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Managerial Soft Skills

Emotional Intelligence Forms an Important Part of Overall Managerial Effectiveness. Soft Skills – Critical to Success Managerial soft skills, often referred to as ‘emotional intelligence quotient’ or ‘EQ’, are an important set of skills used to build rapport and establish relationships with key stakeholders and employees.  A Manager’s ability to observe employees body language and… read more →

Managing Business Mix

How to Manage Business Mix In operations, every business deals with challenges surrounding the mix of their business. Whether it be manufacturing or delivering variable products, selling to variable customers, or completing variable processes, the variability causes many businesses planning and executing efforts to come to a crippling halt. In the worst cases, the variability… read more →

Maximizing Call Centers

Leveraging Human Capital Most call centers have some form of metrics for quality service, average length of call, and customer wait times.  However, many fail to look deeper at the root causes and tackle the actual reasons for the inbound calls in an attempt to reduce the volume of inbound calls.  Additionally, many organizations fail… read more →

Organizational Goal Setting

The clearer the goal, the greater the chance they’ll be achieved Getting back to basics – Setting Goals! Goals are personal, Goals are strategic, Goals are to be attainable and Goals need to be visible!  What is meant by visible, to simply put it, broadcast the goal. If operational goals are not communicated and tracked… read more →

Results Only Work Environments

It’s Okay to Focus on Outcomes Executive Summary: Much fanfare has been made of Best Buy’s use of a Results Oriented Work Environment (ROWE) in their corporate headquarters, but very little detail has been published on how they made the transition. Following three key steps can help you focus on actual results over the stale… read more →

Recruitment Best Practices

Investments in acquiring talent are critical to organizational success. Processes for Successful Recruitment In any organization, making the right staffing decisions will be critical to success.  Employees are vital to getting work completed but also represent a significant cost.  Similarly, the recruiting, interviewing, and hiring phases carry substantial costs which are necessary to attract, screen,… read more →

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