Good Management Attracts Great Employees

Do you want to attract highly talented employees? John J. Mack, the head of Credit Suisse First Boston, says “a firm’s best hope for distinguishing itself in the crowded financial field now has to come from its superior management of people.” …

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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, …

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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. …

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Practice Containment And Recovery In-Process

Save your people time and effort by packaging work to be easy to pickup at any point by another individual. It’s a great time management strategy because employees know where they have been, and understand where they are going in a certain project. It helps them focus on the task at hand.

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