John Tschohl of the Service Quality Institute writes that speed dramatically reduces the amount of time needed to complete a task by altering factors such as empowerment, the mindset of employees, and organisational policies and systems. Speed is one of the most strategic elements a company can use to attract and retain customers and to […]
According to John Tschohl of the Service Quality Institute, retaining employees who perform poorly is expensive both financially and emotionally. It costs a lot of money to repair the damage they do. This includes the time it take to correct mistakes they’ve made, dealing with a significant number of customer complaints, creating friction, and in-fighting. […]
John Tschohl of the Service Quality Institute outlines what is required to be your company’s most valuable team player. Basketball courts were a hotbed of excitement in the United States during March Madness as 68 men’s college basketball teams competed for the national championship in seven rounds of a single-elimination tournament. By the time the […]
