Category Archives: Increasing revenue

Customer service cultures

Posted on January 9, 2013 by Jonathan Smith

Last year I had a couple of experiences highlighting why social researchers suggest people are becoming disengaged and cynical about government, and also why people often say rude things about public servants. To me they are very powerful examples of … Continue reading →

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The only six businesses in the world?

Posted on April 20, 2012 by Jonathan Smith

In the ongoing search to understand business and help organisations be more effective, I’m currently researching a framework to describe the fundamental nature of all businesses in the smallest logical number of categories. I’m thinking of this as the ‘periodic … Continue reading →

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Risk management: Part 3

Posted on September 14, 2011 by Jonathan Smith

Look back at earlier posts on risk management: [Part 1] [Part 2] Part 3 Risk management vs risk avoidance In some circles, especially in non-commercial sectors, ‘risk management’ is commonly confused with ‘risk avoidance’. And you don’t have to be a genius to … Continue reading →

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Risk management: Part 2

Posted on September 14, 2011 by Jonathan Smith

More on risk management: [Part 1] Part 2 [Part 3] Risk management plan One common approach to risk management is to create a risk management plan. The process of creating such a plan can be fun, as a whole bunch of … Continue reading →

Posted in Decreasing costs, Increasing revenue, Positioning for the future, Quality | 3 Comments

Risk management: Part 1

Posted on September 14, 2011 by Jonathan Smith

Risk management and other buzzwords ‘Risk management’ has joined the growing lexicon of management terms being bandied around to make the speaker sound impressive and knowledgeable, while the original meaning has been steadily eroded. When people start latching on to … Continue reading →

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Measurement 101

Posted on January 10, 2011 by Jonathan Smith

I love measuring things. Maybe it’s because I was deprived of good quantitative data during my formative years studying a liberal arts degree. Or maybe it’s because the first thing I ever seriously tried to measure was my own work … Continue reading →

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The Balanced Scorecard

Posted on December 15, 2010 by Jonathan Smith

The Balanced Scorecard (BSC), created by Arthur Schneiderman and popularised by Kaplan & Norton, is a commonly used framework for setting organisational performance measures along four dimensions: How do customers see us? What internal processes must we excel at? How … Continue reading →

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Dilbert on marketing

Posted on October 1, 2010 by Jonathan Smith

The timeless wisdom of Scott Adams. This is going straight on the wall.

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Minds at work?

Posted on September 8, 2010 by Jonathan Smith

Troy Ginbey, from Tune in Tokyo, and I have been having a debate about the Minds at Work website. I kind of like the way they’ve tried to incorporate a sense of what they do and how they do it … Continue reading →

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Not Brad and Ange

Posted on July 25, 2010 by Jonathan Smith

It’s never trendy to say anything nice about Telstra, but they certainly do tell a good story. The Brad and Emma ads have divided commentators. Some people hate them. I must admit I love them, but that’s not the point … Continue reading →

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