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An employee happiness survey recognises staff happiness is what matters most both to the employee and business. 7 Tips for an Effective Employee Happiness Survey An employee happiness survey recognises staff happiness is what matters most both to the employee and business. Published on: 23 May 2024 Employee happiness surveys are not unlike employee engagement and staff satisfaction surveys, they would include the scope of these, but they are broader. An employee happiness survey recognises staff happiness is what matters most both to the employee and business. Happy staff will outperform unhappy staff many times over. It recognises that personal happiness is not just related to work but other areas of our life too. The impact of poor employee engagement Poor employee engagement exacts a heavy toll on organisations. It manifests in decreased productivity, heightened turnover rates, and escalated recruitment costs. Disengaged employees are less likely to innovate or collaborate, hindering progress and stifling creativity. Moreover, their dissatisfaction often translates to diminished customer satisfaction, impacting revenue streams. Addressing employee engagement isn't merely a matter of morale; it's a strategic necessity for fostering a culture of growth and ensuring sustainable business success. How to create an effective employee happiness survey Business benefits of an effective employee happiness survey include: Increased employee retention Improved business productivity Enhanced communication Increased business resilience Improved innovation and competitive advantage Increase employee engagement Improved profitability Many people look at a company’s social and environmental commitments Employees often want to be more involved in cutting carbon emissions and may feel their company isn’t doing enough. Many organisations set the target for emissions reduction, but not what practical measures are being taken to achieve it. Effective employee engagement is key to any organisation and a lack of clarity and clear communication of climate warming mitigation strategies can be distracting or demotivating for staff. Inspiring staff to act on climate change is both motivating for them and good for the bottom line. We are social animals, so we value our friendships at work Friendships at work can help increase employee engagement as well as personal, professional and business productivity. This makes work more enjoyable and rewarding, with employees more likely to want to go to work each day. If work is stressful or routine, friendships can help to overcome poor performance and low productivity. Staff are more likely to open up to a trusted friend about issues and problems at work. They are also more likely to deliver improved service levels and less likely to leave the company. Experts have suggested that work-based friendships can be the most impactful on our overall happiness – both at work and home. To achieve valuable friendships, companies need to create an environment where staff feel at ease to communicate and share ideas, thoughts and observations without fear of being judged and reprimanded. People should be able to come to work every day as themselves. Many believe that socialising and friendships are important for making progress in a company and advancing their careers. If social connections don’t exist, people may feel demotivated and want to leave, so employee turnover will increase and overall workplace happiness will decrease. However, you need to be aware of some dangers. Staff may want to avoid becoming too close with colleagues. Telling everybody about your domestic issues, hidden desires or long-term plans may be distracting to what you are all trying to achieve at work. And some people naturally have a more negative disposition than others, so confiding in people who negative could get you down. Somebody once said we become the five people that we spend most of our time with. Employees might not have a best friend at work but they should expect to have some strong personal relationships with colleagues. Feeling absorbed in the work we do can make us happier If you can lose track of time at work, then the chances are you’re doing something you enjoy and are good at, which should make you happier. We are spiritual beings after all – more than we are transactional consumers. So, find finding something that absorbs you and helps you identify your own spiritual being, what you’d get out of bed for, your passion, is important. Part of how we become more absorbed in our work is feeling that we have the autonomy to complete that work in the way we know best. Do staff feel listened to, do their opinions matter and are their suggestions valued and acted on? Transparency builds trust in an organisation Employees are going to feel happier if there is transparency in their organisation based on open, honest communication. If there isn’t, they may feel resentful and distrustful, perhaps holding back from fully engaging with the organisation. They might mirror this behaviour by holding back information themselves. Providing information in a timely way is key, including bad news, to minimise surprises. Holding interactive sessions with staff on a weekly, or another regular basis, helps people to feel involved, updated and engaged as part of a company team. Create a mindful workplace to improve workplace happiness Being mindful is being in the moment, being 100% present in the now. Like a child, in the present moment, with eternity before us. Many of us, though, spend most of our time thinking about the past or worrying about the future. Neither of which exists, there is only now. And there will only ever be now. So, experiencing the now is a good way to be calm, reduce stress and focus. Think about your vision, and your dream life periodically, but be in the now. Does the company acknowledge this? Does it give staff space to think, relax and be in the moment? They’ll be happier, more creative and engaged if they are. Employees need to feel recognised and valued for their work Feeling recognised, valued and rewarded for the work we do is important, not only to feel happy but also professionally and for the company’s bottom line, too. There are big benefits for workplace productivity, health and wellbeing, employee engagement and business profitability. Creativity will increase as staff know their ideas matter and it’s safe to express them. This creates a more positive working culture, staff are less likely to leave and your competitive advantage is enhanced. After all, competitive advantage for any business relies on its staff’s ideas, insights and effort. It will help to build a stronger, more resilient team. Most people leave their job not because of pay but because they didn’t feel engaged, respected or listened to. If the company feels like a team and they are an important part of it, they are less likely to leave and deliver higher service levels. Is work contributing toward your employees’ own life goals? As we spend so much time at work, we need to feel that our own life goals and our work, job or professional goals are aligned. Having these aligned with the company’s goals is also important. Since the Covid-19 pandemic, this has become a bigger concern with 65% of people in a Gartner survey saying they’d rethink how work should fit into their life. In this way, employees are working on something that they are both good at and like doing, something they may even feel passionate about. But if their life goal is to be on a stage in front of an audience, then working in an office may feel deeply unrewarding for them, even if they’re good at it. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Leveraging Sustainability Business Plans to Support the Sustainable Development Goals (SDGs) Leveraging Sustainability Business Plans to Support the Sustainable Development Goals (SDGs) Discover how sustainability business plans play a pivotal role in advancing the Sustainable Development Goals (SDGs). Learn how your business can make a positive impact on a global scale. Empowering SDGs through Sustainable Business Strategies. In the face of global challenges such as climate change, poverty, inequality, and environmental degradation, the United Nations introduced the Sustainable Development Goals (SDGs) in 2015. These 17 interconnected goals serve as a blueprint to address pressing global issues by 2030. Achieving the SDGs requires a concerted effort from governments, businesses, civil society, and individuals. Among these stakeholders, businesses play a pivotal role. In this post, we will explore how sustainability business plans can be harnessed to advance the SDGs, emphasising the potential benefits for companies, society, and the environment. Creating Regenerative Growth for a Greener Future Sustainability alone won’t stop climate warming. To make a real difference, we must move beyond sustaining and focus on regenerating. Green growth and a green economy require businesses to set regenerative goals across all stakeholders. Here’s why net zero and sustainability efforts fall short: 240 Years of Environmental Damage For over two centuries, human activity has severely degraded natural systems. Sustainability cannot restore ecosystems to their original state. Regeneration is the only way forward. We’ve been digging this hole for 240 years – now it’s time to climb out. Simply sustaining our current position perpetuates climate warming rather than reversing it. Regenerative practices are critical to rebuilding essential biological systems. Inadequate Response to Rapid Economic Growth The pace of global economic growth is accelerating, amplifying climate change, biodiversity loss, and resource depletion. Sustainability aims to slow the damage, but we must do more. Regenerative solutions actively reverse environmental harm and build resilience into ecosystems. To offset the environmental impact of growth, businesses need to be NET POSITIVE, not just net zero. This approach creates the capacity to support expanding economies and populations. Less Harm is Still Harmful Reducing harm doesn’t equal doing good. Sustainability often implies that minimising negative impact is sufficient. However, this mindset only delays collapse. Net zero goals can be achieved through carbon offsets rather than emission reduction, promoting the wrong behaviours. Offsets, such as tree planting, can take decades to deliver meaningful results. Regeneration, by contrast, focuses on immediate positive impact, creating long-term solutions that build back better. Distant 2030 and 2050 Targets Lack Urgency Setting sustainability goals for 2030 or 2050 risks complacency. These distant targets encourage short-term fixes rather than lasting solutions. How will progress be measured? Will offsets that take decades to materialise count? Regenerative goals demand immediate action, driving innovation and long-term thinking to address environmental challenges today. The Wrong Mindset Sustainability fosters the illusion of balance and steady-state conditions. In reality, change is accelerating. Believing that we can simply sustain today’s systems ignores the urgent need for transformation. Regeneration acknowledges this accelerating change, pushing businesses to innovate, adapt, and thrive. Lack of Positive Vision Sustainability lacks inspiration. It sets a defensive goal of avoiding harm rather than pursuing growth and renewal. Regeneration fuels creativity, motivates innovation, and drives technological breakthroughs. A positive vision of a greener, regenerative future encourages people to excel, fostering excitement rather than fear. Hardship Makes Change Unlikely Economic hardship stifles collective action. When people face financial insecurity, they prioritise immediate survival over long-term environmental goals. Societies experiencing economic downturns or environmental collapse are less likely to invest in sustainable initiatives. Regeneration must address economic and environmental issues simultaneously to ensure equitable progress for all. Beyond Sustainability: The Regenerative Imperative While sustainability is an essential step, it’s not the final destination. Regenerative practices, long-term vision, and stakeholder collaboration are vital to creating a thriving, resilient future. By addressing climate change head-on, businesses can unlock new opportunities, mitigate risk, and lead the way in building a truly green economy. Aligning Business Goals with SDGs The first and most crucial step in utilising sustainability business plans to support the SDGs is to align the goals of the business with the SDGs. This involves an in-depth analysis of how the company's operations, products, and services can contribute to the global goals. By doing so, businesses can identify where their activities intersect with the SDGs and craft strategies to maximise positive impacts. For example, a renewable energy company can directly contribute to SDG 7 (Affordable and Clean Energy) , while a fair-trade coffee producer can support SDG 1 (No Poverty) and SDG 12 (Responsible Consumption and Production). By identifying these intersections, businesses can set clear targets and develop action plans that address both their financial objectives and the SDGs. Promoting Responsible Consumption and Production One of the key SDGs, SDG 12 , emphasises the need for responsible consumption and production patterns. Sustainability business plans can actively contribute to this goal by adopting eco-friendly practices , reducing waste, and promoting resource efficiency. This not only helps businesses minimise their environmental footprint but also appeals to consumers who are increasingly concerned about the ethical and sustainable aspects of products and services. For instance, adopting a circular economy approach can significantly reduce waste and promote the recycling of materials, thereby supporting SDG 12. Companies can also invest in innovative technologies and processes that reduce resource consumption, lower emissions, and minimise environmental impact. Strengthening Corporate Social Responsibility (CSR) CSR initiatives are an integral part of many businesses' sustainability plans. CSR activities encompass a wide range of social and environmental actions, from philanthropy and community engagement to ethical sourcing and diversity and inclusion programs. Aligning these initiatives with the relevant SDGs can amplify their impact and highlight the company's commitment to the global goals. For instance, a company that supports educational programs in underserved communities aligns with SDG 4 (Quality Education). By emphasising these connections, businesses can demonstrate their dedication to the SDGs and inspire other organisations to follow suit. Innovating for a Sustainable Future Innovation is a cornerstone of sustainability. By investing in research and development to create more sustainable products and services, businesses can directly contribute to several SDGs, particularly those related to climate action, clean energy, and responsible consumption. For example, a technology company that develops energy-efficient devices is contributing to SDG 7 (Affordable and Clean Energy). Sustainable innovations can also generate new revenue streams and position businesses as leaders in the transition to a more sustainable world. Accessing New Markets and Consumers By integrating sustainability into their business plans, companies can tap into new markets and reach a broader customer base. The growing consumer demand for eco-friendly and socially responsible products and services presents a significant opportunity for businesses to expand their reach while contributing to SDGs such as SDG 12 (Responsible Consumption and Production) and SDG 13 (Climate Action). For example, companies that offer organic, fair-trade, or cruelty-free products are well-positioned to attract environmentally conscious consumers. By appealing to this segment of the market, businesses can experience increased sales and brand loyalty. Fostering Sustainable Supply Chains Sustainability business plans extend beyond a company's direct operations to encompass its entire supply chain. By engaging with suppliers and partners to implement sustainable practices, businesses can make substantial contributions to the SDGs. This is particularly relevant for SDG 8 (Decent Work and Economic Growth) and SDG 9 (Industry, Innovation, and Infrastructure). For instance, working with suppliers to ensure fair labor practices, reduce emissions, and minimise waste not only strengthens the supply chain but also supports the broader goal of sustainable economic growth. Encouraging Employee Engagement Engaging employees in sustainability efforts is vital for achieving long-term success in supporting the SDGs. Employees who are passionate about sustainability and feel that their work makes a difference are more likely to contribute innovative ideas and be more productive. This can lead to positive impacts on multiple SDGs, including SDG 8 (Decent Work and Economic Growth) and SDG 10 (Reduced Inequality). Companies can foster employee engagement through training, volunteer programs, and sustainability-focused recognition and reward systems. By creating a sustainability culture within the organisation, businesses can drive positive change both internally and externally. Reporting and Accountability Transparent reporting on sustainability performance is crucial for accountability and demonstrating progress toward the SDGs. Businesses should include clear metrics and targets in their sustainability business plans, which are aligned with the specific SDGs they aim to support. Regular sustainability reporting, such as through the Global Reporting Initiative (GRI) or the Sustainability Accounting Standards Board (SASB), can help businesses track their impact and make adjustments as needed. By providing evidence of their contributions to the SDGs, businesses can build trust with stakeholders, including customers, investors, and regulators. This transparency can lead to increased support and investment, further driving sustainability efforts. Collaboration and Partnerships No single business can achieve the SDGs on its own. Collaboration and partnerships are essential for addressing complex global challenges. Businesses can join forces with governments, non-governmental organisations, and other companies to combine resources and expertise in pursuit of the SDGs. For example, the UN Global Compact encourages businesses to align their operations and strategies with the SDGs and to engage in collaborative projects with other organisations. These partnerships can magnify the impact of individual efforts and contribute to multiple SDGs simultaneously. Conclusion Sustainability business plans play a critical role in supporting the Sustainable Development Goals. By aligning business objectives with the SDGs, promoting responsible consumption and production, strengthening corporate social responsibility, fostering innovation, accessing new markets, and engaging employees, businesses can make meaningful contributions to the global goals. Furthermore, by reporting on their sustainability efforts, collaborating with partners, and incorporating the SDGs into their core strategies, businesses can inspire a global movement toward a more sustainable, equitable, and prosperous future. It is imperative for businesses to recognise that their success is intertwined with the achievement of the SDGs. By integrating sustainability into their business models and actively participating in the global effort to address these challenges, companies can not only ensure their long-term viability but also contribute to a better world for all. 