Posts in category: Business Practice

Two assets lost in restructures

Two assets lost in restructures

When an organisation restructures its operations, it runs the risk of losing two core invisible assets – tacit corporate knowledge and established goodwill. These assets are invisible because they can be hard to quantify financially, and because the effects of...
Perpetuated product UX fails

Perpetuated product UX fails

For as long as I could remember, this has always happened to every single bottle of cream cleanser I’ve ever purchased and used; regardless of the brand. The hinge breaks, the small hole clogs up, and product accretes around the hole in an unsightly manner. All these...
That Google Duplex demo

That Google Duplex demo

There’s been some negative reactions to the recent demonstration of Google Duplex where the AI assistant called a hairdresser to make an appointment. The natural-ness of the voice and speech pattern is astounding. The use of fillers and minimal encouragers – umms and...
Interrogation vs Inquiry

Interrogation vs Inquiry

Traditional fact-finding tend to revolve around Why. Why did this happen? Why were these things done? Why weren’t these measures implemented? Appreciative Inquiry tends to revolve around How. How did this situation come to be? How could we do better? How can we...
The context gap in UX design

The context gap in UX design

A friend’s recent woes when changing from an ADSL to fibre internet connection with the same ISP highlighted this classic UX design fail: the context gap between the service provider and the service consumer. And also the siloing gaps between related processes within...
Two reasons to leave

Two reasons to leave

Sometimes, it is necessary to leave a job or end a contract early; for the sake of our wellbeing. Here are two signs that may signal that time has come: 1. When we (as the service provider) no longer care about the work. Or we find ourselves constantly struggling to...
Hospitals to start drug company

Hospitals to start drug company

Image from Gizmodo. When things stay unchanging for a long time, we can accept them as immutable truth, and forget the power and resources we have at our disposal to make change. The status quo is: drug companies make and sell drugs, hospitals buy and use drugs....
Experience design must move beyond marketing

Experience design must move beyond marketing

The increased focused on customer experience has brought design into more businesses than ever before. Unfortunately, there is still a tendency to see experience design as just another marketing function. If you want to maximise the returns from customer experience...
Don’t marketing-speak to your people

Don’t marketing-speak to your people

Is your internal communication indistinguishable from your external marketing/PR? Are you using the same marketing-speak to talk to your people? If Marketing/PR-speak were an ointment, it would be labeled “for external use only.” This may sound stupidly obvious, but...
Why hotdesking is broken

Why hotdesking is broken

Our sense of belonging to a group, an organisation, a tribe, etc is rooted in location/space as well as in social/psychological factors. Whether consciously or otherwise, we have a sense of belonging to the organisation employing us. Our cubicle/desk/office is our...
Too senior to be accountable

Too senior to be accountable

Organisations can become too big to fail. The ones with the right political connections that can access public funds should their flounder for any reason. Similarly, certain management executives can become too senior, too well connected, too well entrenched, to be...
Continuum of customer service care factor

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much money can I make off you? Customers exist to enable my success. They should be so lucky to have me serve them. Balance:...
Thank those who go the extra mile, because it probably cost them

Thank those who go the extra mile, because it probably cost them

Those who go the extra mile (to deliver outstanding results) are probably doing so on their own dime. This seems to be the unfortunate reality of work today. We have set up the organisations that run our government institutions, community causes, and private sector...
Signs of a broken organisation

Signs of a broken organisation

A combination of the following behaviours and conditions, seen consistently over a period of time, can be a sign that things are not well in an organisation. Senior management is missing in action; especially during crises. Management is alienated from the workforce...
Can your business bank help (with innovation)?

Can your business bank help (with innovation)?

A bank is necessity a conservative, cautious, slow to react or change organisation. That is their DNA, tied in with their business requirements and industry identity. Who would go to a bank that is on the cutting edge; where chaos, uncertainty, and bleeding occurs?!...
Incremental acceptance of the unacceptable

Incremental acceptance of the unacceptable

Social disasters stem from the gradual acceptance of unacceptable (but small) changes. Step by unchallenged little step, we march as a whole towards a greater outcome we would not otherwise choose. Social disasters can start from both bad and good intentions. A...
Just hiring diversity is not enough

Just hiring diversity is not enough

Diversity is more than just hiring diverse people in your organisation. If everyone in your organisation is unwilling, or don’t know how to connect to each other, then your organisation is no more diverse beyond the politically-correct stock photos on your...
Reviewing commitments

Reviewing commitments

How often are we caught up in a particular course of action – something we had committed to some time ago – when it no longer serves us in the here and now? Or perhaps it is even something that is actively impeding our business right now. Or something we are...
Details details details

Details details details

This is one of the monitors in a local McDonald’s. Do you notice anything odd about the display? It has been like this since I first came here over 5 years ago. The vertical white line pans left and right endlessly. Order numbers appear behind the words...
Problems in an ego-driven business

Problems in an ego-driven business

When a business is primarily driven by the owner’s ego, the following problems often arise: Wrong priorities: The ego’s needs come first. Everybody else, including customers, must come after. Customers will feel this self-centredness no matter how well it is hidden...
Page 1 of 2712345...1020...Last »