Category Archives: General

Home / Archive by category "General"

Do You Know About Your Moment of Truth?

The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have often prepared over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes.

Continue Reading...

Continuously Innovating Highly Effective Processes

Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at home on a Sunday afternoon in April. It was not straight forward, I needed to make some amendments and additional inputs to what IRAS had already prepared for me. Yet, it was really easy to […]

Continue Reading...

Making Sense of Chi-Squared Test – Finding Differences in Proportions

The Chi-Squared test is used to check whether there is a significant difference between observed frequencies (discrete data) and expected frequencies for two or more groups (discrete data). For small sample sizes, Fisher’s Exact test is to be used instead. Both test are performed in a similar way. See for yourself.

Continue Reading...

Making Sense of Test For Equal Variances

Three teams compete in our CHL business simulation. After completing Day One, it looks like the teams show a very different performance. Although the means look very similar, the variation is strikingly different. To test this assumption of different variation among the teams, the Test for Equal Variances is deployed.

Continue Reading...

Ground Rules for Creativity Sessions

If you wish to engage in a fruitful workshop that leads to innovative ideas, you may wish to clarify some basic ground rules for creativity sessions. These ground rules have been adopted from the Creative Problem Solving toolbox by the International Center for Studies in Creativity. And, they have been proven essential through many creativity sessions.

Continue Reading...

Cultivating an Improvement and Innovation Mindset

Not continuous improvement nor innovation have to start with massive initiatives. To the contrary, it needs to be part of the DNA of an organisation if you want to ensure that your aforementioned initiative is successful and lasting.

Continue Reading...

Gemba? I was There

Leaders need to spend more time at the real touch points impacting customers and employees. Only then will they truly understand the real situation so that they can take effective actions to improve performance. And, being seen in Gemba only in crisis situations undermines its value and leaves a negative stain on it.

Continue Reading...

Take Care of Your Talent – Or Someone Else Will

Recently, I had coffee with Edward, an old friend – or better: one of my mentors. He is approaching seventy and yet is in the pink of health. So I asked whether he plays golf 24/7. His response came a bit as a surprise. “My company still needs me – so I am re-employed. Full […]

Continue Reading...

Seven Habits … – Habit 2: Moment of Truth

The Moment of Truth is the short time frame when a customer experiences the product or service that many people have prepared often over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes. […]

Continue Reading...

Pictures

Job Redesign Job Redesign – Building Workforce Capacity for the Future, Talk at Employer Alliance by COE. 25 June 2013 Singapore Cooperation Programme II Singapore Cooperation Programme, “Human Resource Management in the Public Sector” organised by Ministry of Foreign Affairs and conducted by COE. 25 June to 06 July 2012 Singapore Cooperation Programme I Singapore […]

Continue Reading...