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Many organisations are recognising the importance of integrating sustainability into their operations, and a business plan for sustainability is becoming a key tool in this transformative journey. The Imperative of Business Sustainability: Why Every Company Needs a Business Sustainability Plan Many organisations are recognising the importance of integrating sustainability into their operations, and a business plan for sustainability is becoming a key tool in this transformative journey. The Imperative of a Business Sustainability Plan In an era marked by environmental challenges, resource scarcity, and shifting consumer expectations, businesses must adapt and embrace sustainability to secure their future. A business sustainability plan is not just a trend; it's a strategic imperative for organisations of all sizes and industries. This article explores the reasons why every business needs a sustainability plan, delving into the economic, environmental, social, and ethical aspects that underpin the case for sustainability. Knowing how to write a Small Business Sustainability Plan for improved profitability is vital for long-term success. It empowers businesses to reduce costs, attract eco-conscious consumers, and adapt to a changing market. By integrating sustainability, small businesses enhance profitability, ensure resilience, and contribute to a sustainable future. The Importance of a Robust Sustainability Strategy In today's world, developing a robust sustainability strategy is paramount for organisations. It means aligning environmental, social, and economic objectives to ensure long-term prosperity. More than just mitigating harm, it's about actively seeking ways to make a positive impact. By integrating sustainability into operations, supply chains, and product development, companies reduce their carbon footprint, promote social responsibility, and enhance financial resilience. Such a strategy not only burnishes a company's reputation but also caters to the demands of eco-conscious consumers and investors. It's a forward-thinking approach that benefits the organization and paves the way for a more sustainable future. The Employee Sustainability Handbook also plays a crucial role in shaping the corporate identity and culture. It showcases the company's values, vision, and mission in the context of sustainability, which can attract like-minded talent and create a sense of purpose among current employees. By highlighting sustainability as a core aspect of the corporate culture, it becomes a unifying force that transcends departmental boundaries and hierarchies. Economic Resilience The business world is no stranger to shocks and disruptions, whether they come in the form of economic downturns, supply chain disruptions, or unforeseen crises like the COVID-19 pandemic. A well-crafted sustainability plan can significantly enhance a business's economic resilience. By reducing waste, improving energy efficiency, and diversifying supply chains, companies can lower operational costs and reduce their exposure to risks. Sustainability initiatives such as waste reduction, recycling, and energy-efficient practices can translate into substantial cost savings over time. Moreover, sustainability often leads to innovation, opening new revenue streams and market opportunities. The circular economy, which emphasises recycling and reusing materials, can help businesses create value from waste and reduce dependence on finite resources, thereby improving long-term economic prospects. Environmental Responsibility The need for environmental responsibility is at the core of business sustainability. Climate change, resource depletion, and environmental degradation are global challenges, and businesses have a significant role to play in addressing them. A sustainability plan enables a business to minimise its ecological footprint, reduce greenhouse gas emissions, and promote responsible resource management. By adopting sustainable practices, companies contribute to the protection of ecosystems, biodiversity, and overall environmental health. They also position themselves as responsible corporate citizens, which can enhance their brand image and market competitiveness. As climate concerns intensify, consumers and investors increasingly favor businesses that prioritise environmental sustainability, making it an essential component of any corporate strategy. Social Impact Sustainability is not solely about the environment; it encompasses social considerations as well. A sustainable business is one that takes into account the well-being of its employees, customers, and communities. A sustainability plan can include initiatives to improve workplace conditions, foster diversity and inclusion, and support local communities through philanthropy and responsible business practices. Investing in social sustainability can enhance employee engagement and retention, attracting top talent and creating a positive work culture. It can also lead to improved relationships with customers, as socially responsible businesses tend to be more trusted and better received by consumers. Ultimately, a business's social impact is closely tied to its long-term success and reputation. Regulatory Compliance As governments worldwide intensify their focus on environmental and social issues, regulatory requirements are evolving. Businesses that lack a sustainability plan may face challenges in complying with new laws and regulations. Environmental permits, emissions reporting, and labor standards are some of the areas where regulatory frameworks are tightening. A well-developed sustainability plan helps businesses stay ahead of the curve, ensuring they can adapt to new regulations efficiently. Moreover, regulatory compliance reduces the risk of fines, lawsuits, and damage to a company's reputation. As governments continue to prioritise sustainability, it's imperative for businesses to proactively address these issues. Ethical Considerations Sustainability is not just about compliance; it's also about ethical considerations. Businesses are under increasing pressure to operate in ways that align with societal values and ethics. Consumers and investors want to support companies that demonstrate a commitment to ethical business practices. A sustainability plan helps businesses set ethical standards and guidelines for their operations. This can encompass responsible sourcing, fair labor practices, and transparent supply chains. Ethical considerations also extend to issues like data privacy and cybersecurity, where businesses are expected to protect sensitive customer information. By integrating ethics into their sustainability efforts, companies can enhance trust and credibility. Competitive Advantage In a crowded marketplace, standing out is essential. Sustainability can provide a distinct competitive advantage. Sustainable products and services often appeal to a growing market segment of environmentally and socially conscious consumers. Moreover, sustainable practices can differentiate a business from competitors and attract customers who prioritise sustainability in their purchasing decisions. Furthermore, a sustainability plan can foster innovation within a company. When businesses are committed to sustainability, they are more likely to invest in research and development efforts aimed at creating eco-friendly products or services. This innovation can lead to market leadership and a competitive edge. Long-term Viability Sustainability planning is not a short-term fix but a long-term investment. Businesses that establish sustainability as a core value are better equipped to thrive in an ever-changing and uncertain world. By reducing waste, conserving resources, and promoting responsible practices, a business ensures its own long-term viability. Sustainable businesses are better positioned to weather economic downturns, adapt to changing consumer preferences, and mitigate risks associated with environmental and social challenges. In essence, a sustainability plan helps secure the future of the business and its ability to grow and prosper over the years. Risk Mitigation Sustainability planning goes beyond economic and environmental factors; it's also a powerful tool for risk mitigation. Environmental disasters, supply chain disruptions, and social unrest can disrupt business operations. A sustainability plan can identify and address potential risks, ensuring that a company is better prepared to navigate unexpected challenges. By diversifying supply chains, enhancing resource efficiency, and building stronger community relationships, a business can mitigate potential risks. This risk management approach helps protect the company's reputation, financial stability, and operational continuity. Stakeholder Expectations In today's interconnected world, businesses operate within a complex network of stakeholders, including customers, investors, employees, and communities. These stakeholders increasingly expect businesses to address sustainability challenges. Failing to meet these expectations can lead to reputational damage and loss of support. A sustainability plan is a tangible demonstration of a business's commitment to meeting stakeholder expectations. By actively pursuing sustainable practices, companies show that they are listening to the concerns of their stakeholders and taking concrete steps to address them. This strengthens relationships and fosters trust, which is essential for long-term success. Access to Capital Investors are increasingly incorporating environmental, social, and governance (ESG) criteria into their investment decisions. Businesses that prioritise sustainability are more likely to attract capital from responsible investors who want their investments to align with their values. Sustainable businesses may have access to a broader range of funding options, including green bonds, impact investments, and ESG-focused funds. Access to capital is critical for growth and expansion. A well-defined sustainability plan can open doors to funding sources that support a business's objectives and contribute to its long-term success. Conclusion The case for a business sustainability plan is compelling and multifaceted. It encompasses economic resilience, environmental responsibility, social impact, regulatory compliance, ethical considerations, competitive advantage, long-term viability, risk mitigation, stakeholder expectations, and access to capital. As businesses face a rapidly changing world with mounting environmental and social challenges, the adoption of sustainability is no longer optional but a strategic necessity. Companies that recognise the importance of sustainability and integrate it into their operations will not only thrive in the present but also secure their future in a world where sustainability is the path to success. 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Discover how Agile Operating Models transform organisational practices to enhance flexibility, collaboration, and responsiveness. Introduction to Key Agile Operating Model Concepts Discover how Agile Operating Models transform organisational practices to enhance flexibility, collaboration, and responsiveness. This guide explores the key forces driving agile adoption, the benefits of breaking traditional hierarchies, and essential agile principles, from cross-functional teamwork to iterative improvement. Published on: 4 Jul 2024 Introduction to Key Agile Operating Model Concepts The Agile Operating Model is a transformative approach that adapts organisational practices to the principles of Agile methodology. It emphasises flexibility, collaboration, and rapid responses to evolving business needs. This innovative model streamlines processes, enhances team engagement, and enables companies to stay agile in a dynamic business landscape. The Business Context for Agile Operations In today’s fast-changing business world, organisations must remain attuned to key forces for change that impact their operations. These forces include technological advancements, shifting market dynamics, regulatory changes, and societal trends. Technological Advancements Rapid developments in technology are reshaping industries and customer expectations. Businesses need to continuously innovate, embrace emerging technologies, and enhance digital capabilities to stay competitive. Market Dynamics The competitive landscape is constantly evolving due to changing customer preferences and global economic shifts. A strategic response involves prioritising customer-centricity, adaptability, and growth opportunities. Regulatory Changes Organisations must adopt a proactive approach to compliance, embedding ethical behaviour and accountability into their culture to maintain resilience in an era of increasing regulatory scrutiny. Societal Trends With growing emphasis on environmental sustainability, diversity, equity, and inclusion, businesses should align with societal values through responsible practices and initiatives. A strategic response to these forces prioritises innovation, customer focus, compliance, and social responsibility, ensuring that organisations remain agile and well-prepared for change. Breaking Traditional Hierarchies Traditional hierarchies and siloed teams can hinder agility in leadership and decision-making. To enable adaptability, organisations must focus on cross-functional collaboration and shift from rigid roles to skill-driven contributions. This transformation fosters greater integration, transparency, and flexibility, benefiting the entire organisation. An agile organisation is characterised by small, nimble teams that collaborate across functions. These teams work together to address challenges, moving away from rigid job titles and focusing instead on skills and expertise. This shift allows for greater adaptability and innovation. By adopting an integrated approach, decision-making becomes more transparent, building trust and accountability across teams. Agile organisations serve as a model for cross-functional collaboration, inspiring similar practices throughout the business. Key Concepts of an Agile Operating Model Agility and Flexibility Traditional business models often struggle to keep pace with technological advancements, market shifts, and evolving expectations. Agile operations are designed to be flexible and adaptable, allowing organisations to respond swiftly to change and seize emerging opportunities. Cross-Functional Teams Agile organisations promote collaboration between teams from different functions, ensuring diverse perspectives and skill sets contribute to key initiatives. Cross-functional teams break silos, improving efficiency and innovation. Customer Focus Agile operating models place customers at the centre, ensuring business strategies and processes are aligned with delivering value and improving experiences. Customer feedback drives decision-making, ensuring continuous alignment