Management Information


Creativity and Innovation Management - Personality Testing


Whilst tests measuring the creative or innovative personality exist, there are a number of inherent flaws. Some are noted below:a) Whether a creative or innovative type exists at all is highly contentious.

Creativity and Innovation Management - Core Competencies and Competitive Advantage


Following is a brief definition of core competencies and competitive advantage and their fit with creativity and innovation management.Core Competence:A core competence is one which critically underpins the organisation's competitive advantage.

Your Biggest Problem in Business? Work Ethic


US Work Ethic Issues and Lack of serviceWell many of us are getting upset with the lack of service these days and no one cares and somehow we have all lowered our standards to the fact that getting good service is not to be expected, but rather a nice surprise if it ever does occur. Many great companies have derelicts, under achievers, cry babies, and people which could really careless and this is causing a rift between the best customers and businesses.

A Tricky Supervision Challenge


Many managers believe that treating their team members as responsible adults will assure excellent results. The truth is that while this usually is effective, some people need much firmer limits than others to perform their jobs.

First Things First -- Process BEFORE Technology


Here's a brief story I encountered while leaving Newark International Airport following a recent business trip. Hard to believe, but true.

The Boss Didn't Understand Why His Staff Wasn't Reading His Mind


Many people believe that everyone sees the world exactly the same way as they do. This is never true and was the source of much turmoil in Dr.

Influencing Change - A Guide for Sellers, Coaches, and Supervisors


When people or groups make a decision to purchase something, they go through the same decision cycle that an individual goes through to decide upon a personal change, or an employee goes through to change behaviors at a boss's insistence.Until now, our communication rules have assumed that when we kindly or persuasively offer others good information that could solve problems and achieve successful results, or coach them toward making a much-needed change, or even just pitch a product they sorely need, we can expect a positive reception.

The 10 Realities of Change


I've seen several articles that begin with lines like "the only constant today is change." I assert that change that is constant can't really be called change.

Business Fails When We Do Not Talk


You may remember being told as a child, "Keep quiet!""Children should be seen, not heard," and "You talktoo much." You were a "good" kid if you kept quiet.

Creativity and Innovation Management - Turning Ideas into Action


The phrase "turning ideas into action" is a Russian doll.Managing the ideas to implementation process is important for at least two reasons:a) To make effective use of resources - investing in one idea uses resources that could be applied to another idea.

Creativity and Innovation Management :- Thought Leadership


Leadership is only sustainable when leaders consistently come up with good ideas - when they are dependable thought leaders. It follows then that leaders would be more effective if they knew how to manage creativity and innovation.

Manage or Lead - Why the Difference Matters and What to Do About That Difference


Many books have been written about managing people, and an equally large number have been written about leadership. Some use the words manage and lead interchangeably, and some talk about the differences between the words, building a distinction based on style or behaviors.

Get Over Yourself


Let me tell you a secret.Things don't always go the way we want them to.

Five Ways to Turn Resistance into Opportunity


Resistance. It isn't something people cherish or enjoy encountering.

Five Reasons Why Leaders Fail to Create Successful Change


A bold title, don't you think? I mean, change is a complex thing, so to define five reasons seems to oversimplify the issue.Let me be clear.

Organizational Capital in Politics, War, Sports and Business


Intangible Corporate Assets such as Organizational Capital, Blue Sky and Brand Name Capital, actually they all have a common thread in my opinion. Here are some thoughts on these issues.

Partnering for Performance


"The difference between a boss and a leader: a boss says, 'Go!' - a leader says, 'Let's go!'" -E. M.

What are Your Best Practices?


Best Practices StudiesThese studies can be defined as inquiries into the skills and methods of your high performers to recognize their achievements, document their methods and skills and then share this information with team members to improve overall performance. The responses generated from your study may hold the solutions to a variety of team challenges in the Call Center.

The Power of "Ask"


For Call Center managers, it is not a pipe dream to improve employee moral while increasing productivity. It may even come easy to some to find fresh, new ways to reduce performance problems.

Effective Meetings Begin With a Real Agenda


Everyone knows that an agenda is the key to an effective meeting. But an agenda that consists of a list of nouns, such as budget, software, and picnic, is useless.

Training and ROI (Return On Investment)


Statistics consistently reinforce that the biggest challenge in today's contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise--$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line.

To Thine Own Self Be True--Its Better for Business: What Arthur Andersen Would Say to His Company


As a child, you probably heard, "to thine own self be true." But what does that really mean? When the newspapers are full of cheating and lying business owners, politicians, and academics, does it really make sense to maintain your integrity?To me, the answer is a clear, unwaffling YES! Without your integrity, you really don't have a business or a career--just a waiting game until you world comes crashing down around you.

