High Performance. The Role of Process vs Outcomes

| I was meeting with a client a few months back.  This particular client was having some ongoing issues with the performance of their help desk.  Specifically, tickets were not getting closed in a timely fashion and as a result IT’s customer (i.e. users of IT services) were getting some what exasperated (to be polite).  The question on the table was how do we change this trend and begin to improve service levels?  It was a serious issue for the IT team and it had been a problem for a Read more..

It’s Not Where You Begin

| I don’t know about you, but I have a series of moments which are burnt on my mind and I can recall them easily and always will.  Whether it is the birth of my children, the 1995 World Cup, which I watched with friends in Ngaio, or the turn of the millennium with family at Waikoikoi.  Another of these times for me was September 1998 in Paris. I was there for the Deloitte global new partners conference.  As the name implies it was an annual conference for all the Read more..

The Need for Speed – One Team’s Transformation

| Speed is one of the imperatives of our time.  Every organisation I work with wants to be able to do things faster whether it’s speed to gain an advantage or the not so positive, but equally important, speed to close down a competitor’s advantage. Everyone wants to go faster. The need for speed is not a new phenomenon. For as long as I have been in the business world speed has always  been an issue and I suspect it always will be. It was certainly an issue for me Read more..