with market needs. Iterative Approach Rather than long-term planning that may quickly become outdated, Agile operations focus on smaller, manageable steps that allow for continuous refinement based on feedback. This approach reduces risk and enhances adaptability. Continuous Improvement A culture of learning and experimentation helps businesses stay competitive. By embracing feedback, data-driven insights, and iterative enhancements, organisations can drive long-term success and innovation. Empowerment and Autonomy Agile organisations empower employees to take ownership of their work, set goals, and drive their development. Leaders act as coaches rather than top-down decision-makers, fostering a culture of trust and accountability. Lean Principles Eliminating waste, optimising workflows, and improving efficiency are core tenets of Agile operating models. Streamlined processes ensure resources are used effectively, delivering maximum value with minimal overhead. Transparency Open communication ensures teams understand the rationale behind decisions, fostering trust and collaboration. Transparency strengthens alignment between leadership and teams, ensuring shared objectives. Adaptive Leadership Leaders in Agile organisations champion flexibility, innovation, and collaboration. Their approach encourages a culture where teams can thrive in rapidly changing environments. Leaders facilitate problem-solving rather than dictating solutions. Performance Metrics Data-driven decision-making ensures that businesses track and improve operational efficiency, employee engagement, and customer satisfaction. Agile organisations focus on leading indicators (e.g., cycle time, deployment frequency) rather than just lagging indicators (e.g., revenue growth). Rapid Prototyping and Small Batches Agile initiatives are broken down into smaller experiments, reducing risks and enabling quicker adjustments based on real-time feedback. Incremental delivery ensures value is continuously delivered to customers. Value Stream Mapping Optimising workflows with value stream mapping ensures seamless processes, minimising bottlenecks and improving overall efficiency. By mapping end-to-end value creation, organisations can identify inefficiencies and opportunities for improvement. Feedback and Retrospectives Regular feedback loops help organisations continuously refine their strategies and improve processes. Retrospectives encourage learning from successes and failures, fostering a culture of continuous learning. Sprint Planning Short-term goal-setting and iteration cycles keep teams focused and adaptable to shifting priorities. Clear objectives within each sprint ensure alignment with broader business goals. Self-Organisation Agile teams are empowered to make collective decisions, fostering accountability and responsiveness. Decentralised decision-making improves agility and adaptability. Capability Map for an Agile Operating Model A Capability Map outlines the essential capabilities that support an Agile Operating Model, providing a structured way to visualise how an organisation can implement agility at scale. Strategic Capabilities Agile Strategy Execution – Aligning business objectives with Agile principles Market Sensing – Continuously monitoring customer and market trends Business Model Innovation – Iteratively evolving products, services, and revenue models Operational Capabilities Agile Portfolio Management – Managing initiatives with flexibility and adaptability Lean Governance – Balancing autonomy with oversight for risk management Scalable Agile Frameworks – Implementing Agile at the enterprise level (e.g., SAFe, LeSS, Spotify Model) Team Capabilities Agile Team Design – Structuring teams for cross-functional collaboration Collaboration & Knowledge Sharing – Enabling teams to learn from each other Resilience & Change Adaptability – Cultivating a mindset that embraces change Technology & Data Capabilities Digital Automation – Leveraging AI, RPA, and cloud technology to enhance agility Real-Time Analytics – Using data to inform Agile decision-making DevOps & Continuous Delivery – Ensuring seamless integration, testing, and deployment Cultural Capabilities Agile Leadership & Coaching – Supporting leaders in driving Agile transformation Psychological Safety – Creating an environment where experimentation is encouraged Agile Mindset & Behaviours – Instilling core Agile values across the organisationd to make collective decisions, fostering accountability and responsiveness. Agile Workflow: A Roadmap for Efficiency A successful Agile operating model depends on well-optimised workflows that enhance both employee experience and operational performance. Identify Core Objectives Define strategic business goals and align them with measurable outcomes such as improved efficiency, faster innovation cycles, and enhanced customer satisfaction. Conduct Skills Audits and Assess Team Capabilities Regularly evaluate skills within teams to ensure alignment with business needs and identify opportunities for growth. Create Iterative Development Cycles Address capability gaps through focused development sprints, targeted upskilling, and adaptive learning. Deploy Feedback Mechanisms Foster high-trust environments through continuous feedback loops that facilitate real-time adjustments and improvements. Iterate and Scale Successful frameworks are refined and scaled across the organisation, ensuring agility remains a core business capability. Agile workflows not only enhance operational efficiency but also contribute to a culture of adaptability, continuous improvement, and business resilience. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Organisational development (OD) refers to a planned and systematic approach to improving the effectiveness and efficiency of an organisation. What is Organisational Development? Organisational development (OD) refers to a planned and systematic approach to improving the effectiveness and efficiency of an organisation. Organisational development (OD) involves applying behavioural science principles and practices to analyse the current state of the organisation, identify areas for improvement, and implement strategies to enhance its overall performance. OD encompasses a wide range of activities aimed at improving various aspects of an organisation, including its structure, processes, systems, culture, and people. It focuses on promoting positive organisational change, fostering employee engagement, and aligning the organisation's objectives with its strategies and resources. Organisational development aims to guide an organisation through the process of change and help build capacity for ongoing improvement and adaptability in the face of evolving challenges. Organisation development (OD) and organisational design are closely related and complementary concepts that work together to improve the effectiveness and efficiency of an organisation. While OD focuses on the human and behavioural aspects of organisational change, organisational design focuses on the structural and strategic elements. Both disciplines collaborate to create an organisation that is adaptable, efficient, and aligned with its goals and values. Organisation development involves assessing and improving various aspects of an organisation, such as its culture, processes, systems, and people. It aims to enhance the organisation's capacity to adapt to change, foster employee engagement, and align its objectives with its strategies and resources. OD interventions may include leadership development, team-building activities, change management, and culture transformation. On the other hand, organisational design is concerned with the formal structure, roles, and relationships within the organisation. It involves defining the reporting lines, job roles, responsibilities, and overall organisational structure. Organisation design aims to create a structure that facilitates efficient operations, effective decision-making, and clear communication within the organisation. How can Organisational Development support an effective Business Operating System? Organisational development (OD) significantly bolsters the effectiveness of a business operating system by nurturing continuous improvement, refining organisational culture, and aligning systems with strategic objectives. Primarily, OD initiatives, including employee training, skill enhancement, and leadership programmes, ensure that staff possess the requisite competencies to navigate the business operating system adeptly. By investing in human capital, organisations optimise performance and adapt to evolving market dynamics. Furthermore, OD interventions cultivate collaboration, communication, and teamwork, critical for the seamless operation of a business operating system. By fostering a culture of transparency and accountability, OD initiatives facilitate the implementation of standard operating procedures and best practices across the organisation. Moreover, OD aids in identifying areas for improvement within the business operating system through techniques such as process mapping, feedback mechanisms, and performance evaluations. By diagnosing and rectifying inefficiencies, organisations can enhance productivity, reduce costs, and spur innovation, thereby maintaining a competitive edge in the marketplace. Overall, organisational development complements and fortifies the effectiveness of a business operating system by nurturing talent, promoting collaboration, and driving continuous improvement initiatives. Organisation Development and Organisational Design Work Together in the Following Ways Alignment: Organisation development initiatives can help identify the need for organisational structure and design changes. For example, if an OD intervention reveals that the existing structure hinders collaboration and communication, organisational design can be used to reconfigure the structure to better support these aspects. Support for Change: Organisation design plays a crucial role in supporting the implementation of organisational development interventions. When changes are introduced as part of an OD initiative, the organisational design needs to be adjusted accordingly to ensure the changes are supported by the structure, roles, and processes within the organisation. Integration of People and Structure: Organisation development focuses on improving employee engagement, teamwork, and communication. Organisation design helps facilitate these goals by creating a structure that promotes collaboration, establishes clear reporting lines, and defines roles and responsibilities. The design of the organisation should align with the desired cultural and behavioural changes identified through OD efforts. Feedback Loop: Organisation development and organisational design are iterative processes that inform and influence each other. The data and insights gathered through OD initiatives can provide valuable input for designing or modifying the organisation's structure, roles, and processes. Likewise, the outcomes of organisational design efforts can inform future OD interventions by identifying areas for improvement. Key principles and practices of organisational development include: Diagnosis: Assessing the organisation's current state through data collection methods such as surveys, interviews, and observations to identify strengths, weaknesses, and areas for improvement. Intervention: Implementing strategies and interventions based on the diagnosis to address identified issues. This may involve changes to organisational structure, processes, communication systems, leadership development, training programs, and team-building activities. Change Management: Managing the process of change within the organisation, including overcoming resistance, fostering buy-in from stakeholders, and ensuring successful implementation of new initiatives. Team Development: Enhancing the effectiveness of teams within the organisation through activities such as team building, conflict resolution, and improving communication and collaboration among team members. Leadership Development: Developing the skills, capabilities, and behaviors of leaders within the organisation to drive change, inspire employees, and create a positive work environment. Culture Transformation: Shaping and aligning the organisation's culture with its strategic goals, fostering values such as collaboration, innovation, and adaptability. Continuous Learning: Encouraging a culture of learning and growth within the organisation, promoting ongoing development and improvement of individuals and teams. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

We're looking at the main benefits of improved business efficiency and how your business too can benefit from improved efficiency. Find out how. 5 Benefits of Improved Business Efficiency We're looking at the main benefits of improved business efficiency and how your business too can benefit from improved efficiency. Published on: 8 Mar 2018 Every business can improve its business efficiency. This is not just for manufacturing companies and widget makers. Businesses are inherently inefficient systems at converting their inputs of time, money and capital into profit. They must always be making trade-offs between their utilisation of time and money against output and quality whilst deciding who they are doing this for, why and where. And every business is a team, and teams can be hard to manage. 5 benefits of improved business efficiency With improved business efficiency the directors of the company will achieve better utilisation of staff time and money which drives increased profitability. Lower staff churn Increased business efficiency will bring with it happier, more engaged staff. Their roles will be better defined, more rewarding and better understood, their jobs more secure, there can be scope for increased salaries, bonuses and improved benefits. Improved competitiveness You can sharpen your competitive edge whether that’s focused on price, service or your product. With the additional time and cash flow created, that your competition doesn’t have, you will have an increased competitive advantage. Improved profitability There is a compounding effect on profits by producing more at a lower cost. With better utilisation of time, a company can make more products or deliver their service more often at a lower cost. Selling more will increase your profits as will improving your margins. Increased business growth By being more efficient you can increase your market share before hitting capacity issues. Increased cash flow means you can take on new staff, develop new services and take a few more risks to help expand the business. Improved business resilience With improved capacity you can better withstand market shocks, competitive threats and varying customer demands. For example, if you were affected by currency fluctuations, your competition lowered their prices or released a new service your highly productive business can absorb those changes. We can help you improve your business efficiency through our bespoke business productivity improvement programme. We’ll make your workplace better, your staff happier and more productive and your business grow and increase profitability. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