Understand What Flows Through Your Business to Find Improvement


I remember once seeing a cartoon which showed two people working a counter. On the wall behind them was a sign which read, "Quality Work, Low Price, Fast Service - Pick Two.

Five Ways to Increase Profitability By Doing The Right Thing


1. Base your business in the Magic Triangle.

Factoring Financing: How to Grow Your Business Without Debt or Loans


What is factoring?Accounts receivable financing, also known as factoring, is a powerful financial tool that has fueled the growth and success of a number of companies. Factoring enables companies to capitalize on their unpaid receivables by selling them to a factoring company for immediate payment.

How To Hire Superstars


Can a person's behavior and values really determine if they will be a future SuperStar for your company? If you knew the formula for hiring SuperStars and could cut your recruiting costs in half, would you start today? This article outlines three simple but critical steps for adding structure to your hiring process and raising your level of success.Strengthening the interview process: Prepare a consistent written interview game plan, to be used by each person conducting the interviewing for your company.

How To Manage A Difficult Employee


Having to manage a difficult employee is never fun and can be the most challenging part of your responsibilities as a business owner/executive. While never easy, this article will address a step-by-step way to consistently and confidently handle the most challenging employee situations.

The Four Key Steps In Hiring And Keeping Top People


"When you hire the best, the rest is easy!" We have heard this phrase many times, but how do we put this concept into action? We know that hiring the best people is vital to the success of your business, especially for fast growing businesses. And certainly, your customers have high service expectations.

Real Costs in Distribution and What it Means To Your Company


Ever feel that all the lawyers in thh Country need to give their lives up for our freedom, by exiting the planet forthwith? Yes, me too. In an article in CCJ-Commercial Carrier Journal entitled "Ticking Away" The Insurance Time Bomb.

Creativity and Innovation Management in Conservative, Staid Organisations


Conservative and staid organisations generally have a harder time implementing creativity and innovation into their day-to-day work processes and people. Leaders may want to capture the benefits of creativity and innovation, yet there may be relevant and almost contradictory issues that they have to deal with, including:a) It may be that a conservative culture is desirable (may result in a greater fit with the client base, for example).

Invoice Factoring for Goverment Vendors


Assignment of Claims Act of 1986"..

Protect Your Organizations Proprietary Information


The other day one of our overseas clients called in a state of near panic, to ask a question. At issue was whether they had unwittingly violated U.

Hiring Tip -- Picking The Best Candidates


I often hear leaders from all types of organizations ask questions about hiring the right person. Their questions usually sound like these:? What if their resume looks great but they have a bad attitude?? What if they put on a good act and then don't work hard?? How can I tell how they will perform after I hire them?A great way to answer these questions starts with a well-defined interview process.

ISO 9001, What Next?


The overriding goal of ISO-14000. (History 1995)As ISO-9000 becomes a way of life for the global business community, ISO-14000 is almost ready to debut with its own set of standards for voluntary environmental compliance.

ISO 9001 Okay Now You Have It How Do You Market It?


Marketing ISO 9001 2000.Lately we've been seeing a lot of press releases from wineries and suppliers touting their ISO certifications.

ISO 9001 and Total Quality Management


Total Quality ManagementTotal Quality Management, or TQM, has become one of the most frequently discussed topics in current business literature. Because of the competitive pressures created by Japanese companies, quality became a competitive weapon in the 1980s in most industries.

ISO 9001 What Records Does My Business Need To Keep?


Which documents must I keep for ISO 9001?In addition to the legislative requirement for your business to keep certain records ISO 9001 2000 requires your business to retain other records to demonstrate compliance with its various clauses.From an ISO 9001 2000 viewpoint records are documents generated whilst operating your Quality Management System.

Is ISO 9001 2000 Right For My Business?


Firstly you should decide your own reasoning behind considering ISO 9001 2000 registration for your business.Is the number of registrations in your market sector increasing?Are your competitors seeking registration?Are your customers asking about registration?Are registrations increasing in your industry?Are your customers asking you to become registered?Have your group HQ asked you to gain registration?Do you want to reap the financial benefits of registration?Have the number of customer or consumer complaints increased?Preventable errors reoccur again and again?It is not possible to state exactly what benefits your organization will gain by having a formal quality system, primarily because each organisation is different.

ISO 9001 2000, Getting Started on The Route To Registration


ISO 9001 2000, Getting startedBefore starting the ISO 9001 2000 route to registration you will need to have the top management on board. This can be achieved by highlighting to top management the cost benefits to the business of ISO 9001 2000 registration.

ISO 9001 the Process Approach to Quality Assurance


What is the Process Approach to Quality?The ISO 9001 2000 standard is designed to manage and improve organizations processes. There is a great deal of misunderstanding and misinterpretation of the meaning of the process approach to Quality.

