Examining the Relationship Between Employee Satisfaction and Customer Satisfaction

Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability. In a recent study for an international computer firm, the data reinforced the crucial link between customer... Read More

What is Knowledge Management Anyway?

When you think of all the things companies have, you do not always consider the knowledge they have. For instance, a company is only as good as its employees, its resources, and its knowledge. But, where and what is that knowledge? How is that knowledge managed within the company?A basic... Read More

The Key to Successful Performance Objectives

Have you ever tried to drive somewhere without proper directions? This almost always turns out to be a frustrating experience. Sure, if you stop and ask enough people you may eventually reach your target destination, but think of all the wasted energy, time, and resources needed to accomplish your goal.Let's... Read More

How to Get the Best from Outsourcing

There's a great little article ('Business Lifeforms') on the back pages of the UK's leading management magazine, Management Today each month. It's a spoof (at least I think it is!) about some fictitious key player in a fictitious organisation. For January, it's about Ken, who's a 'Facilities Manager'.Now... Read More

Overcoming the Document Tracking Challenge

"Where did it go? It was here yesterday. Wait. Here it is. But it looks a lot like the draft I just sent my team members yesterday. I don't remember when this change was made. Who made this change? Why is document tracking so difficult?"We have all seen it before.... Read More

How to Approach Group Decision Making

GROUP DECISION MAKING -- IDENTIFY THE PROBLEM: Tell specifically what the problem is and how you experience it. Cite specific examples. --"Own" the problem as yours and solicit the help of others in solving it rather than implying that it's someone else's problem that they ought to solve. Keep in... Read More

If You Build It, Investors Will Come

When you begin to write your business plan or a section within it, you probably ask yourself, "What should I talk about? What key points should I bring out that are important to potential investors?" The best way to answer these questions is to put your business plan trial.... Read More

On the Road to Assertiveness

Learning to be assertive takes time, courage and the ability to recognize the situation for what is really is.You want to get something done, and you need another's help. You can request it, you can demand it, or you can sit back and hope that it happens. The first behavior... Read More

Delegate, Dont Abdicate

One of the key skills for the leaders of growing businesses is to 'get' the distinction between delegation and abdication.Many managers and business leaders fall into one of two extreme categories:They delegate too little and try to do it all themselves or they give too much away, abdicating both their... Read More

Crisis Management Tips

The term crisis management has different connotations. In this article, I will try to provide pointers that can be used in most situations:Is It A Crisis In The First Place?:This question is important to ask, as there are many situations that go wrong because the right person to handle it... Read More

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Are You in Control of Your Practice or Does it Control You?

One of the most common complaints that business owners have... Read More

The Seven Cs: Partnership Danger Signs - Conflict Becoming the Norm ? Part 1

A series of articles exploring the seven critical areas that... Read More

Keeping Team Meetings Vibrant

Meetings can be the life-blood of an organisation or the... Read More

Organize your Office- Seven Solutions

1. Create a filing system with broad categories such as... Read More

When Code Freeze Turns To Code Slush

Time To Market (TTM) is a vital concept that every... Read More

Boost Your Leadership Skills Simply By Answering The Question, What Does Our Organization Really...

The difference between leaders is ears. Good leaders not only... Read More

Check Your Communication Skills

Use this check list to assess your communication skills.Focus* Do... Read More

Selecting A Collection Agency

If you run a business, you are sure to have... Read More

Quick Tip - Effective Meetings Begin With Goals

Goals are critically important for the success of a meeting.... Read More

10 Resolutions For The New Year!!

Each year many people create a list of resolutions designed... Read More

Tales from the Corporate Frontlines: Creating a Culture of Empowerment

This article relates to the Culture & Climate competency, commonly... Read More

Performance Appraisal Scenarios: Improve Your Communication

IMPROVING COMMUNICATION DURING THE PERFORMANCE APPRAISAL: If the employee has... Read More

Mantra for Managers

What do organizations look for in a prospective employee with... Read More

Holding Effective Meetings Can Be Easier than You Think!

I'm sure you've experienced those typical "headache" meetings! You know... Read More

What Every Manager Should Know About How to Reduce the High Cost of Employee Absenteeism

Employers pay a high price for absenteeism, often more than... Read More

Why Training Fails

Sometimes when I conduct my workshop on Effective Meetings, one... Read More

Using, Choosing, and Using an educational consultant

IntroductionThe aim of this document is to provide advice and... Read More

What Personal Assistants Really Want

What would happen if the personal assistants in your organisation... Read More

Innovation Management ? some ideas are better than others

Creativity can be defined as problem identification and idea generation... Read More

How To Get What You Really Want

As a small business owner, entrepreneur or independent professional, it's... Read More

Performance Expectations - 5 Tips and 5 Questions

People want to understand their role - they want to... Read More

Business Innovation ? the Value of Work Processes

Creativity can be defined as problem identification and idea generation... Read More

Be a Change Agent ( Part 1)

Aligning business organizations to be successful in the present and... Read More

Outsourcing Problem Analysis

As an HR professional, you have responsibilities in several broad... Read More

Sexual Harassment Policy Guidelines Part II

SEXUAL HARASSMENT COMPLAINT INVESTIGATION PROCEDUREEvery complaint will be thoroughly investigated.... Read More

Turn Your Speech Into A Leadership Talk

My experience working with thousands of leaders world wide for... Read More

Test Your Hiring IQ

The purpose of any selection process is to discriminate (albeit... Read More

9 Strategies for Writing Accounts Payable Procedures

The Cash to Cash Cycle Part Four of SeriesNext: Complete... Read More

Best Practices Plan: Dissemination of a Great Idea

Good news spreads quickly News of the invention of the... Read More

Cultural Differences: Making it Work Virtually

Working virtually adds a whole new dimension to the phrase... Read More

Productivity Through Positive Reinforcement

Most people just want to be appreciated. If you're a... Read More

Deciding What to Delegate

DECIDING WHAT TO DELEGATE: Once the benefits of delegation are... Read More

Knowledge Management - Creating a Sustainable Yellow Pages System

How can I "know who knows" None of us can... Read More