The ISO 9001 standard is globally recognised as the benchmark for quality management systems (QMS). Whether you're a small business or a multinational corporation, mastering ISO 9001 can significantly enhance your operational efficiency, customer satisfaction, and market reputation. Mastering ISO 9001: Your Ultimate Guide to Quality Management Success Achieving ISO 9001 certification is not just about meeting a standard; it's about embracing a culture of quality that permeates every aspect of your organisation. Published on: 1 Jan 2023 In today's competitive business environment, quality management is not just a luxury—it's a necessity. The ISO 9001 standard is globally recognised as the benchmark for quality management systems (QMS) . Whether you're a small business or a multinational corporation, mastering ISO 9001 can significantly enhance your operational efficiency, customer satisfaction, and market reputation. This comprehensive guide will take you through everything you need to know about ISO 9001, from its fundamentals to the step-by-step process of achieving certification. What is ISO 9001? ISO 9001 is part of the ISO 9000 family of standards , which is dedicated to quality management systems. It sets out the criteria for a QMS and is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach, and continual improvement. The goal is to ensure that organizations can consistently provide products and services that meet customer and regulatory requirements. Why ISO 9001 Certification is Essential for Your Business Achieving ISO 9001 certification is not just about meeting a standard; it's about embracing a culture of quality that permeates every aspect of your organisation. Here are some key benefits: Improved Efficiency : Streamlined processes and clear documentation can lead to significant improvements in efficiency and productivity. Enhanced Customer Satisfaction : By focusing on quality, you can improve customer satisfaction, leading to repeat business and positive referrals. Global Recognition : ISO 9001 is recognized worldwide, opening up international markets and boosting your credibility with global partners. Regulatory Compliance : Helps ensure that you meet statutory and regulatory requirements, reducing the risk of non-compliance. ISO 9001 Explained: Everything You Need to Know About Quality Management Systems Before diving into the certification process, it’s crucial to understand the core components of ISO 9001. The standard is based on several quality management principles: Customer Focus : Understanding and meeting customer needs is fundamental. Leadership : Effective leadership is essential to establish a unity of purpose. Engagement of People : Competent, empowered, and engaged people at all levels are critical to enhancing an organization’s capability. Process Approach : A desired result is achieved more efficiently when activities and related resources are managed as processes. Improvement : Continual improvement should be a permanent objective. Evidence-Based Decision Making : Effective decisions are based on the analysis of data and information. Relationship Management : An organization and its external providers (suppliers, contractors, etc.) are interdependent, and a mutually beneficial relationship enhances the ability to create value. The Complete ISO 9001 Checklist for 2024 Embarking on the journey to ISO 9001 certification requires careful planning and execution. Here’s a comprehensive checklist to guide you through the process: Understand the Standard : Obtain a copy of ISO 9001 and thoroughly review its requirements. Gap Analysis : Conduct a gap analysis to identify areas where your current processes do not meet ISO 9001 requirements. Management Commitment : Secure commitment from top management to support the QMS implementation. Form a Project Team : Assemble a team responsible for implementing the QMS. Training : Provide ISO 9001 training to all employees to ensure they understand their roles and responsibilities. Documentation : Develop the necessary documentation, including the quality policy, quality objectives, and process documents. Implement Processes : Implement the documented processes across the organization. Internal Audit : Conduct an internal audit to ensure the QMS is functioning as intended. Management Review : Hold a management review meeting to assess the effectiveness of the QMS. Certification Audit : Select a certification body and undergo the certification audit. Top 10 Tips for Achieving ISO 9001 Certification Successfully achieving ISO 9001 certification can be challenging, but these tips can help you navigate the process: Start with a Gap Analysis : Identify what needs to be done to meet the standard. Get Management Buy-In : Ensure that top management is committed to the process. Engage Employees : Make sure all employees are aware of their roles in the QMS. Focus on Process Improvement : Use the implementation as an opportunity to improve your processes. Keep Documentation Simple : Avoid over-complicating your documentation. Train Your Team : Provide adequate training to ensure everyone understands the QMS. Conduct Regular Audits : Regular internal audits will help you stay on track. Review and Improve : Continuously review and improve your processes. Select the Right Certification Body : Choose a reputable certification body. Celebrate Success : Recognize and celebrate the efforts of your team once certification is achieved. Common ISO 9001 Pitfalls and How to Avoid Them While ISO 9001 implementation can bring many benefits, there are common pitfalls to avoid: Lack of Management Support : Without strong support from management, the QMS may fail. Insufficient Training : Employees need proper training to understand and implement ISO 9001. Over-Documentation : Too much documentation can be as problematic as too little. Ignoring the Process Approach : Failing to focus on processes can lead to inefficiencies. Poor Internal Communication : Good communication is key to successful implementation. ISO 9001 vs. ISO 14001: Understanding the Key Differences While both ISO 9001 and ISO 14001 are management system standards, they focus on different areas. ISO 9001 is centered on quality management, while ISO 14001 focuses on environmental management. Understanding these differences is crucial for organizations considering multiple certifications. You can find a detailed comparison in our post, ISO 9001 vs. ISO 14001: Understanding the Key Differences. Real-World Benefits of ISO 9001: Success Stories from Top Companies Numerous companies around the world have achieved remarkable success by implementing ISO 9001. These case studies highlight the tangible benefits of certification, such as increased efficiency, higher customer satisfaction, and improved market positioning. Explore more success stories in our article, Real-World Benefits of ISO 9001: Success Stories from Top Companies. Conclusion Mastering ISO 9001 is a journey that can transform your organisation. By understanding the principles, following a structured approach, and avoiding common pitfalls, you can achieve certification and enjoy the myriad benefits it brings. Whether you’re looking to improve efficiency, enhance customer satisfaction, or gain global recognition, ISO 9001 is the key to quality management success. 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Business performance management can help companies of every size, from giant corporations to SMEs, better execute their strategy. Learn how. What is Business Performance Management? Business performance management can help companies of every size, from giant corporations to SMEs, better execute their strategy. Learn how. In today’s fast-paced business environment, adaptability, efficiency, and strategic alignment are critical for maintaining a competitive edge. Business Performance Management (BPM) provides organisations with the tools and insights to manage and optimise these elements effectively. Business Performance Management (BPM): The Synergy Between Strategy, Workflow, and Performance Management For BPM to reach its full potential, it must be integrated with both workflow and business process management, underpinned by a strategic framework. This article explores how BPM drives long-term success when these elements work synergistically, offering practical insights for organisations seeking to thrive in a rapidly changing market. Business performance management (BPM) addresses several key issues that can hinder the effectiveness and efficiency of an organisation. Here are the main problems it helps solve: Lack of Clear Goals and Alignment : Without a proper performance management system, businesses often struggle to set and align goals across departments. BPM ensures that strategic objectives are defined, communicated, and understood at all levels of the organisation, fostering alignment between daily operations and long-term goals. Inconsistent Performance Monitoring : Many businesses fail to consistently monitor and assess performance, leading to missed opportunities for improvement. BPM provides a framework for tracking key performance indicators (KPIs) regularly, helping organisations stay on track and make data-driven decisions. Inefficient Resource Allocation : Without visibility into performance metrics, resources may be misallocated, leading to waste or underperformance. BPM helps businesses identify where resources are being used effectively and where adjustments are needed. Poor Decision-Making : Decision-making can become reactive or based on incomplete data. BPM offers real-time insights into business operations and performance, supporting better, faster, and more informed decision-making. Siloed Departments : In many organisations, departments operate in isolation, which limits collaboration and hinders overall performance. BPM integrates different departments, encouraging collaboration, and ensuring that each part of the business works toward shared goals. Inability to Adapt to Change : The business environment is constantly evolving. Without a performance management system, businesses may struggle to respond effectively to market changes or internal shifts. BPM provides the flexibility to pivot strategies and optimise performance in a changing landscape. Lack of Accountability : When there are no clear metrics or expectations, it becomes difficult to hold teams accountable. BPM assigns responsibility for specific outcomes and creates transparency around performance, ensuring accountability at all levels of the organisation. Employee Engagement and Development : Employees may become disengaged if they don’t understand how their work contributes to broader business goals. BPM helps to connect individual performance to company success, motivating employees and providing a structure for continuous development and improvement. By addressing these problems, BPM helps organisations optimise efficiency, improve decision-making, and achieve sustained business success. 1. Defining the Core Concepts To understand how BPM synergises with workflow and process management , we need to define the key components: Business Performance Management (BPM) : A system for monitoring, measuring, and improving business performance, usually through key performance indicators (KPIs) and data-driven insights. Strategy : The long-term, high-level plan that guides business operations, resource allocation, and competitive positioning. Workflow Management : The design, execution, and automation of specific tasks that make up day-to-day operations, focusing on efficiency and smooth task transitions. Business Process Management : The optimisation of end-to-end processes across departments, ensuring that every aspect of the operation aligns with the broader strategic goals. The synergy between these elements allows businesses to not only perform efficiently at the task level but also ensure that each task, and the larger processes they feed into, are contributing to the overarching strategic objectives. 2. The Role of BPM in Workflow Management Workflows are the building blocks of daily operations. However, even the most efficient workflows can become disconnected from strategic goals without proper oversight. This is where Business Performance Management proves invaluable. BPM provides real-time data that enables managers to monitor the effectiveness of individual workflows. Take the example of a marketing department in a mid-sized technology firm. The team’s workflow includes task management for content creation, campaign execution, and performance analysis. While these tasks might be completed on time, BPM can reveal whether the workflow contributes to overarching business goals, such as improving lead generation by 15% over the next quarter. By aligning workflow KPIs with strategic objectives, managers can ensure their day-to-day operations directly support long-term business outcomes. Additionally, BPM identifies inefficiencies . Imagine a logistics company where warehouse operations involve multiple departments handling shipping, receiving, and inventory management. BPM data could show that while the shipping team consistently meets deadlines, delays in inventory processing are affecting overall performance. With this insight, managers can focus on bottlenecks in the inventory workflow, ensuring smooth transitions between tasks and ultimately improving operational efficiency. 3. Driving Process Optimisation with BPM Business Process Management (BPM) is about optimising the full scope of operations, from customer service to supply chain management. Business Performance Management plays a key role in ensuring these processes are not only efficient but also driving the strategic goals of the business. Consider a hypothetical scenario in a manufacturing company that aims to reduce its carbon footprint by 20% over five years. The company’s process management system has been optimised to reduce waste during production. However, BPM data reveals that while waste reduction is occurring, energy consumption during the production phase has increased, which contradicts the sustainability goal. Using this performance insight, managers can re-engineer the process—perhaps automating certain stages or adopting renewable energy sources—to realign with the strategic sustainability objective. Furthermore, BPM enhances process automation by measuring the impact of automated systems on performance. In an e-commerce company , for example, BPM could track the performance of an automated order processing system. If performance data shows that while automation has sped up order fulfilment, customer satisfaction scores have dropped due to errors, the business can refine its automation processes to balance speed and accuracy. 4. Setting Targets for Long-Term Growth A frequent pitfall in performance management is an overemphasis on short-term results at the expense of long-term sustainability. Businesses, particularly in times of crisis, tend to set targets that address immediate concerns but fail to account for long-term goals. For example, a retail company facing a temporary market downturn might focus on cutting costs by reducing staff or inventory. However, with a strong BPM framework, the company can set long-term growth targets, such as enhancing customer loyalty or investing in technology to improve online sales. By using BPM data, the company can track whether short-term actions—such as inventory adjustments—are negatively affecting its long-term goals, like maintaining high customer satisfaction. This approach prevents reactive, short-term decisions that undermine future success. BPM also enables target flexibility , allowing businesses to adjust their goals based on real-time data. A software company , for instance, might set a target to increase product subscriptions by 30%. However, if BPM data shows a surge in customer churn or complaints about the product’s usability, the company can pivot its focus to improving customer support or software functionality before pursuing aggressive sales targets. 5. Balancing Organisational Priorities and Individual Goals For a BPM system to work effectively, it must link organisational priorities with individual employee goals. Processes must be nimble, allowing for ongoing reassessment of targets and real-time communication between managers and teams. Consider a financial services company aiming to boost its customer acquisition rate. By using BPM to break down this high-level goal into individual performance metrics—such as call conversion rates for sales teams—the company can align employee performance with the overall objective. Importantly, this alignment needs to be flexible. If external conditions change (e.g., a sudden shift in the economic landscape), BPM allows the company to re-evaluate both organisational and individual targets to remain agile. BPM also encourages a culture of accountability and transparency. Employees can track their own progress toward goals and see how their individual contributions impact broader business objectives. This alignment helps to foster engagement and encourages employees to actively contribute to organisational success. 6. Fostering Two-Way Dialogues for Success One of the greatest advantages of BPM is its ability to facilitate ongoing, two-way communication between management and employees. For any strategy to succeed, it must be enacted by people who feel engaged and connected to its outcomes. A professional services firm adopting a new client relationship management process, for example, can use BPM to monitor performance metrics like client retention and service delivery times. However, the firm’s success hinges on more than just data—it’s about empowering employees to give feedback on the process. By fostering two-way dialogues, where managers listen to employees' challenges and suggestions, the firm ensures that its processes remain flexible and aligned with both performance metrics and team satisfaction. This transparent communication fosters trust, ensuring that employees understand company priorities and feel empowered to contribute to the business’s long-term success. 