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?…
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.…
Innovation has drawn tremendous attention in the business world over the last decades and seems to be up on the radar screens again. The character of Innovation has changed over time from the traditional research-based theory towards the knowledge-driven approach that is based heavily on our social networks. It has made its way from the laboratory into all parts of business and personal life. …
Before considering what the key skills for HR practitioners in the future will be, it is essential to identify the future challenges for the HR service.…
If you want to clarify or explore a task, find root causes of a problem or develop your strategic thinking skills you may want to consider the queen of exploration tools: WEBBING.…
By using the SBI technique, the feedback is rather focusing on facts – neither on person nor on assumptions. This helps to make it less threatening and easier to digest. It goes like that: Specify the Situation, describe the Behaviour, state the Impact of the Behaviour. See some examples here……
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?…
MYTH: LEAN SIX SIGMA HAS MANY TOOLS I DO NOT NEED. Certainly, life is much easier without the need to choose between 50 advanced tools for problem solving. However, if the only tool available is a hammer, everything looks like a nail. In reality, there is a multitude of process problems that need more than a hammer……
“We have great news for you. Our project is delivering results already.” The team is all smiles when they give this update during the project meeting. The carefully prepared graphs unveil a remarkably shorter time for the whole process, from customer request to delivery of results. “We have applied a hypothesis test and the result is significant with a p-value of flat zero!”…
Coaching is about believing in someone and then taking action to help that person to be his or her very best. Some months ago, the managing director of an MNC…
The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have often prepared over 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. …
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 understand, very effortless to do and I have the strong feeling I did not make a mistake. Twelve minutes. Really.…
Every blood donor of a large blood bank has to go through five process steps. These steps are Registration, Screening, HB Test, Donation and Refreshment. At the end of the process, that often takes around an hour, feedback forms are available for the donors. In one week, 210 donors have returned these forms with their satisfaction score for each process step.…
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.…
Survey data should be analysed with different tools at the same time in order to find the most appropriate method to show “patterns in data” that lead to conclusions. The Kano analysis or the Jaccard index offer additional insights into survey data.
Remember: Attaining the data is expensive, analysing them is cheap.…
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