We went through the 'quality revolution in the 70s/80s - now everyone (well all the big guys) has ISO 9000 and some have been through TQM programmes. Why is it then that it is so difficult to get good' service'.  Service in the UK has largely been off-shored to India and other places - clearly

I want a new guitar. I admit I don't need one (I have 4)... but I want one. The problems is that my wife says we don't have the space.  She has initiated a new house rule for guitars - one in, one out.  But I'm emotionally attached to my guitars so selling one is

Marks & Spencer, the large UK retailer has an environmental strategy branded 'Plan A' .... "because there is no Plan B.  They are trying to get over the message that we HAVE to look after the environment and they are doing what they can  Of course, in business, there has to be a Plan B

If you Google the word 'productivity', you get lots of results. Many of them relate to 'personal productivity', some of them to organisational productivity and a few to national productivity. So, which is the most important? One way of looking at it is to assume that collective personal productivity makes up organisational productivity and collective

Christmas has gone. We now turn to celebrating the coming of a new year.  This is traditionally the time to make resolutions to affirm values, to set out our new path. We can, of course, do this at both the personal and the organisational level. So, take a little time to think through how your

Christmas is coming (sounds like the cue for a song!)  Whether or not you are Christian, I am sure you can appreciate the overall Christmas message of 'peace and goodwill'. It is, however, a little bizarre that we wrap this message up within the biggest commercial period of the year when material presents seem to

I have seen reports recently that relate to the literacy levels of young people in some of the most developed nations. .. like the UK and Australia.  These reports suggests that these countries are moving in the the wrong direction in international league tables  Remember we are talking about 'developed' nations with a long history

I'm in Mauritius - working! This is a beautiful place, of course.  But when we look at such island paradises, we sometimes forget they too have to build an economy to look after their citizens.  Of course, tourism is a major focus of economic activity but it isn't enough.  They need other sectors to be

We want our staff to participate ... to take part in improvement projects and initiatives - even to initiate them. But we have to first engage them - we have to make them see why we want to improve , why it is in their interests, and why they should become involved. If we don't

On the LinkedIn group which I moderate (Productivity Futures) we have recently had a discussion about which come first - motivation or productivity. One side of the argument (conventional wisdom) suggests that we motivate staff (with exhortation. encouragement, rewards or whatever) and that motivation results in higher productivity and higher satisfaction for the workforce  The