As we begin the new week, I want to share a very interesting real experiment that was done at Washington DC Metro Station by Washington Post. (Caution: This is a 2007 feature and some of you may have already read about it earlier) Joshua Bell is one of the greatest musicians in the world. On […]
It is said, whatever business you are into, you are ultimately into customer service business. For service industries (healthcare, education, banking, information technology and so on), the definition of quality is much beyond plain ‘conformance to requirements’. In order to deliver overall quality of service (and customer experience), businesses have to take a holistic view […]
I once worked with an organization whose value system comprised of just three words, “Integrity. Transparency. Trust.” Simple definition of integrity is that your thoughts, words and deeds are congruent with each other. You keep your commitments and do what you say you will. It is about living by your words and practicing what you […]
Consider the following tale of two managers who wanted to be effective. – – – In quest of being effective, Peter tried doing too many things at a time. He jumped into every crisis and in the process, spread himself too thin. His priorities kept on changing in line with changing demands of workplace. He […]
… and I am very proud and happy about it. Jurgen Appelo (over at NOOP.NL), whom I have been reading since last couple of years, has compiled a list of Top 150 Management and Leadership Blogs. QAspire Blog ranks 89 amongst these, when mere inclusion in the list is an honor in itself. There are […]
Most organizations have “being customer focused” in their vision statements. Most common definition of customer is the one who pays for availing services. But those are external customers. The other part, and often a forgotten one, is that organizations have internal customers – the people who work with the organization. Quality System means a chain […]
This month’s Carnival of Leadership Development is hosted by Sharlyn Lauby at HR Bartender blog. I am happy to have my post 3 Lessons in Building Great Relationships with Customers featured there along with some of the best posts on Leadership Development. If you are looking for some fantastic reading on leadership and allied subjects, […]
I came across a book from Peter Drucker titled “Managing For The Future” published in 1992. The power of great writing is that it is timeless. I read this old book and still enjoyed reading it because ideas presented in the book (specially on Leadership) are still very relevant today. The shape of corporate organizations […]
March was again a productive blogging month. I lost first half-a-month worth of my writing time because of a business trip to Helsinki (Finland), but I could catch up eventually. First quarter of 2010 is gone – time really flies. You can revisit my writing in January 2010 and February 2010. In case you missed […]