Customer Journey Mapping – Lessons in Humility
Journey mapping is an interesting exercise. It’s typically done when you have an existing service, already delivering to customers and you want...
Category: Systems Thinking
Performance reviews in the spotlight
Performance reviews… oh geez, where to begin… If you’ve worked for pretty much any company barring a few notable exceptions, you have...
Toxic employees – a misnomer
I’m going to start this article with a bit of perturbation – there is no such thing as a toxic employee! What?!...
The best organisational structures
So many business experts will tell you that they know how to shape your business to make everything better. Normally they prescribe...
Why measures and targets don’t work
So many people often say to me “Alan, we know what we have to do. We have to tighten up some controls...