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,…
How to optimize the performance of a Customer Contact Centre? Work on post-call time. The SMED applies to all series changes, especially unitary series.
The rhythm of the production line is conditioned by that of the slowest equipment. Theory of constraints helps to identify this equipment. By raising the system constraint, you optimize your production.
Airport security has increased in recent years. The equipment and staff increase the cost of the passage of each traveller. Cost that airlines obviously pass on to their customers. They grumble about rising prices, so airports need to cut costs while maintaining or enhancing security. Automation of some tasks can…
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…
You now have the tips for planning and gaining efficiency from a sociological point of view. You know how to leverage your colleagues, group effect, or your organization. Now, I propose to focus on yourself. The second step in time management is to get to know each other better, to…
Time is lacking, yet we are all equal and have 24 hours in our days. Why do some seem to do more in their 24 hours than others? Several colleagues tell me: but how do you find the time to do all this? It’s not just a question of organization.…
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…