7. Integrating Strategy, Workflow, and Performance Management The true strength of BPM lies in its ability to bring strategy, workflow, and performance management into a cohesive framework. Consider the example of a multinational corporation implementing a new digital transformation initiative. The strategy might involve becoming a market leader in digital services within five years. For this to happen, workflow management must ensure that individual tasks—like developing new digital products—are completed efficiently, while process management ensures that these workflows are scalable across regions. Business Performance Management ties everything together by continuously monitoring how these workflows and processes contribute to the overall strategy. If BPM data shows that digital products are being developed quickly but adoption rates are low, the organisation can re-align its processes to improve product marketing and customer education, ensuring long-term strategic success. Characteristics of a Successful Business Performance Management Process Organisations that get business performance management right are competitive machines. Microsoft, Deloitte and Adobe have all adopted continuous business performance management processes and have enjoyed a wealth of success in part because of this. While the exact process will come down to the unique needs of your business, many of these BPM processes share some key characteristics that contribute to their success besides a robust business intelligence solution. The importance effective goal setting cannot be overstated. Clear goals that are meaningful and understood are vital to a successful business performance management process. It allows everyone across the business to align and understand how their tasks and responsibilities contribute to wider business goals. This alignment is important, because a great business performance management process is collaborative. While leadership may turn the initial cogs to implement a BPM process, the best performance goals are strategised between teams, departments and leadership. To achieve this collaboration, there needs to be transparency about the business strategy and performance. Conversations held behind closed doors between leadership will not help staff understand their responsibilities, nor will it empower them to hit performance targets. Potential Weaknesses or Limitations of Business Performance Management Over-reliance on Metrics : BPM systems often place heavy emphasis on measurable KPIs, which may not capture the full picture of business performance. Qualitative factors, such as employee morale or innovation potential, might be overlooked, leading to a narrow focus that misses crucial areas for improvement. Resistance to Change : BPM initiatives often require cultural shifts, especially when introducing new metrics or accountability structures. Resistance from employees or leadership can undermine the effectiveness of BPM systems, leading to poor adoption or inconsistent use. Risk of Short-Term Focus : By focusing on performance metrics, BPM can encourage short-term thinking, where employees and managers prioritise immediate results over long-term strategy. This can limit innovation and discourage investment in initiatives that may not show immediate returns but are essential for long-term growth. Overemphasis on Accountability : While accountability is essential, an overly rigid focus on it may foster a blame culture. This could result in fear of failure, reduced risk-taking, and a lack of creativity, as employees might become more focused on meeting metrics rather than thinking critically about the best ways to improve performance. Lagging Indicators : Many performance metrics used in BPM are lagging indicators, meaning they reflect past performance rather than current or future trends. This reliance on historical data can delay necessary actions or adaptations in fast-moving industries, limiting the organisation’s ability to respond to real-time changes. Potential for Overload : By tracking too many KPIs, BPM can overwhelm teams with data, leading to analysis paralysis. Managers might struggle to prioritise the most critical metrics, diluting focus and making it harder to identify what truly drives business performance. Subjectivity in Goal Alignment : While BPM aims to align goals across an organisation, the process of setting these goals can be subjective, depending on the perspective of management. Misalignment or vague goals can result in teams working at cross-purposes, undermining the system's intended benefits. Undervalues Human Element : BPM systems, in their drive for efficiency and data-driven decision-making, may undervalue the human element of business operations, such as leadership qualities, team dynamics, and emotional intelligence, which are harder to quantify but critical for success. These weaknesses suggest that while BPM can be a valuable tool for improving business performance, it must be implemented thoughtfully, with consideration given to its potential downsides and limitations. To Summarise Business Performance Management is more than just tracking data—it is the engine that drives the synergy between strategy, workflow, and performance management. By integrating these elements, businesses can not only optimise day-to-day operations but also ensure that every action contributes to long-term growth. Whether through better target-setting, fostering two-way dialogues, or adjusting processes in real time, BPM provides the flexibility, insight, and structure needed to thrive in today’s complex business environment. For organisations looking to future-proof their operations, a holistic BPM approach ensures sustained performance, adaptability, and alignment with strategic goals. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Transform your business and personal life with these 50 powerful daily habits. Boost your profits, build stronger relationships, and enhance your overall well-being through small, consistent actions. The Power of Daily Habits: 50 Practical Ways Business Owners Can Achieve Success in Business, Life, and Well-being Discover 50 actionable daily habits that can help business owners increase profitability, improve relationships, and maintain their health and well-being. As a business owner, finding the balance between building a profitable business, maintaining strong relationships with family and friends, and taking care of your health and well-being can feel like juggling multiple spinning plates. Yet, the secret to mastering this balance lies in the daily habits we cultivate. Small, consistent actions can lead to significant transformations, both in business and in life. In this article, we’ll explore 50 actionable habits that can help you implement positive changes. You don’t need to adopt all 50—simply choose one or two that resonate with your goals and lifestyle. Additionally, breaking bad habits that hold you back is just as important as building good ones. By focusing on a few key habits and eliminating negative ones, you can make meaningful strides toward a more profitable, healthier, and happier life. 1. Mastering Morning Routines for Daily Success How you start your day greatly impacts your productivity and mindset. Create a consistent morning routine that sets you up for success, including physical activity and time to set priorities. Action: Start tomorrow by waking up 30 minutes earlier, engage in a 10-minute physical activity, and write down three key priorities for the day. 2. Building a Personal Vision Statement for Motivation Your personal vision statement is a powerful tool for staying aligned with your long-term goals. Write a clear statement outlining your vision for life and business, and review it regularly. Action: Dedicate 20 minutes this week to drafting or refining your personal vision statement and keep it where you can review it daily. 3. The Power of Consistency in Achieving Goals Success comes from small, repeated actions. Build daily routines that align with your long-term business and personal goals, focusing on consistency rather than intensity. Action: Choose one small habit today (e.g., 15 minutes of focused work on a key project) and commit to doing it every day for the next week. 4. Using Habit Stacking to Improve Productivity Link new productive habits to existing ones to make them easier to adopt. For example, review your business goals while drinking your morning coffee. Action: Identify one new habit you want to adopt and link it to an existing daily routine, like reviewing goals during breakfast. 5. Time-Blocking Techniques to Maximise Efficiency Time-blocking ensures focused work periods by scheduling specific blocks of time for tasks. Use this method to avoid distractions and manage your time more effectively. Action: Block out 2 hours tomorrow for deep work on a key project, setting a timer and eliminating distractions during that time. 6. Developing a Reading Habit to Stay Ahead in Business A daily reading habit can sharpen your skills and keep you informed about industry trends. Commit to reading for a set period each day. Action: Schedule 15 minutes each day this week to read an article or chapter from a book relevant to your business. 7. Creating a Daily Reflection Practice for Self-Improvement End each day by reflecting on what went well and where there’s room for improvement. This allows for continuous learning and adjustment. Action: Before bed tonight, write down two things that went well and one thing you could improve on for tomorrow. 8. How Journaling Can Help You Track Progress Daily journaling helps clarify thoughts, track progress, and problem-solve. Make journaling a daily habit to stay focused on both personal and business goals. Action: Spend 10 minutes at the end of the day journaling about your successes and challenges. 9. The Impact of Regular Exercise on Business Performance Exercise boosts energy levels and mental clarity, which directly impacts your productivity and decision-making. Action: Set aside 20 minutes today for a quick walk, stretch, or workout to refresh both body and mind. 10. Balancing Work and Life Through Daily Habits Establish boundaries between work and personal life to prevent burnout and enjoy more meaningful personal time. Action: Schedule a dedicated hour tonight for family or personal activities, turning off all work notifications during that time. 11. Developing a Growth Mindset with Continuous Learning Commit to learning something new every day to nurture a growth mindset, which is essential for business and personal success. Action: Sign up for a webinar or listen to a 10-minute podcast on a topic that interests you this week. 12. The Role of Daily Gratitude in Business Leadership Gratitude fosters a positive mindset and strengthens relationships. Make it a habit to express gratitude daily. Action: Send a thank-you note or message today to someone who helped you recently in business or life. 13. Establishing a Digital Detox Habit to Improve Focus Too much screen time can harm focus and productivity. Schedule regular breaks from digital devices to reset and refresh. Action: Set a daily reminder to take a 30-minute break from all screens today, using the time to relax or reflect. 14. Incorporating Mindfulness into Your Daily Routine Mindfulness helps you manage stress and stay present. Incorporate mindfulness practices like deep breathing or meditation into your day. Action: Take 5 minutes today to sit quietly, close your eyes, and practice deep breathing. 15. How to Break Bad Habits and Build Better Ones Identify habits that are holding you back and replace them with positive, aligned actions. Action: Choose one habit you want to break (e.g., checking emails first thing in the morning) and replace it with a positive habit (e.g., reviewing your goals first). 16. The Importance of Daily Goal Setting for Long-Term Success Daily goal-setting keeps you focused on priorities and aligned with your bigger vision. Action: Write down your top three goals for tomorrow before going to bed tonight. 17. Making Time for Self-Care: A Business Leader's Guide Self-care prevents burnout and ensures that you can perform at your best. Build daily self-care activities into your routine. Action: Block 30 minutes today for a self-care activity, such as reading, exercising, or taking a relaxing bath. 18. Using Affirmations to Build Confidence and Drive Positive affirmations reinforce a success-driven mindset. Incorporate them into your morning routine for a confidence boost. Action: Write down one positive affirmation today (e.g., "I am capable of achieving my goals") and repeat it to yourself every morning for the next week. 19. Creating a Daily Checklist to Stay Organised A daily checklist helps you stay organised and ensures you don’t forget important tasks. Action: Create a checklist tonight of your top five priorities for tomorrow and check them off as you complete them. 20. Developing Financial Discipline Through Daily Habits Review your finances regularly to stay on top of cash flow and ensure long-term financial health. Action: Spend 10 minutes today reviewing your personal or business finances, looking at cash flow, expenses, and savings goals. 21. The Role of Networking in Daily Business Success Networking should be a daily habit to build relationships and open up new opportunities. Action: Reach out to one contact in your network today—whether it’s following up after a meeting or simply checking in. 22. Building a Habit of Empathy in Professional Relationships Empathy fosters strong, trusting relationships. Practice active listening and understanding in every interaction. Action: During your next meeting, focus on listening without interrupting. Reflect on how this changes the interaction. 23. How to Use Daily Debriefs to Improve Team Performance A quick daily debrief helps improve team performance by reflecting on the day’s work and planning for tomorrow. Action: Set aside 5 minutes at the end of each workday to discuss what went well and what could be improved with your team. 24. Fostering Creativity with Daily Brainstorming Sessions Daily brainstorming keeps your creative muscles sharp and leads to innovation and growth. Action: Spend 10 minutes brainstorming new ideas for your business today, even if they’re outside the box. 25. The Importance of Regular Feedback in a Business Setting Giving and receiving feedback regularly improves communication and helps with continuous improvement. Action: Offer constructive feedback to one team member today, focusing on positive reinforcement and opportunities for growth. 26. Daily Meditation for Mental Clarity and Focus Meditation helps you manage stress and maintain focus. Make it a daily habit to meditate for mental clarity. Action: Set aside 5-10 minutes today to meditate or engage in a mindfulness practice to clear your mind. 27. Time Management Habits of Highly Successful People Successful entrepreneurs manage time effectively through habits like prioritising tasks and minimising distractions. Action: Identify your top three tasks for tomorrow and schedule them during your most productive time of day. 28. How to Build a Habit of Active Listening in Conversations Active listening builds better relationships and improves communication, both in business and personal life. Action: In your next conversation, focus entirely on the other person’s words without interrupting. Reflect on how this changes the interaction. 29. Turning Procrastination into Productivity Identify your triggers for procrastination and develop strategies to turn idle time into productive moments. Action: Set a timer for 10 minutes today and work on a task you’ve been putting off. This small step will help overcome procrastination. 30. Creating Work-Life Boundaries Through Routines Establish boundaries between work and personal life by setting work hours and sticking to them. Action: Turn off work notifications at a designated time this evening and dedicate the rest of your time to personal activities. 31. Leveraging Social Media Habits for Professional Growth Use social media strategically to build your brand, engage with your audience, and grow your network. Action: Spend 10 minutes today engaging with your audience on social media by responding to comments or posting valuable content. 32. The Importance of Hydration and Nutrition for Daily Performance Staying hydrated and eating well keeps your energy levels high and your mind sharp, which directly impacts productivity. Action: Drink an extra glass of water today and plan a balanced meal with whole foods to fuel your body and mind. 33. How a Daily Learning Habit Can Transform Your Career Commit to learning something new every day to stay ahead in business and improve personal development. Action: Spend 15 minutes today reading an article or watching a video on a topic relevant to your business or interests. 34. Cultivating a Positive Mindset Through Daily Affirmations Positive affirmations help you develop a mindset geared toward success. Use them daily to build confidence and drive. Action: Choose one positive affirmation (e.g., "I am capable and driven") and repeat it to yourself each morning. 35. The Power of Rest: How Sleep Habits Drive Success Sleep is essential for maintaining focus, creativity, and decision-making abilities. Prioritise getting enough rest each night. Action: Set a goal to go to bed 30 minutes earlier tonight to ensure you get at least 7-8 hours of quality sleep. 36. Building Trust in the Workplace with Consistent Actions Trust is built through consistent actions over time. Follow through on promises and be transparent with your team to build a culture of trust. Action: Identify one promise or commitment today and ensure you follow through on it to build trust with your team. 37. How to Establish a Habit of Prioritising Critical Tasks Prioritise high-impact tasks at the start of each day to ensure you focus on the work that moves your business forward. Action: Identify the top three most important tasks for tomorrow and schedule them in the morning when your energy is highest. 38. How Successful Entrepreneurs Build Productive Daily Habits Study the habits of successful entrepreneurs and apply their strategies—such as early rising, focus sessions, and goal-setting—to your own routine. Action: Research the daily routine of one entrepreneur you admire and try to implement one of their habits into your routine this week. 39. Building Relationships Through Consistent Communication Regular communication strengthens relationships with your team, clients, and partners. Make communication a daily priority. Action: Reach out to one person in your professional network today for a quick check-in or follow-up. 40. How to Use Micro-Habits to Build Long-Term Success Micro-habits are small, easily achievable actions that build momentum. These small steps lead to long-term success when practiced consistently. Action: Choose one micro-habit (e.g., reading for 5 minutes or taking a short walk) and incorporate it into your day starting tomorrow. 