Articles

Rollouts of EDRMS software are overwhelming. They introduce new software and new methods of information storage to almost everyone in an organisation. As an EDRMS Project Manager your …

The shift in thinking and perspective required of EDRMS users to assimilate enough knowledge to ensure successful records management systems implementations is substantial. The shift is much greater …

IT projects are variously reported in both online and print media of having a failure rate approaching 70% when measured against their original objectives. Clients we have worked …

Customer feedback Two ways to see a customer complaint are: As a negative critique on what your organisation did or didn’t do to be defended or ignored As …

When people have the right mix of attitude, subjective norm and perceived behavioural control, their intention of changing service behaviours will be strong. Their intention is only constrained …

In a serious change program it is necessary to change people’s behaviours, “the software”, as well as the processes and systems, “the hardware”. Forgoing a serious attempt at …

Guests of hotels and resorts at the top end of the hospitality range of properties are being under-serviced. The impact is felt directly on the top line of …

For more than twenty years the mantra in private enterprise and public enterprise has been “customer focus”. The phrase appears on mission statements, vision statement and “our values” …

Too many organisations, especially small to medium sized organisations, do not spend enough time understanding their market, to their own detriment. They become reliant on the market not …

Improving productivity To fully appreciate productivity and improve it, organisations must concentrate on more than just labour. They must also concentrate on more than internal values of productivity, …