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Contributed Articles

How to Demotivate Your Best Employees

It would seem to make sense that when companies recognize their workers with awards, they are likely to see a boost in morale and perhaps even inspire them to work harder. It turns out that sometimes rewarding employees for good behavior can actually backfire, leading to a drop in motivation and productivity.
[Full Article]   Apr-14-2013

 

Why a Botched IT Project will Destroy a Major Corporation in the Near Future

There are many examples of botched IT projects that have forced a major company to its knees, and this kind of problem is much more common than you might imagine, say researchers Flyvbjerg and Budzier, who have carried out the largest global study of IT change initiatives ever conducted. The results are eye-opening and should come as a warning shot for anyone in charge of major IT initiatives. Flyvbjerg and Budzier say that the average cost overrrun for an IT project is 27 per cent. That seems more than manageable for most companies. But this figure holds a surprise because more than one in six of the projects these guys examined had a cost overrun of 200 per cent.
[Full Article]   Apr-14-2013

 

McDonald's Tackles Repair of 'Broken' Service

McDonald's Corp., MCD +0.49%battling back from recent earnings disappointments, is putting unusual emphasis on a longtime challenge: getting its far-flung workforce to provide service with a smile. The fast-food giant, whose restaurant sales in the U.S. began to slip last year, is pushing franchisees to improve staffing and service amid mounting complaints about rude employees.
[Full Article]   Apr-14-2013

 

First Minutes are Critical in New-Employee Orientation

The first few minutes of new employee orientation, if done right, can lead to happier and more productive workers and, ultimately, increased customer satisfaction. Unfortunately, a lot of companies do it wrong. In many firms, employee orientation focuses solely on corporate culture and identity of the new workplace. But research suggests that employee orientation ought to be less about the company and more about the employee.
[Full Article]   Apr-07-2013

 

Don't Irritate Your Customers

When a customer is upset, it distresses us. Not only does it take time to calm her, but we have to then fix the problem and get back in her good graces. Plus, she’s going to be more reticent to buy other items from us. How can a savvy sales professional avoid having upset customers? Some of the causes of customers’ discontent are beyond your control, yet some upsets are caused by your behavior.
[Full Article]   Apr-07-2013

 

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