjust, and test again: Process designs are never right...…
...Butthead. One interesting question: Why do prey animals herd? Herds are easy targets for predators. So why do animals join them? One ingenious theory has it that even though the...…
...Amazon*]}*.com when it first expanded into consumer electronics and, oh, by the way, to crush Circuit City as an afterthought, instead chose to view Circuit City as the competitor that...…
An executive friend’s complaint: “Why can’t IT get its act together and stop being the Wild West?” “First it was structured programming,” he continued. “Then it was objects. Now it’s...…
Bad metrics continue to be worse than no metrics because, as Mark Twain famously said, “It ain’t what you don’t know that gets you into trouble. It’s what you do...…
...the colleague in question doesn’t know how to talk to you, you solve the problem for him by providing a topic. And if you’re one of the offending males? First...…
...this and you’ll understand the difference between customer service and CRM: Customer service happens one interaction at a time; CRM integrates all interactions with each single customer. Years ago I...…
...as true for the projects that result in so-called “shadow IT” — the information technology that happens without IT’s direct involvement. And because it’s shadow IT, the folks who ask...…
...built on the thin pretext that this relates to the business challenge of how you decide who to hire and retain. As with past diatribes I won’t suggest who you...…
...Apple understood this mentality and took advantage of it. That’s Apple’s hidden assumption. Your average IT shop, on the other hand, is built on the assumption … the hidden assumption...…