Preparing For ISO 9001 2000 Registration


The steps need to be taken to prepare an organization for ISO 9001 2000 registration:Whilst the following text is not exhaustive in its content it should give you a reasonable idea of what's involved in setting up an ISO 9001 2000 registration within an organization.First and most importantly you should either purchase a copy of the ISO 9001 2000 standard or read a copy at your local library.

Intercultural Management


The role of a manager is evolving in response to the needs of companies operating on the international stage. The complexities of globalisation brought to the area of management are great and require the 21st century manager to adapt in order to offer modern solutions to modern problems.

Tales from the Corporate Frontlines: Human Resources at Work


This article relates to the Human Resource Functions competency, commonly evaluated in employee satisfaction surveys. It reflects one employee's satisfaction with the manner in which her HR department carried out their work.

Tales from the Corporate Frontlines: Providing Career Opportunity


This article relates to the Career Opportunity competency, commonly evaluated in employee satisfaction surveys. It explores issues such as internal growth opportunities, potential for advancement, career development importance, and the relationship between job performance and career advancement.

Creativity and Innovation Management - Competition versus Collaboration


There is much confusion as to whether competition or collaboration is most beneficial to creativity and innovation. Though there are negatives to collaboration and it is not easy separating the effects of time pressure and group activity, in general collaboration beats competition.

CEOs And Boards Are Locked In A Spiral Of Doom


American CEOs are dropping like flies. Boards, armed with new federal rules and stock exchange requirements coming in the wake of the corporate scandals of the past few years, are getting rid of underperforming CEOs at record rates.

Sexual Harassment Policy Guidelines Part II


SEXUAL HARASSMENT COMPLAINT INVESTIGATION PROCEDUREEvery complaint will be thoroughly investigated. When a complaint of sexual harassment is received we will take the following actions:1.

Sexual Harassment Policy Guidelines Part I


Sexual Harassment Policy Guidelines - Part IPermission is hereby granted to modify and use the information in this draft sexual harassment guideline, provided you include reference to the author as shown at the end.We shall take all reasonable steps to see that this sexual harassment policy is followed everyone in our organization who has contact with employees.

Make the Most of Your Time - Focus on Strengths


Once working and focused in tune with what they do best, your people are freed up to deliver their very best performances. They encourage others to work to their strengths too.

Managing Change - Get it Right


In any event, getting the process right is a vital component. The credibility of the change managers will be scrutinised closely enough on the issue itself, with all processes in place.

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.

Creative and Innovative Culture, Change Management - Three Easy Tests


Creativity can be defined as problem identification and idea generation and innovation can be defined as idea selection, development and commercialisation. From this simple definition, it is clear that certain cultural characteristics ought to be prevalent if creativity and innovation are to be maximised.

Performance Expectations - 5 Tips and 5 Questions


People want to understand their role - they want to do well! So by being clear, really clear about what it expected of them, makes a big, big difference! And that improves performance as well as saving you time chasing others around to deliver what you want.5 TipsBe Clear - your people need to know what they are doing, both in terms of actions and the standards that you will be expecting.

Blame Culture Blues - How the Language of Blame Manifests Organisational Underperformance


If you have ever worked within a large organisation then you are sure to have heard the term 'we will not have a blame culture' at some point. However the sheer fact that this statement can be made is an indication that a blame culture already exists.

Relationship Building - 5 Tips and 5 Questions


And is isn't hard - it's more about focusing on people, who they are and what interests them. And that's just where you spend your time.

Temporary Employees and Operational Problems; Your Use of Temps Might Reveal Warning Signs


A recent Washington Post article, described the life of temporary employees working at an automobile plant in Kentucky. Working at a fraction of what permanent employees make at the plant, some employees had been working as temps for extended periods, as long as three or four years, when early indications had been they would be permanent within six to 12 months.

An Honest Look at Your Business


There is a difference between being comfortable and being in apathy.It is very comfortable to have a smooth running organization when you have a team that knows what to do and does it.

Appraisal Systems - Not Living Up to Their Objectives


Almost, if not all organisations have them, they've been around for a very long time and some organisations swear by them, however on the whole the average appraisal system fails to live up to the expectations of the organisation and often they can cause more trouble than they are worth."So, minister, here we are at the end of your government and the record doesn't look to good, crime is up, hospital care down, the economy still shaky and poor public services.

3 Keys to Being a Fearless Executive


In my work with business executives, I have come to the conclusion that most individuals in positions of influence got there accidentally. This may sound harsh to those of you in the business world reading this article, but the truth CAN be harsh, much like the medicine our mothers gave us as young children.

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


The difference between leaders is ears. Good leaders not only ask good questions, but they actually listen to the answers.


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