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..

When it comes to digital, always start with why!

| In the third most popular TED Talk of all time Simon Sinek urges leaders to start with why.  Sinek’s message was fairly simple.  Great communicators communicate very differently to most people.  Whereas most people communicate from the outside in, by describing what they do, great communicators communicate from the inside out by describing why they do what they do.  That is, they begin by describing their purpose, their cause, their beliefs.  Sinek argues that this is important as people are inspired by why you do what you do much Read more..

Too Much To Do

| I had arrived early and took up a seat in a quiet corner of the cafe.  I was here for my first coaching session with Roseanne.  Roseanne was identified early as a high potential leader within a major corporate IT team.  Recently, however, her CIO had noticed a disturbing trend in her performance.  Roseanne and her team were missing deadlines and seemed to be working on all the wrong things.  She seemed incapable of prioritising her work and that of her team.  Roseanne had gone from being a potential Read more..