Once a Man of Action purchases a train ticket with the Indian Railway Catering and Tourism Corporation, he will forever receive emails; most of them will be in Hindi.
Every once in a while, though, he receives one in English – that may as well be in Esperantu. A journey through the rules of getting a rail refund. Continue reading Off The Rails: A Bureaucracy Update
Demanding more from your customer? Be sure you know how the competition stacks up – while you still have a customer!
A festive story that can be enjoyed the whole year ’round. Continue reading The Parable of the Holiday Plaid
Clarifying objectives – that is, understanding the rationale behind expectations – allows a Man of Action to act wisely.
Properly articulating the “why” improves customer satisfaction, response speed, employee engagement, and more.
(Part One of Two) Continue reading What’s The Objective?
After a few weeks of doing basically nothing, United Airlines’ CEO reached out with… really nothing but an empty email. (Well, they cleared up when he’ll call the cops on customers).
One of many things United needs is to take a hard look at its business processes, and make sure all employees understand their intent. Continue reading The Skies Still Ain’t So Friendly
A recent run-in with Indian transport and teleco bureaucracy brings into stark contrast the difference between a good “Process” and merely “procedures”.
Some ideas to help make your processes more flexible. Continue reading Design Adaptability Into Your Process
Don’t let the ball drop on making improvements in the New Year. Instead of quitting smoking or eating fewer carbs, why not try to build some healthy habits in the workplace?
Here are a dozen ideas to get started. Continue reading Twelve Resolutions for a Better 2017