41. Integrating Reflection into Your End-of-Day Routine End each day by reflecting on what went well and what could have been done better. Regular reflection helps you grow and improve continuously. Action: Take 5 minutes at the end of today to write down one thing you did well and one thing you’d like to improve tomorrow. 42. How Small Habits Can Lead to Big Changes Small daily habits, when compounded over time, lead to significant changes. Focus on small actions that contribute to your larger goals. Action: Pick one small habit that aligns with a bigger goal (e.g., walking for 10 minutes if fitness is a goal) and commit to it every day this week. 43. Creating a Habit of Accountability in Team Settings Regular check-ins and setting clear responsibilities build a culture of accountability within your team. Action: Set a daily check-in with your team to ensure everyone is aligned and held accountable for their tasks. 44. How to Leverage Daily Habits for Better Decision Making Build a habit of taking time to reflect or seek input before making major decisions. Thoughtful decisions often lead to better outcomes. Action: Before making a key decision today, take 5 minutes to pause, reflect, and gather input from a trusted colleague. 45. Daily Learning: Staying Current with Industry Trends Dedicate time each day to staying informed about trends and changes in your industry. This keeps your business competitive. Action: Spend 15 minutes today reading about the latest trends in your industry or reviewing competitor updates. 46. Using Vision Boards to Stay Focused on Business Goals Create a vision board with images and affirmations that represent your long-term business and personal goals. Reviewing this daily helps keep you motivated. Action: Spend 30 minutes creating a vision board that reflects your long-term goals and review it each morning for motivation. 47. Developing Patience Through Mindful Daily Practices Patience is essential for making better decisions and leading effectively. Use mindfulness practices to cultivate patience daily. Action: The next time you feel impatient, take a deep breath and pause for a moment before reacting. Reflect on the situation mindfully. 48. How Delegating Tasks Can Become a Daily Habit Delegation frees up your time for high-priority tasks. Make a habit of delegating daily tasks that don’t require your direct involvement. Action: Identify one task today that you can delegate to a team member, and trust them to handle it. 49. Building a Habit of Celebrating Small Wins Celebrating small victories keeps morale high and motivates you to keep going. Acknowledge and celebrate daily achievements, no matter how small. Action: At the end of today, identify one small win (e.g., completing a difficult task or finishing a project) and celebrate it with your team or by rewarding yourself. 50. How Journaling Can Clarify Business and Life Goals Journaling helps clarify your thoughts, process challenges, and track your progress. Use it as a tool to refine your personal and business goals over time. Action: Spend 10 minutes journaling today about your current business and life goals, focusing on what you’ve achieved and where you want to go next. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn how to increase estate agency profitability through increased productivity with 5 simple tips from the productivity experts, Awardaroo. How To Increase Estate Agency Profitability Learn how to increase estate agency profitability through increased productivity with 5 simple tips. Published on: 29 Nov 2018 In this new online property world, when using a High Street agent customers will expect and deserve exceptional levels of customer service and transparency if fees will be 5+ times that of online rivals. How to increase Estate Agency profitability: 5 tips Recognise you’re finding someone a new home, not trying to get them registered. Show you care about them first before yourself or your properties. Check those feelings! Feeling stressed? The caller will sense it. Use your name when taking a call, twice! The first time you’re the company, the second time, you’re you. Log those calls, you need all the local buyers you can get. Work as a team and address this challenge head-on together then you will be one of the few winners, not the many losers. Lastly, consider business coaching for estate agents as leading a team can be a lonely place and an independent, outside view can help keep you on track and improve your business performance. P.S. You need to create a culture, a mindset of exceptional customer service and continuous business improvement to make this stick for the long term. We book and buy our holidays and hotels online now. We’re spending more and more time and money online. This year we will hit “Peak Cash” according to The Guardian, digital payments will exceed cash in 2018 . The way we buy, sell and rent our homes is changing too. The way we live is changing so fast, the world is changing fast, we are going through the biggest revolution ever but it hardly seems to get a mention anywhere by anybody. The industrial revolution was a big event but would did that do? It replaced the horse with horsepower, animals with machines. What is happening today is that and some. According to the World Economic Forum we are in the 4th Industrial Revolution. Soon we will all be driving around in electric cars or hopping in a self-drive car or in a pilot-less drone or going on a holiday or a tour in space. Artificial Intelligence will be listening to us, obeying us, following us, curing us and making us all very nervous, I’m sure. To call this the 4th Industrial Revolution then is to misrepresent or understate what’s happening. The first revolution was mechanisation because somebody invented the steam engine, the second revolution was electrification because somebody invented the electric motor and a light bulb, the third was digital because somebody invented the transistor which gave birth to the PC and modern computers. In each case something got invented then used. And that was that. This “4th Industrial Revolution” has no single invention behind it. It is happening because massive computing power is being meshed with massive communications power. People can work together around the world easily and come up with new ideas then test them quickly to see if they are viable. We can simply fail faster than ever before, at a rate that is catapulting the rate at which new things become possible, new discoveries are made. So, let’s not call it the 4th Industrial Revolution, it’s a new beginning, the end of the past, so I’m calling it the Genie Revolution, the genie of human ingenuity is finally and fully out of the bottle. I digress, let’s get back to homes and houses. In amongst all this, the Estate Agency and Letting Agency market is changing, threats are many from Online and Hybrid Agents, other High Street agents improving their service, the abolition of Letting and Estate Agent fees and a slowing market. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how a strong customer service philosophy can build trust, foster excellence, and drive business success. Learn the core principles that shape a customer-centric culture. Customer Service Philosophy: The Foundation of Lasting Business Success Why a Thoughtful Customer Service Philosophy is Key to Building Trust and Creating Long-Term Relationships. Published on: 22 Apr 2021 How many times have you heard the familiar sayings like "the customer is always right" or "service with a smile"? While these phrases hold some truth, they oversimplify the complexities of modern customer service. In today's world, where customer expectations are ever-evolving, a deeper, more thoughtful approach is essential. That's why we're moving beyond outdated clichés to help you develop a meaningful customer service philosophy. In this article, we'll explore: The importance of a customer service philosophy How a well-defined philosophy shapes exceptional service Real-world examples of effective customer service philosophies Let’s dive into the core ideas that underpin a customer-first mindset. Building a Customer Service Philosophy Every business has its unique way of delivering service, but the most successful ones are rooted in timeless principles. These principles form the foundation of a well-rounded customer service philosophy that elevates both the customer experience and business success. They’re as follows: 1. Be Responsive Is there anything more frustrating than spending your precious free time trying to get in touch with a company only to be put on hold for what feels like hours? Responsiveness is vital for customer service. But so many companies are falling at the first hurdle due to a lack of staff. Here’s the numbers: A study by Which? Revealed five out of the six big energy firms left customers waiting for 10 minutes or more on average. A more recent study by Money Mail revealed wait times of over half an hour for major banking phone lines. Even trying to get through to HMRC will set you back an average of 47 minutes according to Citizens advice research. It’s not just over the phones either. Other communication channels also need to be responsive. This includes email and social media channels. Companies must be monitoring these, or outsourcing someone to monitor them, even during weekends. A short initial response time can increase customer satisfaction substantially. But it doesn’t end here. Agents need to continue to be responsive. This means whatever issue or query a customer has also needs resolving quickly. In an ideal world, these issues are resolved straight-away on the same contact, but anyone in customer service knows this is not always the case. Employees and companies must make resolution a priority to deliver good customer service. Companies can increase responsiveness by training and empowering their employees. It might be stating the obvious a little, but employees need to have the initial knowledge to be able to resolve customer queries. Without good training, they’re unlikely to have the knowledge necessary to have an immediate solution for customers. But even with this knowledge, employees may not feel empowered to make the decisions to resolve issues. The more back and forth an employee needs to make to get decisions approved, the longer customers wait. Employees who are empowered to make decisions and resolve issues will be more able to come up with solutions to less common problems. You should also have a host of communication channels open to your customers. This could include phone, live chat, social media and email. This allows customers to choose the channel that they prefer. Just make sure all your channels are as responsive as possible. 2. Be Knowledgeable We hinted at this above, but it couldn’t be more true. How is an employee supposed to help a customer when they don’t know any more about the product or service than the next person? Employees who have been given the best training deliver better customer service. They can give accurate, detailed answers to customers. They can even answer questions the customer didn’t know they had, because they’re not the expert in your product or service — you are! Employees shouldn’t just be trained in your product or service, but also in the systems you use in your workplace. They should be confident using software and supported with regular training for new features. The confidence that your employee gains from great training transfers to your customer. Your customer feels reassured that their problem is being dealt with by a competent and helpful employee. 3. Be Consistent A lack of consistency can really damage your customer service and your brand authority. From the first moment you interact with a customer, you’re setting an expectation of service. This is great when you’ve nailed that interaction and a customer has a positive view of your company. But later down the line, if you fail to meet that expectation, your customer will be more disappointed. To keep things consistent, you need to communicate internally. Different departments must have easy ways to contact and discuss issues to best resolve customer problems. This is where a CRM (Customer Relationship Management) system becomes invaluable. All teams that need it should have access to customer history through the CRM , ensuring that every interaction is logged and updated after every contact. This avoids customers repeating themselves every time they reach out. A CRM also helps align your inbound and outbound strategy communications. Customers often have wildly different experiences when dealing with an agent they’ve reached out to versus one who has reached out to them. A well-maintained CRM ensures that every interaction is informed and personalised, reducing frustration and improving service quality. You’ll also need a customer service philosophy — but we’ll get to that later. 4. Be Effortless It shouldn’t take MI6 training to contact you. In fact, quite the opposite — it should be effortless. Aim to have a variety of channels on offer and this information should be easy to find. Customers shouldn’t have to trawl through pages of “helpful” FAQ materials just to find a number to speak to a real human. Once a customer contacts you, communications should be effortless. This means clear, consistent and helpful advice or resolutions where you go above and beyond. For example, if a customer needs to speak to another department avoid the caller having to make another call which increases stress all around and takes up more of your company’s valuable time later, time better spent on other things. Complete a warm transfer — a transfer where you pass the call details onto the next agent before transferring the call. This can help improve sales and service call productivity. 5. Be Human Time for a serious question… does anyone like the automated answering services? We’re yet to meet a customer who does and we get it. Especially when you’re pressing endless different numbers to get through to the right department just to be told it’s the wrong department or, worse yet, to be cut off. A human touch goes a long way in customer service. Though we understand the need for automated answering services for busy periods, it shouldn’t be the default if at all possible. Personality and empathy make a huge difference to a frustrated customer. Think about the last time a customer service agent made your day. We bet it wasn’t a robot that did it. 6. Be Open There’s a reason honesty is a virtue. Just as we value it in people, we value it in companies. Maintaining transparency and honesty with your customers is part of outstanding customer service. It’s okay to be wrong sometimes. It’s okay to make a mistake. It’s okay to not know something. Transparency shows your customer you value them. Just be sure to emphasise that you will resolve the issue. Be transparent about how long it will take and why. Most customer frustrations stem from a lack of being kept in the loop, not the actual initial problem itself. You should encourage the same transparency back from your customers with feedback methods. Ask for honest and open feedback about how you can improve. This again emphasises to customers you’re serious about delivering great customer service. 7. Be Proactive Proactive customer service is great customer service. So anticipate problems and needs with a proactive approach. This allows you to not only meet customer expectations, but exceed them. There are so many ways to be proactive in customer service, but here’s just a few: Reward loyal customers Inform customers about upgrades or new services Collect customer feedback Monitor social media 8. Be Continuous The thing about companies that deliver really great customer service is that they never settle for being great and stop trying. There is always something you could be doing better. Use customer feedback to gain insights into your customer service, but then actually follow through on those insights and make changes. Review complaints to discover the root of the issue and then create a solution so it’ll never happen again. Review calls and chat transcripts to discover more about your frontline service. This ethos of continual improvement ensures that you will always be looking ahead, instead of settling for what you have. Create A Customer Service Philosophy You can use these principles of customer service to help create a customer service philosophy. You can put as much, or as little, emphasis on each principle of customer service as you want. You can also add your own like be fun or be friendly to better match up with your brand. This philosophy can guide you and define you. The reality is without a strong focus on customer service, your business will struggle to grow and rival competitors that are focused on customer service. The days of slashing prices to compete died with Amazon. There’s one thing that many companies that are thriving have in common — a philosophy of customer service. Everybody’s competitor now is Amazon, Apple and Valve. Today we buy experiences – how something or some service makes us feel – more than we ever did before. Examples Of Outstanding Customer Service Philosophies It really shouldn’t surprise anyone that Amazon is the absolute leader of the pack when it comes to customer service. That success comes from their own unique principles of customer service. In their own words, “to be earth’s most customer-centric company”. Their philosophy lies in continuous improvement. Products can always be delivered faster, to a more convenient location, at a more convenient time. That’s why they’ve been testing drones for the past decade to drive forward their 2-hour delivery goal for prime members. This philosophy is what drives the company to continually out-innovate competitors. Learn More Use the principles of customer service to help your company create your own customer service philosophy. This philosophy should reflect your brand and your values, helping to guide your employees to deliver outstanding customer service every time. You can find out more about everything you need to know about phone skills in our ultimate guide . Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Often overlooked and underrated, HR is an incredible tool for your business. Find out how HR can add value to businesses and why it's so important. How HR Can Add Value to Your Business The success of any business relies heavily on its people, so you’d expect HR to be high on the agenda but unfortunately, it’s often overlooked and underrated. Published on: 24 Jun 2021 The success of any business relies heavily on its people, so you’d expect HR to be high on the agenda but unfortunately, it’s often overlooked and underrated. Many businesses, large and small, view HR as a costly overhead that they can afford to minimise. The Coronavirus Pandemic has hit the business industry hard and with many companies struggling to stay afloat, it is natural to look at deprioritising spend in certain departments. However, HR should be the last department you turn to as, now more than ever, you need a motivated and productive workforce who are engaged and willing to respond to business changes. Is HR Really Necessary? The short answer is yes! You’d be forgiven for thinking that HR is an outdated department in the modern workplace. After all, the term ‘Human Resources’ isn’t exactly very trendy, new or exciting. Being considered a ‘resource’ is in fact, not very human at all. Innovative, new terms have begun cropping up in recent years including Talent Management, People Experience and Employee Engagement which more accurately describe the role it plays today. To understand the value of HR, we must first consider what happens when there is little or no HR in a company. Poor recruitment and employee engagement are toxic to a business. One bad apple, who does not fit the company culture, can create a less functional team. Inappropriate comments are shared, walls go up and ultimately, information and ideas stop flowing. Additionally, when employees don’t feel supported, are working long hours, feel under-skilled and undervalued then their motivation falters and workplace productivity takes a massive hit. HR should be at the top of any organisation helping to build company culture, protect its values and ensure everybody is focused on the vision with a vision statement . HR is not a ‘nice to have’, it is a ‘must have’ if you want your business to succeed. How HR Adds Value to Businesses Recruitment and retention Recruitment and retention are still at the core of HR. Every business needs experienced staff with the right qualities to succeed in the team. The HR department are responsible for ensuring the right candidates are selected who will be an asset to both the team and the overall company vision. A good reputation as an employer attracts talented applicants, who in turn look after your business and customers So, your HR team has secured great staff, does that mean you no longer need them? Hiring the right people is just the first step in the process, your company must now look to retaining them. A report conducted by Breathe HR in 2020 found 1 in 5 (21%) of British workers have quit a job due to poor workplace culture. It is also the duty of HR to monitor staff conduct and ensure any unacceptable or disruptive behaviours are dealt with appropriately and efficiently to avoid damaging company culture. Training & development Even the most skilled staff will require some form of training or development during their time with a business. Employees who develop and learn new skills benefit from increased confidence, improved career opportunities and tend to engage more with the business. A good training and development programme decreases employee turnover, creates a more positive working environment and increases productivity. The same report by Breathe HR found that 30% of workers cited a lack of progression as a cause of unhappiness at work. Staff satisfaction & workplace culture Underestimating the importance of employee satisfaction when it comes to business success is a huge mistake. As Victoria Usher , Founder & CEO of GingerMay points out ‘happy employees make happy clients.’. People are starting to value their lifestyle as much as their salary. The younger generation, in particular, seek a better work/life balance than previous generations. HR plays a key role in creating, defining and implementing company culture. Steps to improve company culture might include an employee wellbeing programme , flexible working opportunities, a chance to feedback and engage as well as a nice working environment and social events. Less emphasis needs to be put on yearly appraisals which cause stress and have little benefit, and more focus put on regular, positive feedback and celebration of achievements. 2020 has proved that supporting our staff and responding flexibly to their personal needs has a huge role to play in business success. Our employees suddenly had to adapt to a completely new way of working with added life stresses such as a lack of work space or childcare needs. Increased productivity Productivity i s one of the primary driving forces behind business success, yet, the UK has witnessed a sustained period of poor productivity growth for many years now. HR has an integral role to play in supporting and improving productivity . Staff who are happy at work pay more attention to their role, whether that’s being more attentive to a customer’s needs or producing products faster to a higher standard. Hiring the right staff, offering training, improving workplace culture and supporting staff all result in an increase of productivity. Company Growth & Vision You have a business and perhaps you have a plan, but does everyone in the company understand how their role contributes to the end goal? HR needs to be at the top of the organisation protecting company values and communicating and ensuring the company vision is clear. In summary, there are many ways HR can add value to your business from good recruitment to employee satisfaction. Now, more than ever, HR is not a luxury but an essential component of any successful business. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how to set effective business goals that drive results, boost accountability, and align your team for success. Learn to set both short-term and long-term goals for your business. How to Set Business Goals That Drive Real Success and Sustainable Growth Learn how to create clear, measurable, and actionable business goals that not only guide your company toward consistent growth but also build a foundation for long-term success, ensuring lasting impact and profitability in an ever-evolving market. Published on: 30 Jan 2025 Setting business goals is the foundation of long-term success. Whether you're a startup, a growing enterprise, or a solo entrepreneur, having clear objectives helps you stay focused, motivated, and aligned with your vision. In this post, we’ll explore what business goals are, why they matter, and how to set effective goals that drive results. What Are Business Goals? Business goals are specific targets that a company or individual aims to achieve within a set timeframe. They provide direction and a benchmark for success. These goals typically fall into two categories: Short-Term Goals Short-term business goals focus on immediate achievements, usually within a few months to a year. These goals help build momentum and contribute to larger objectives. Examples: Increase customer satisfaction scores by 10% within the next quarter. Hire five new employees within the next six months. Reduce customer service response time by 20% in the next three months. Long-Term Goals Long-term business goals are broader visions that take years to accomplish. They shape the overall strategy and purpose of a business. Examples: Expand into three new international markets within five years. Become a leader in sustainability by achieving net-zero emissions by 2035. Build a customer base of one million users by 2030. The Impact of Clear Business Goals Define Success with Clarity A well-defined goal acts as a success marker, helping teams understand what they are working toward and how to measure progress effectively. Align Efforts Across Teams Goals ensure that every department, team, and individual is working in sync toward a common objective, boosting efficiency and productivity. Improve Decision-Making When faced with choices, clear business goals act as a decision-making guide, ensuring that every action supports the bigger picture. Increase Accountability Defined objectives make it easier to track performance, set expectations, and hold individuals accountable for results. Enhance Motivation and Engagement Employees who understand how their work contributes to the company's success are more engaged and motivated to perform at their best. Business Goals That Work: Aligning Strategy, Accountability, and Execution Clarity and Ownership When team members have a clear sense of their responsibilities and the strategies required to achieve them, they become more engaged and productive. Clear goals create ownership, making employees more committed to their roles and contributions. Keeping Teams Aligned A key benefit of setting business goals is ensuring all teams work toward a common objective. For example, if the company’s goal is to increase profitability by 10%, multiple teams contribute in different ways: The sales team may raise their quotas. Marketing may refine outreach strategies. Operations may improve efficiency to reduce costs. Each department plays a role, but together, they drive the company toward its overarching goal. Maintaining Accountability Once business goals are established, they can be broken down into individual responsibilities. This ensures accountability from leadership to every team member. Managers can monitor progress, identify challenges, and provide support where needed. Informing Decision-Making Regularly tracking business goals enables companies to make data-driven decisions. By analyzing past performance, leaders can adjust strategies, set more realistic targets, and refine their approach to growth. Leveraging CRM to Strengthen Business Goals Customer Relationship Management (CRM) plays a crucial role in setting and achieving business goals. CRM systems help businesses manage customer data, track interactions, and identify trends that can inform goal-setting strategies. How CRM Enhances Goal Setting Data-Driven Decisions : CRM analytics provide valuable insights into customer behavior, enabling businesses to set goals based on real customer needs. Improved Customer Retention : Setting goals related to customer engagement and retention becomes easier with CRM tracking past interactions and predicting customer needs. Enhanced Sales Strategies : CRM tools help sales teams optimize their approach, ensuring targets align with actual customer demand. Personalized Marketing : Businesses can set more precise marketing goals by leveraging CRM data to tailor campaigns to different customer segments. Measuring Success More Accurately : CRM systems track key performance indicators (KPIs) that align with business goals, making progress assessment more transparent. CRM-Integrated Goal Examples: Increase customer retention by 15% using targeted follow-up strategies within the next year. Improve lead conversion rates by 20% by optimizing sales outreach based on CRM insights. Enhance customer service response times by integrating automated CRM workflows. Tips for Setting Clear Business Goals Use a Proven Goal-Setting Framework SMART Goals : Goals should be Specific, Measurable, Achievable, Relevant, and Time-bound. OKRs (Objectives and Key Results) : The OKR framework helps set clear objectives and define key measurable outcomes. Involve Key Stakeholders Business goals should not be set in isolation. Collaborate with team members, department heads, and other stakeholders to ensure alignment and shared commitment. Start with the Big Picture Before diving into specific numbers, define your overarching vision. Ask yourself: What does success look like in 5, 10, or 25 years? What core values should guide your business? How does each department contribute to these goals? Break Down Large Goals into Smaller Steps Instead of setting one massive goal, break it down into smaller, manageable milestones. This approach makes it easier to track progress and stay on course. Regularly Review and Adjust Goals Goals should not be static. Regularly review them to assess progress, identify challenges, and make adjustments where necessary. Leverage Technology for Goal Tracking Using project management tools can help teams stay organized and accountable. Platforms like Asana, Trello, or Monday.com provide visibility into progress and ensure continuous tracking of key objectives. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Agile methodologies empower leadership by fostering adaptability and collaboration and enhance productivity. 10 Agile Leadership Productivity Improvement Strategies Agile methodologies empower leadership by fostering adaptability and collaboration. To enhance productivity, leaders can employ strategies like setting clear goals, promoting self-organisation, and prioritising continuous feedback. Encouraging cross-functional teams, embracing change, and using data-driven insights also play pivotal roles in achieving agile-driven productivity improvements. Published on: 7 Mar 2024 Identifying effective agile leadership productivity improvement strategies is easier said than done. Improved productivity and a more efficient workplace can be difficult goals to achieve when a multitude of factors appear to be stacked against you. The time for UK businesses to take action is long overdue – business productivity rates are underwhelming, to say the least. In fact, the UK productivity rate is around 20% lower than other developed nations and the Covid-19 pandemic hasn’t helped. Improving efficiency and productivity relies on how employees and teams perform, how you treat them and how you motivate them. Productivity can be boosted by using process efficiency using tools properly, by automating tasks and using a leadership development programme. Why Productivity Matters During Hard Times In challenging periods, enhancing personal, professional, and business productivity can be the difference between thriving and falling behind. By increasing efficiency and focus, you’ll weather uncertainty and position yourself for long-term success. Top 5 Reasons to Prioritise Productivity in Difficult Times : Maximise Limited Resources – Stretch time, energy, and finances further. Solve More Problems Faster – Address challenges swiftly and stay ahead. Increase Output and Value – More work done equals greater returns. Maintain Motivation and Focus – A sense of progress fuels resilience. Gain a Competitive Edge – As competitors falter, stay driven and seize new opportunities. How to Increase Productivity When Times Are Tough: Prioritise Ruthlessly – Focus on tasks that directly drive business growth. Ask yourself, “What happens if I don’t do this?” If the answer isn’t critical, move on. Time Management – Start early, stay late, and track your time. Celebrate small wins to maintain momentum. Health and Wellbeing – Get quality sleep, exercise regularly, and eat healthily. A sharp mind and body outperform exhaustion every time. Delegate Strategically – Hand off tasks when others can do them better or faster. Collaboration keeps you accountable and focused. Learn to Say No – Protect your time by declining distractions and requests that don’t align with your goals. Remember: Productivity is your most valuable asset in uncertain times. By focusing on growth and efficiency, you’ll not only survive but excel in the months ahead. Here are 10 practical leadership productivity improvement strategies, starting with the post-Covid conundrum many businesses face in bringing a dispersed workforce back together. 