Monday, 30 March 2015

Adoption: Asking the Right Questions

Authored by John Ryan Shaw, Sr. Director, Adoption Services

Quantifying the value of project activities such as communications, training, coaching and building a sponsor network can be difficult. Most professionals intuitively appreciate that these are valuable activities that can help make the implementation of a new process or tool more successful.

In practice though, many project leaders struggle to determine how important they are and when they should be allocating their limited budgets to those activities. This is natural and understandable because the value of these activities varies from project to project.

Tuesday, 17 March 2015

Planet Self-Service or Planet of Amateurs?

Authored by Pavel Ollitervo-Murphy

Are we a Planet of Self-Service or a Planet of Amateurs?

I have recently read a few articles online that have touched upon this question. We keep hearing this everywhere in the media; ticket offices closing, more airlines moving services online and automated terminal kiosks. Whilst is now common practice to book our hotels online, we still expect to meet a concierge at the reception desk when we arrive. Yet, even these bastions of service are beginning to embrace self-service check-ins and check-outs (even the hotel room door keys are making the move to our mobiles). Banking has been using web for decades now (first terminal based interfaces appeared in the 80’s).

Monday, 2 March 2015

The Carrot & The Stick: Part 2

Authored by Thomas Paiva-Pennick

In part 1 I looked at the stick, in part 2 I’ll be focusing on the proverbial carrot.

The Japanese enjoy long and fruitful business relationships without contracts; instead agreements are based on trust and honour with all elements of performance discussed openly in order to achieve an agreement. That seems a long way from where we are in Europe currently and you could argue our cultural differences mean we will never see that form of contracting in the UK.

But there are steps we can take to building trust with our suppliers that don’t require a great leap of faith and agreeing mutual performance without a contract to rely on...