Page 1 of Kevin Dwyer's writing

1. Changing Organisational Culture Requires a Change in Leadership Changing culture or "the way we do things around here" need not be as difficult as it first seems. We often make it more difficult for ourselves because the first and most important change often needs to come from us as leaders. We can... (posted by Kevin 3 years 314 days ago.)

2. Changing Behaviour; Lessons from Safety Training Getting safety training right or wrong has immediately obvious and emotionally and financially tangible consequences. The rewards of: no deaths or disabling injuries, no grieving families, no grieving workmates, no damage to reputation... (posted by Kevin 3 years 314 days ago.)

3. Call Centres: Customer or Internal Metric Focus? "Your call is important to us. We will attend to you as soon as we can". One wonders sometimes what is more important to call centres, the call or the customer. In most call centres, customers wait for a few minutes at the end of a telephone... (posted by Kevin 3 years 315 days ago.)

4. Accountability and the Art of Plausible Deniability The term plausible deniability was introduced into the English language in 1975 when the Church Committee, a US Senate committee, conducted an investigation into the intelligence agencies. It described the situation where the President... (posted by Kevin 3 years 315 days ago.)

5. Web 2.0 and the Retail Customer's Buying Process The internet has changed the face of retail selling. Customers are able to search for information and evaluate alternatives on-line. In store retail sales processes have, in many organisations failed to adapt to the increased power consumers have... (posted by Kevin 4 years 112 days ago.)

6. Performance Indicators for Coaching Retail Staff to Improve Performance Most retail stores would agree that they can improve their sales performance. What I observe though, is that store mangers and sales managers often do not know how to get better performance from their staff. To coach people to improve their... (posted by Kevin 4 years 355 days ago.)

7. Building Critical Mass in a Change Management Programme A change management programme succeeds only when the change in processes and outcomes become embedded in day-to-day business. For a change programme to be embedded into day-to-day business, a critical mass of employees and managers must be... (posted by Kevin 4 years 359 days ago.)

8. Great Teamwork Begins with an "R" Teams form around a single common purpose. Teamwork occurs within a team only when there is respect. Great teams evolve around self respect and respect for each other. In retrospect, all great teams reflect on the journey they have made as... (posted by Kevin 4 years 364 days ago.)

9. Ask Seven Powerful Questions to Understand your Organisation's Purpose Too many organisations or divisions operate without a clear view of their business purpose. When there is a view, it is sad to observe that different divisions and individuals have different rather than consistent views. Often, much of the... (posted by Kevin 5 years 3 days ago.)

10. Training; Using Games to Embed Learning Too much training is boring. Too much training barely raises itself above level one in Kirkpatrick's four levels of training evaluation. That is, the reaction of students; what they thought and felt about the training. Too much training ignores... (posted by Kevin 5 years 10 days ago.)

11. Write a Job Description That Works For Your Employees The majority of job descriptions are written today for a computer system. Many are written without any purpose at all. Very few are written with the employee and their supervisor in mind. At the most basic level, job descriptions for employees... (posted by Kevin 5 years 16 days ago.)

12. What is a KPI? A Key Performance Indicator (KPI) is neither a Goal, nor a Key Result Area (KRA), nor a Target, nor a Result nor a Critical Success Factor. And yet these terms are often used interchangeably with a KPI. A KPI defines itself, to a large extent... (posted by Kevin 5 years 60 days ago.)

13. Managing Change; Motivating People Motivating people is a myth. People cannot be motivated by others. They are motivated from within. Leaders can however, set up an environment in which people are able to motivate themselves. To set up an environment that enables employees to be... (posted by Kevin 5 years 60 days ago.)