Monthly Archives: April 2010

Recommended post @Silent Design « Design for Service

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Silent Design « Design for Service.

I’ve added a couple new papers to my Service Design Research collection. Silent Design and Why Design is Difficult to Manageare a pair of papers from the London Business School by Peter Gorb and Angela Dumas. Silent design has come up in a few different service design contexts [PDF 240k] over the past year so I finally decided to check out the source:

It can be argued that a great deal of design activity goes on in organizations which is not called “design.” It is carried out by individuals who are not called “designers” and who would not consider themselves to be designers.

To be continued at http://designforservice.wordpress.com/2010/04/29/silent-design/

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Reading at Blogging innovation: Focus on performance

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Focus on Performance

Found at http://www.business-strategy-innovation.com/2010/04/focus-on-performance.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+business-strategy-innovation+(Blogging+Innovation)I

‘m going old-school with today’s message – it’s going to be direct, and to the point… focus on performance. One of my pet peeves is the voluminous amount of management speak and self-help propaganda currently in circulation designed to codify a lack of performance. I’m an individual that believes in clear and direct communication, so I’ll spare you the rhetoric and just do what I do best… cut to the chase. Put simply, the formula for success, what truly differentiates you, is that you either PERFORM or your don’t.

The text that follows is not going to nurture you, nor will it serve as a disingenuous pat on the back. I’m not going to tell you what a nice person you are, but I am going to ask you to lose the excuses, rationalizations, justifications, platitudes, theories, and spin and just get the job done. This message is about zeroing-in on the main difference between the impact players and the wannabes… it’s called delivering a certainty of execution. Don’t give me excuses… give me results.

To be continued at http://www.business-strategy-innovation.com/2010/04/focus-on-performance.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+business-strategy-innovation+(Blogging+Innovation)

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Have You Gone Out and Talk to Your Customers Lately

All the pretty girls... (11AUG08: Heartbroken ...
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Have You Gone Out and Talk to Your Customers Lately? crm cem � Fredzimny’s Blog http://ping.fm/KOHWv

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Have You Gone Out and Talk to Your Customers Lately?

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CustServ: Customer Relations: The New Competitive Edge.

You know (I’m sure you know!) your customers have been talking about you, your products, and services. But have you gone out of your way to talk to them and find out what’s really ailing them?

This is what Toronto Transit Commission (TTC) did. They had been hearing about dirty washrooms, lazy drivers, bunching on bus routes, among other things.

So one day:

Seven panelists, including hotelier Steve O’Brien, who chairs the volunteer committee, went to the Bloor subway station to solicit comments and ideas from riders who haven’t forgotten the token hoarding and pictures of a sleeping subway collector that have battered the TTC’s reputation in recent months.

To be continued at

http://custserv.gbwatch.com/?p=1218

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Recommended: CRM #C Introducing Temkin Group,

P1040716.jpg  [28JUL08: Heartbroken @ Studio80...
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Recommended: CRM #C Introducing Temkin Group, Customer Experience Transformation Consultancy http://ow.ly/17cPsc

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Reading Attensity Acquires Biz360, Shows Roadmap to Social CRM http://ow.ly/17cJRz

Recession boosts new ways of working � Fredzimny’s Blog http://ping.fm/A68M0

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