So, it’s day one of this year’s National Customer Service Week. I’ve already told you what our plans are but like the best laid plans of mice and men I haven’t got off to the greatest of starts. Perhaps that’s a little unfair. I had planned to go down to Durham to meet up with … Continue reading Unfolding plans 148 – Know your customer
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?
Unfolding plans 140 – be mindful of others
A couple of days ago I was telling you about Lee and his stories. His tale of children and coasts tugged on a few strings. It brought back memories of childhood, happiness, helplessness and an innocence lost. It gets me every time I hear it (and I’ve heard it a few times now!). He has … Continue reading Unfolding plans 140 – be mindful of others
Unfolding plans 139 – we need fewer rules
First break all the rules. That is what the book said. If this is a rule then should we break it? First stick to all the rules? It’s all a bit confusing. There are too many rules, too many regulations. I can’t be expected to know them all yet every time we are faced with … Continue reading Unfolding plans 139 – we need fewer rules
Unfolding plans 138 – we need more entrepreneurs
I’ve heard it said many times that entrepreneurs are a special breed. They are vital to the health of the economy. They create the wealth that this nation relies upon to pay for its hospitals, its roads and all the other good things we’ve come to expect in a modern economy. I agree. Those people … Continue reading Unfolding plans 138 – we need more entrepreneurs
Unfolding Plans 131 – A SOWE
I’ve been thinking about how we create a self-organising work environment. A SOWE. I’ve been thinking about it ever since I saw Sugata Mitra’s work at the first Dynamo conference and that was well over a year and a half ago. How do you get your teams to come together and deliver what is required … Continue reading Unfolding Plans 131 – A SOWE
Unfolding plans 123 – Solutionsim
The hand dryer said fifteen. The numerals flashed in blue and counted down to zero while the hot blasts of air desiccated my hands. I moved them up and down as instructed to make the drying process more effective. There was a handy pictorial guide. Why was there a counter? Can I not work it … Continue reading Unfolding plans 123 – Solutionsim
Unfolding plans 119 – a new era
Have we moved into a new era of ICT provision? At least have we where I work? I ask this because we had a problem the other day that affected a significant part of our business yet no calls were made to the Service Desk. I heard about it from a colleague of mine who … Continue reading Unfolding plans 119 – a new era
Unfolding plans 112 – a strange feeling
What a strange feeling. I’d needed some time to get my head round some things and found a quiet space in which to do it. Paul’s office was free and so I made my camp there for the day. I’m one for open plan working as you know. I am a Guerrilla Worker but there … Continue reading Unfolding plans 112 – a strange feeling
Unfolding plans 106 – How many sleeps?
There are only one hundred and fifty five sleeps until Christmas. I think I’ve counted the number correctly. It seems a long way away but it will soon be on top of us again. I don’t think I’ve paid for the last one yet. There are only seventy five sleeps however until this year’s National … Continue reading Unfolding plans 106 – How many sleeps?
Thoughts from a Guerrilla Worker 