I was reading Malcolm Gladwell’s latest book and ran across this Chinese proverb and set the book down and thought about how this relates to service delivery… It took awhile but I came up with this…
I thought back many years ago when I worked for a large high tech company as a supervisor in the service organization. We were churning away working our cases, meeting our goals and all seemed well (I am the worm), but apparently the executives thought differently and had lost confidence in the service leader and replaced him. A new Director was hired to bring a “new way of doing things around here”…
By Steve Brand, SGSA Ltd.
The overused war cry of “we need everyone to give 110%” is likely to fall on deaf ears when companies are cutting staff, bonuses and even salaries. When morale is low, managers struggle to reach 75% levels of productivity after normal deductions for sickness, vacation and training.
And what about training? [...]
Recently, our partners at Service Strategies Asia Pacific held their 2010 Executive Forum event. The session brought together service leaders in the Asia Pacific region to discuss challenges and strategize on the future direction of the industry. Several presentation were given at the event, which we are including here for review. Enjoy, and thanks to everyone that participated in the event.
