Feb
14
  • When a manager is not assertive

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    When a manager is not assertive, then in real terms, he’s either aggressive or passive. Aggressive managers use their positions of power and authority to belittle, intimidate, and control those who report to them. As a result, their team members begin to resent them. Then their productivity begins to fall, and if the dictatorial behavior of the manager continues, it will not be long before the organization begins experiencing a high employee turnover. In other words, aggressive managers create an […]

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Feb
6
Jan
19
  • Starting the year with a clear service concept

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    The service concept is a shared understanding of what the organization provides and what the customer receives. Although it’s a simple idea, the service concept is powerful and can be used as a central tool in the design, delivery and improvement of services. In fact, concepts are what customers actually buy, not the elements of service. For instance, an MBA student buys ‘employability’ from the business school and not the elements of service like lectures, books, and certificate. Similarly, a […]

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Dec
7
Jun
14
Jan
21
  • Developing yourself to success

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    Personal development. If you could put what drives career success into one phrase, that would be the phrase. Personal development is the conscious pursuit of self-growth by expanding self-awareness and knowledge and improving personal skills. Basically, what it takes is for you to be aware of your personal drawbacks and strive to make yourself better – in every area, be it in personal or professional life. The key component of personal development is self-awareness. If you do not know yourself, you […]

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Nov
2
  • The importance of service processes

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    Put simply, a service process is a set of defined tasks needed to complete a given business service activity, including who is responsible for completing each step, when, and how they do so. It is important to note that service processes are not just the processes at the point where the customer receives the service. Service organizations that consistently meet both cost and quality targets know that they must manage the chain of processes from start to finish rather than […]

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Sep
28
Aug
3
  • Marketing in today’s economy: Plan & spend or hide & go bust

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    There aren’t many positives about doing business in a challenging economy. Business is tough, cash-flow is tight, and consumers rein in spending. Thus many business leaders react accordingly. Anticipating reduced sales, they cut back on variable costs, including marketing, in order to deliver on their financial expectations. It’s indeed expected that when business slows, you have to cut costs. But is marketing simply another expense, or is it an investment? Ask yourself this: if you stop marketing, how will you […]

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Jul
8