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Our Consultants write about our work with clients.
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"New

The New Normal – So How?

The Year of the Golden Rat has presented us with unusual challenges we have newer seen before. Again. The last Rat, the Earth Rat, had given us the financial crisis. This one has brought Covid.
So, what can possibly be good about this Rat? It forced us to create the New Normal!

"Survey

Do You Understand Your Survey Results?

Many companies spend considerable amounts of money on customer and employee surveys every year. The survey results are used to amend strategies, design new products and services, focus improvement activities, target staff development activities and … to celebrate success.

The question is: Can we always rely on what we see?

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Do You Have Quality Conversations with Your Staff?

During my time at one public service organisation in Singapore, I recognised one day that I had a problem calling my staff by their name. Even worse, I did not know anything about my more junior level officers. Of course, I met my managers and deputies quite often. But, some of the executives I did not have any chance to engage in a chat with.

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Don’t Procrastinate Feedback

During a leadership development workshop for senior officers, a CEO shared that he had initiated a feedback dialogue with his staff by applying the technique taught the day before. He told us that he had postponed and avoided giving feedback for this staff for many weeks, even though he sensed that his colleague was expecting to hear from him. The staff cried during the feedback session – not because he got scolded by his boss – because he was moved by his boss’ initiative and words.

"Wilcox

Making Sense of the Wilcoxon Test

At MyInsurance, survey results have been collected in 2017, 2018 and 2019. The rating was done on a 10-point Likert ranging from 1 … very poor to 10 … outstanding. As always, the upper 3 points, i.e. 8, 9 and 10, are seen as customer is satisfied. All other ratings are undesirable. How did MyInsurance do over the years?

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Building the Muscles of Your Workforce

Running improvement projects in a wide variety of service organisations over the last couple of years, I had to relearn what I thought I had a good grasp of already. I had to restudy the basic drivers of productivity and process efficiency. Yes, it is certainly possible to drive productivity by process changes. Yes, IT can help to boost it even further. However, people often greatly underestimate an important source of productivity that we frequently leave untapped – humans. It is not about making your staff run faster to produce more in a certain amount of time. Rather, it is about what your team members do in that same amount of time. It is about their process efficiency.

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