Bad management, ethics and philosophy: what can we learn from News of the World?

The demise of a 168 year old (and reportedly profitable) newspaper in Britain called the News of the World (NoTW) gives us some valuable insights on a number of levels. Every day over the past few weeks we have been gobsmacked by the revelations about NoTW and assume nothing could be more shocking. But then there’s a new revelation about the way NoTW practised its business … Continue reading Bad management, ethics and philosophy: what can we learn from News of the World?

Innovation: operational excellence is not a path to sustainable growth

I’ve been thinking about innovation a great deal lately and am fascinated by how many people confuse two different kinds of innovation. The two different kinds of innovation are: continuous improvement – the drive for operational excellence, which is driven by optimising existing business processes and products (in the Six Sigma world the DMAIC approach is used for this kind of change) step-change innovation – … Continue reading Innovation: operational excellence is not a path to sustainable growth

Rebooting business and capitalism

Last year with the launch of Social Innovation Sydney I was inspired by the idea of rebooting capitalism. I had become depressed about the nature of business in our world today and wanted to do something practical about changing things. Then I went off to Paris for LeWeb 2010 Conference and ran into Tara Hunt and our conversation got me thinking (I love meeting people … Continue reading Rebooting business and capitalism

The business of being agile

Recently I noted several large businesses announcing proudly they had adopted Agile development techniques – for example Suncorp, NBN Co, Allianz, Jemena. There is a pattern to the adoption of a new methodology within an organisation. I have lived through the adoption of a number of new methodologies over the years at various companies, for example: Six Sigma, Total Quality Management, Lean, Capability Maturity Model, … Continue reading The business of being agile

Business Evolutionist: The Origins of Unengaged Employees

The Origins of Unengaged Employees has quite an interesting take on employee engagement, but I’m not sure that I agree completely. Engagement is all about feeling like you are a part of something bigger and more meaningful than yourself alone. When I’ve been engaged at work it has all been as a result of non-tangible things like leadership, vision and teamwork. But often this has happened … Continue reading Business Evolutionist: The Origins of Unengaged Employees

Professionalism & IT (or not as the case may be)

Aaargh!! It is an unending source of amazement to me that our society will not let a hairdresser cut your hair or a mechanic fix your car unless they’ve done a multi-year apprenticeship BUT they will let any half-wit who thinks they have a clue play with mission critical computers. Since computers are now a central part of modern life this course of action seems … Continue reading Professionalism & IT (or not as the case may be)

Why are all telcos unable to manage any customer service at all?

Recent experiences with two different telcos add up to the same thing – shockingly poor customer service. #1 There have been a series of problems with one of the web pages I’m associated with. The telco in question has DNS problems every other day such that the site disappears. When the webmistress calls to ask she gets crap answers and the problems continue. #2 I … Continue reading Why are all telcos unable to manage any customer service at all?