Is profanity ever acceptable? The first sentence in ‘The Martin’ contained the F word. The opening sequence to ‘Four Weddings and a Funeral’ was filled with it. Celebratory chefs are noted for its liberal use. They pepper their phrases with it. I’ve been trying not to use it so much if at all, especially the … Continue reading Unfolding plans 157 – Profanity
Unfolding plans 156 – No secrets
Would the world be a better place if there were no secrets? There would be no need to hide anything, no need to keep things under lock and key and no need to encrypt our precious or most dark information assets. If there were no secrets there would be no cyber-crime. There would be nothing … Continue reading Unfolding plans 156 – No secrets
Unfolding plans 155 – Change Management Institute
I did my pitch to the Change Management Institute last week. The evening was held in the Northumbria University Business School where the Manor’s goods yard used to be. It was the first time I had ever been in the building and I must say it was impressive. I think what I said went down … Continue reading Unfolding plans 155 – Change Management Institute
Unfolding plans 154 – Making some noise
I must admit to listening to Classic FM on the way into work and back home again. I used to listen to the news on Radio 4 and found that I would get wound up by whatever the main story was that day. The format of generating an argument between two opposing camps wore me … Continue reading Unfolding plans 154 – Making some noise
Unfolding plans 153 – men or women
The presentations at the Women in IT event that SOCITM launched were great. There were lots of similar stories that reminded the audience, if it needed to be reminded, that the job of getting true diversity in the IT industry is far from over. I covered most of what went on in a previous blog … Continue reading Unfolding plans 153 – men or women
Unfolding plans 152 – taking stock
Friday is always a good day to take stock. Today is day five of National Customer Service Week and so it’s a great opportunity to think about what has happened. It was not just ICT Services that got involved. Social Care Direct, Transport, First Contact, Customer Services (of course), Neighbourhood Services, Highways, Regeneration and Economic … Continue reading Unfolding plans 152 – taking stock
Unfolding plans 151 – Employee engagement and culture
This week is flying by. It’s day four of National customer Service Week already. I’m still wearing my Institute of Customer Service badge (with pride) even though I’ve changed jackets since yesterday. Today’s theme is employee engagement and culture which is perfect as we’re having our second day of our Lean Start-Up training. The group … Continue reading Unfolding plans 151 – Employee engagement and culture
Unfolding plans 150 – Wear your badge
Day three of National Customer Service Week. I’m cheating a bit today as I’m not involved in any specific event to celebrate the week and so I’m going to talk about what I got up to yesterday afternoon. Having said that, focussing on customers should be and is a constant activity. Peter told me that … Continue reading Unfolding plans 150 – Wear your badge
Unfolding plans 149 – Customer complaints
Day two of National Customer Service week and the festivities are well underway. Today’s themes are Customer Complaints and MOT. I think the MOT idea was one of our own where a small team of people descend upon a part of the wider organisation to help solve issues and identify learning opportunities. I know it’s … Continue reading Unfolding plans 149 – Customer complaints
Unfolding plans 147 – What have you planned for National Customer Service Week?
I covered this in Unfolding plans 106, some seventy five days ago, and here it is. The first week in October has arrived already, the time we set aside to recognise and celebrate our customers. Time is really flying. National Customer Service Week has come around again. It doesn’t seem like five minutes since the … Continue reading Unfolding plans 147 – What have you planned for National Customer Service Week?
Thoughts from a Guerrilla Worker 