We all, no doubt, have preferred models and frameworks that stand the personal test and time as new management fads come and go. And for me, the SERVQUAL model of service quality is one I return to again and again. For all its limitations, I've yet to come across a better encapsulation of how to analyse customer expectations.Go
The omni-channel world provides a clash of old world and new world: different value chains co-existing; legacy ERP systems working alongside new digital technologies. If it can be made to work the consumer wins.but can the retailer win? What are the questions and challenges leaders and their teams need to face?Go
Some people feel they have to be good at every leadership dimension to justify taking on a leadership role. This has two critical consequences: leaders are making decisions so far out of their areas of competence they are damaging their business; secondly - potential leaders who recognise they have areas of weakness feel they have no place at the top table, which is a tragic waste of talent. We ex...Go
Today's organisations need a new model of leadership which no longer reveres heroes, says Val Sedounik. The truth is that an organisation is never a one-man show. So what's the alternative?
Organisations invest a lot of money in leadership development but the end product can often overemphasise importance of the behavioural side of leadership, as if it is an end in itself rather than a means of delivering results. Find out how to ensure the effectiveness of leadership development.Go
Change Associates worked with Dinah Rose QC and the BBC's own HR department to produce an objective review of behaviour within the BBC. Find our more here.
It's human nature to surround ourselves with people who are just like us. It's a view that sets unrealistic expectations of - and intolerable pressure on - chief executives and other leaders. Find out more about our more liberating view on leadership.