Strategy Driven

JANUARY 2, 2015

The ‘brand’ is a marketing term. ‘Customer care’ means that customer service is palmed off on some call center. Customer experience” comes right out of marketing surveys, which rarely ask for real feedback or share the findings with company decision makers. Say things that inspire you to think.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Strategy Driven

OCTOBER 7, 2016

Management by Objectives came into vogue in 1965 and was the prevailing leadership style until 1990. Other important components of business (training, marketing, research, team building and productivity) were all accomplished according to goals, objectives and tactics. Most corporate leaders are two management styles behind.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Strategy Driven

DECEMBER 18, 2015

Management by Objectives came into vogue in 1965 and was the prevailing leadership style until 1990. Other important components of business (training, marketing, research, team building and productivity) were all accomplished according to goals, objectives and tactics. Most corporate leaders are two management styles behind.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Harvard Business Review

OCTOBER 10, 2017

But Bernstein and his team observed that when managers were not watching, employees secretly developed and shared better ways of doing the work. When Bernstein hid a set of production lines from managers’ view, the performance of employees on those lines increased by 10% to 15%. Every high performer needs both.

Organization 9

Organization Tactics Call Center Metrics 9