You have decided to transform your organization. Your managers learned how to manage in a participatory way and you trained the teams to solve problems. So your employees are now making decisions on a daily basis. Finally, you use several tools to improve your performance. Or you think about it,…
Before setting goals or managing with goals, it’s important to understand how motivation works. Several researchers have asked the question. In this article, I explain the three levels of motivation, as described by Mihály Csíkszentmihályi, Edward L. Deci and Richard M. Ryan, and democratized by Dan Pink in his book…
Management by objectives, the only way to achieve the results? This is the subject of an eternal debate: how to achieve performance? Should we manage by objectives, based on the results, or manage by behavior, on the means? In some companies, the result is more important than the means taken…
Congratulations! You have set yourself a SMART goal, you have a clear and achievable goal, but where are you? How are you moving towards this goal? In this article, I will discuss the notion of predictive indicators and reactive indicators. To control your performance and make sure you achieve your…
Change management is a discipline in its own right, however, it overlooks an important aspect to successfully leverage projects. This is why I prefer a broader approach. The business solution integration, in which change management is a means, rather than an end.
Mid-December, rush of the end of the year, as much at the office as at home. The pressure of psychological deadlines is intense at this moment: everyone wants to deliver for the end of the week, the month, the quarter, the year, or in December, everything happens the same day…
In our service-dominated economies, the Customer Contact Center (CCC) is gaining momentum. It has become an essential point of interaction and is part of everyday consumer life. Unfortunately, making a phone call to a Customer Contact Center is often experienced as a sinecure: waiting time, expeditious service, complicated menus and…
How does the vision differ from the mission? How to define them? How to turn this dream into reality with strategies?
A visual tool to deploy your strategy into objective and a method to exchange and build on those goals with your team.
Following my article helping you better understand the different types of time, you now know the pace required to meet the needs of your customers. But you may have cycle times too long to answer. You may also have delays that exceed the expectations of your customers. I propose three…
