(2 minute read) Customer service is the backbone of any successful business. It is the process of ensuring that customers are satisfied with the products or services that a business provides. Excellent customer service can be the difference between a happy customer who returns to a business and a...
(2 minute read) In an ideal situation, an organisation should be like a family, not like the tired cliché that enterprises use to promote their office culture, but in the way that parents pass on skills, life lessons, and successes to their children. (Australian Institute of Management, 2020) Spend...
(1 minute read) While the need for technical competence in select roles has little room for negotiation, the rise and rise in the demand for ‘soft’ (non-technical) competencies cannot be ignored. Soft skills encompass attributes that are crucial for establishing and strengthening professional relationships, such as effective communication, emotional...
(1 minute read) The Lean Management Process encourages the practice of continuous improvement and is based on the fundamental idea of respect for people. The five principles are considered a recipe for improving workplace efficiency. “Trust the process” is one of the most important Lean mantras. A process is...
(2 minute read) Henry Ford has been credited with inventing the automobile and the assembly line. In truth, he did neither! What Ford did, was change the way manufacturers operate. He brought together a collection of innovative ideas that helped revolutionize production – leading to the term we now...
(2 minute read) This month at TMSG, we’ve focused on the importance of People Management within a team or organisation, and shared resources and articles on this very theme. The challenge within this focus, is the potential for a paradox. That is, should people be managed, or do they...
(1 minute read) A poorly managed team can directly impact your business. In contrast, a well-managed team can improve company culture and morale, optimize production levels, enhance efficiency, while providing the company with a competitive advantage. Managers and leaders need regular reminders of the value of the ‘human capital’...
(1 minute read) A key role of leadership and people management is the development of individuals in the team or organisation. Encouraging and supporting team members through their career journey is admirable yet requires some knowledge and skills from the leader or manager. GROW The G.R.O.W. Model is an...
(1 minute read) While leading people to achieve the most desirable outcomes, many leaders and managers are faced with a challenge of whether to focus more on the people they manage, or the tasks they need to achieve. Research and experience have identified that the effective manager needs to...
(2 minute read) Watching talent walk out the door is challenging. When good employees leave, productivity drops, morale can suffer, and remaining staff can be tasked with backfilling the workload left behind. However, it doesn’t always have to be that way. While a talent retention program has genuine merit...
(2 minute read) In addition to the ongoing challenge of attracting and retaining talent in a competitive recruitment market, employers are also faced with engaging with prospective employees who are looking at their career through a modified lens. Changing career path or aspirations seems to be more common now...
(3 minute read) Sea World is like a performance zoo for marine creatures. Well drilled Sea Lions do goofy and skillful routines at the command of their wetsuit-clad instructors, who reward them from a bucket of small fish hanging at their waist. One day at Sea World Marine Park,...