|
|
Break Your Addiction to Service Heroes
|
In their new book, Uncommon Service, coauthors Frances Frei and Anne Morriss show it is possible for organizations to reduce costs while dramatically enhancing customer service. The key? Don't try to be good at everything. This article features an interview and book excerpt from HBS Alumni Bulletin.
|
|
[Full Article]
Jan-29-2012 |
Stupid User Tricks: IT Idiocy Loves Company
|
You'd think we'd run out of them, but technology simply hasn't advanced enough to take boneheaded users out of the daily equation that is the IT admin's life. Whether it's clueless users, evil admins, or just completely bad luck, Mr. Murphy has the IT department pinned in his sights -- and there's no escaping the heartache, headaches, hassles, and hilarity of cluelessness run amok. This article has compiled nine more shining examples of user stupidity for your amusement, and education.
|
|
[Full Article]
Jan-29-2012 |
12 Effective Habits of Indispensible IT Pros
|
Being familiar with the business objectives and how technology can improve the bottom line is more important than ever. But so is expanding your portfolio of IT skills. Mastering cloud services or data management will help ensure your relevance in a rapidly changing work environment. You'll also want to reach out and communicate with your colleagues across the aisle and the organization, and take on dirty jobs nobody else wants. But remember: Becoming "indispensable" can be a double-edged sword. Get too indispensable and you might find yourself unable to move beyond your niche.
|
|
[Full Article]
Jan-29-2012 |
Ten Management Practices to Throw Overboard in 2012
|
It's a new year. I get to write about the 10 management practices most in need of extermination in 2012 -- possibly my favorite topic. How many of these are in place at your employer?
|
|
[Full Article]
Jan-29-2012 |
Less is More (Better): Building Fewer and Smarter Metrics
|
A few service organizations function with too few metrics: they are flying blind. Virtually all others are drowning in metrics, too many of them and often the wrong kind. If you are feeling overwhelmed, it's time to step away from the flood and redesign the way you think about metrics. My favorite approach is to start from nothing. That's right, forget about all the metrics you are currently collecting and build from scratch.
|
|
[Full Article]
Jan-29-2012 |
|
|