Five Steps To Upgrading Workforce Performance (Summary)

Every employee is different, each produces their own value to the organization. Kaleem Aziz puts forward a controversial point about measuring an individuals performance, while asking some important questions. Like your customers, your workforce must be cultivated to produce the most valuable pool of resources possible.

Continue Reading →

Reinforce Praise Worthy Performance Not Tracking Systems

A reader writes to Bob Lewis about a information technology (IT) support person who is regularly praised for great performance and attitude, but is pressured by his manager to stay within the ticket tracking system. Most IT departments have a centralized tracking system, …

Continue Reading →

The New Focus Is On Customer Services (Abstract)

It is not clear to me why we rename things that already are known. I guess it makes old concepts new against. This articles introduces ITSM and ITIL, two acronyms I don’t want to hear a single customer of mine use. …

Continue Reading →