1. Support your home workers to return to the workplace For many companies, the post-Covid workplace is, literally, anywhere employees want it to be. Working from home (WFH) has been joined by WFP (working from the pub – many in the UK now throw in lunch and a drink along with a desk and WIFI for a daily fee) and WFA (working from abroad). The hybrid world of work can hamper efforts to improve productivity. It combines working wherever employees choose with the partial return to the office. Done badly, it can result in the worst of all worlds in terms of improving productivity. A lot of businesses currently appear to favour a ‘three days in, two days from home’ strategy. Some companies are in no rush to return people full-time ; others would like everyone back all the time. Workers are more likely to vote with their feet – and continue working some of the time from home . One employer, on discovering that a home-based worker didn’t want to return from the local office because they had moved abroad without informing them, was given an ultimatum: keep me on, working remotely, or face the time and expense of replacing me. Returning to offices is as much a financial as it is a productivity challenge. With employees influencing the discussion rather than being dictated to by their bosses, the way companies approach the return to work question needs to be handled very carefully. It’s not just a case of demanding their return and saying everything will be the same as before: it won’t. Currently, only about three-quarters of UK workers are concerned about their welfare regarding Covid-19 , if they return to their workplace. The office needs to be a place people want to return to – a ‘destination’ rather than a desk. For example, many companies took the opportunity of Covid-19 lockdowns to transform their office space, and not just by adding a few comfy chairs. Productivity improvement benefits Higher levels of employee satisfaction through greater employer support Lower absenteeism rate Higher employee retention rate Healthier and happier employees How to support homeworkers: Ensure regular and honest communication about returning to the office – make sure it is two-way, with employees encouraged to voice any concerns Consult with employees about your plans Take Covid-19 precautions on workplace health and safety and make sure employees know what they are Offer incentives to return, for example, local gym membership, free lunches or other culinary-based inducements Provide ‘welcome back’ packs of goodies to encourage returners Make the office a fun place to work – create a vibe by boosting non-work social activities with a calendar of interesting events Introduce more natural light, breakout areas and plants Offer regular motivational and wellbeing talks by experts Provide additional employee training to boost productivity in the hybrid world, such as technology skills, and also wellbeing boosters, like health with yoga, exercise classes Invest in technology so office-based and hybrid workers can collaborate easily when team members are in different locations Provide more one-to-one time for employees with their line managers to monitor and discuss both productivity and wellbeing 2. Organise your employees Agile principles encourage organising employees into cross-functional teams, emphasising collaboration, flexibility, and iterative work. This approach promotes better adaptability to change, faster response to customer needs, and increased employee engagement. Agile organisations foster autonomy, clear communication, and continuous improvement, ultimately enhancing both productivity and employee satisfaction. Productivity improvement benefits Less stress and burnout – lower absenteeism rates Healthier employees Better relationships – at work and home More productive employees who make better use of their time Understanding employees’ personalities can help you to improve the productivity of your teams by getting everyone to play to their strengths. Workplace personality tests can help . 11 ways to be better organised Make daily lists of what you need to do Prioritise actions with the most important (not necessarily the most urgent) first Make schedules showing when you need to complete tasks File tidily – declutter your physical and online space Create routines so you can be more consistent and certain in what you do Create guides for job roles so everyone can follow best practice Use time management and productivity improvement tools (see below) Listen to employees – operate an ‘open door’ approach to avoid people getting overwhelmed and under-productive Take regular breaks Delegate tasks to avoid multitasking (see below) Avoid unnecessary meetings and duplicated work 3. Set up a formal employee suggestion scheme Giving employees a strong voice in the workplace helps them to feel more engaged and involved. Productivity improvement benefits Save costs by introducing ideas that improve business efficiency Improve collaboration between employees Increase levels of trust Identify issues early before they become ingrained and are harder to rectify How to set up a formal employee suggestion scheme Lead from the top by ensuring senior-level responsibility for managing the suggestion scheme Be transparent – especially in how you intend to use the information Commit to act on what you find Respond quickly with results and actions Share the news – celebrate ideas taken up Make the scheme easy to use Offer incentives for taking part, like a prize draw so anyone can win and also prizes for the best ideas Review how the scheme is going and update it regularly with clear communication, so everyone knows it is available and how they can respond and by when 4. Start a wellbeing programme One of the priorities set out by the World Health Organisation on World Health Day is “to foster a movement” to create societies focused on wellbeing. Good physical and mental health helps to improve workplace productivity. A wellbeing programme is also an important tool to attract, recruit and retain employees. Increasingly, job candidates scrutinise a company’s wellbeing programme as closely as the pay grade on offer. A wellbeing programme can help identify barriers to productivity improvement, for example, presenteeism and absenteeism. A consistent feature of good wellbeing programmes is taking a holistic approach to both physical and mental health, as Perkbox observes in its analysis of six wellbeing programmes that work well – at Jack Wills, The Gym Group, Purple Bricks, Wasabi, Google and the NHS. Wellbeing programme should be led from the top, with senior managers setting an example and taking responsibility, along with line managers and HR departments, for their wellbeing Programme. Productivity improvement benefits Improve employee productivity Reduce rates of absenteeism Reduce staff attrition rates Generate a positive view of the company by employees, customers, shareholders and other stakeholders How to set-up a wellbeing programme A strong wellbeing programme should include a wide range of often sensitive areas. The Chartered Institute of Professional Development CIPD identifies these seven areas of wellbeing : Physical health and safety, mental health Good working environment, management, pay and recognition Strong leadership, values and standards, particularly around inclusion and diversity Strong employee voice through communication and consultation Clear career development path and learning opportunities Availability of positive lifestyle opportunities, particularly physical activity and healthy eating Financial wellbeing through fair pay and benefits, retirement planning and other financial support 5. Automate and simplify processes The Covid-19 pandemic accelerated the transition by many companies towards greater automation and simplification of work processes. A World Economic Forum survey found that 84% of employers are preparing to rapidly digitalise working processes. Productivity improvement benefits Better use of employees’ time More motivated employees Deadlines met Cost savings How to automate and simply processes Identify areas ripe for greater automation, especially ones that involve repetitive work or tasks that take a long time to complete manually. This could include certain processes in sales, finance and accounts and stock management Make a record of key processes with a step-by-step analysis of every stage to identify where automation and simplification will have the greatest positive impact on productivity improvement Prioritise which areas to automate first based, for example, on how they will reduce costs, improve productivity, or improve employee or customer satisfaction levels 6. Make more of your efficiency tools From well-established tools, like Microsoft 365, to a myriad of newer entrants, like Trello, Clockify and Zoom, the number of business productivity improvement tools is growing all the time. With a proliferation of business efficiency tools available (many at no cost), companies are probably guilty of having too many, not having the right ones or failing to ensure their staff know how to get the best out of them. Productivity improvement benefits Better quality work Greater collaboration Clear communication More accurate measurement of performance Reducing operating costs Improved customer satisfaction Improved success rate of projects How to make more of your efficiency tools Make sure everyone who needs to be is properly trained in using your business efficiency and improvement tools Make sure the right people are using the right tools Make sure tools are used consistently across your organisation 7. Keep your team active Teams that fall behind in their tasks become reactive. They are constantly playing catch-up and not spending enough time thinking about how to stay ahead or how to improve their productivity. Productivity improvement benefits Better time management makes employees more efficient and focused Understandable processes ensure employees know how to be as productive as possible Staff are more proactive and engaged when they feel more in control of their work How to keep your team active Understand what makes your team tick, so you can motivate them and be confident in challenging them to be more efficient Prioritise – focus on what’s important, where the deadlines are driving Don’t get bogged down in reactive habits, like trawling through non-essential emails that don’t help you or your team to focus on their tasks In The 7 Habits of Highly Effective People , businessman and self-help expert Stephen R Covey covers the main bases: Be proactive – take responsibility for your actions Begin with the end in mind – thoroughly plan how to achieve your goals Put first things first – understand what is important rather than merely urgent Think win:win – find mutually beneficial solutions Seek first to understand, then to be understood – be a good listener Synergise – combine your team’s strengths Sharpen the saw – continuous improvement 8. Avoid multi-tasking Focus on the job at hand and don’t overload your day by thinking you are improving your productivity by taking on as much as you can. You’re probably doing the opposite. Multi-tasking can distract you and productivity will suffer as a result. Your memory can suffer from an information overload where you are not fully focused on each task. Levels of stress and anxiety can increase if you are taking on too much. Multi-tasking can lead to more mistakes and poorer outcomes. Productivity improvement benefits Greater efficiency More tasks completed on time Higher quality work Less stress How to avoid multi-tasking Identify the most important tasks and tackle these one at a time Create a daily list of activities to complete and stick to it Plan your time carefully with set periods to complete each task and to take breaks in between Finish one task before you start the next Set limits on what you’ll do and when – say ‘no’ more often and don’t get lumbered with an overload Don’t get distracted or interrupted 9. Provide employees with real-time feedback Responding immediately with feedback – both positive and negative – and giving praise improves employee morale and productivity. But be careful not to impede creativity by micro-managing people with a steady stream of instant commentary on what they are doing. For real-time feedback to work you’ve got to provide it as soon as you can after reviewing a task or activity. Leave it too late and the positive benefit could be lost. This type of feedback is usually conducted in a fairly informal way. Productivity improvement benefits Staff are more engaged Provides employee recognition Improves performance Improves learning How to provide employees with real-time feedback Be authentic, honest and open Decide when best to deliver feedback and be consistent in how you do it Be open and honest and encourage further dialogue on issues you raise Request feedback on your feedback so you can improve how you deliver it Keep feedback within the context of the work you are reviewing – don’t let it turn into broad-based navel-gazing that has little chance of being received favourably Offer support and help for staff to act on your feedback and improve how they work Be constructive – offer solutions and support 10. Avoid the distractions of social media Nearly half of companies in one survey said that they had no social media policy and that employees spent 12% of their working day on unproductive social media activities. The amount of time we spend on social media is increasing, both at work and at home. At work, it can be tricky cracking down on social media use but this is becoming a growing barrier to productivity improvement. Of course, many companies require employees to use social media for business purposes, so employees need to know what the rules are its use in the workplace. As well as being a distraction to productivity improvement, the unauthorised use of social media on company devices can open the door to hacking and fraudulent activity. Productivity improvement benefits Less time wasting at work Fewer workplace distractions More face-to-face employee interaction at work Reduced cybersecurity risks How to avoid the distractions of social media Set clear rules and guidance on using social media at work Explain clearly in regular communications why using social media hinders productivity improvement Block undesirable social media apps on work computers Ask staff to change notification alerts on personal devices when at work Encourage staff to post less on social media at work Set limits on the use of mobile phones – better still, ask staff to turn them off at work Recommend alternative personal interactions to social media, like talking face-to-face with colleagues – it could improve productivity Offer alternative workplace activities to using social media during breaks and lunch hours, like health classes, TED talks or other activities Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. 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Sustainable innovation drives success, as seen in Tesla, Unilever, Patagonia, Interface, and Danone—shaping a brighter, responsible future. The Power of Sustainable Innovation: Real-World Case Studies Sustainable innovation transforms industries. Companies like Tesla, Unilever, Patagonia, Interface, and Danone prove that profitability and purpose harmonise through eco-friendly strategies, securing a brighter, responsible future. In an age defined by environmental concerns and heightened social responsibility, the integration of sustainability into business strategies has become paramount. Companies worldwide are embracing the notion that sustainable innovation is not only an ethical obligation but also a source of innovation, competitive advantage, and profitability. This article will explore real-world case studies of companies that have successfully embedded sustainability into their core business strategies, highlighting their innovative approaches, the challenges they encountered, and the tangible benefits they have reaped in terms of profitability and purpose. Tesla: Revolutionising the Automotive Industry When you think of sustainable innovation in the automotive industry, Tesla inevitably comes to mind. Founded in 2003 by Elon Musk, Tesla's vision was to accelerate the world's transition to sustainable energy. The company's groundbreaking electric vehicles (EVs) have disrupted the traditional automotive industry, demonstrating that sustainability can go hand in hand with innovation. Tesla's innovative approach began with the production of high-performance electric sports cars. These vehicles not only reduced greenhouse gas emissions but also shattered preconceived notions about the capabilities of electric vehicles. The company then expanded its product line to include more affordable models, like the Model 3, making sustainable transportation accessible to a broader audience. Tesla's challenges included battery technology development, charging infrastructure, and navigating regulatory obstacles. However, their unwavering commitment to sustainability led to groundbreaking solutions. Tesla's Gigafactories manufacture batteries at an unprecedented scale, reducing costs and increasing the range of their vehicles. Their Supercharger network addressed range anxiety, offering fast charging capabilities to EV owners. The result? Tesla has not only driven the adoption of electric vehicles but has also become one of the most valuable companies in the world, proving that sustainability can be a catalyst for business growth and success. Unilever: The Sustainable Living Plan Unilever, a multinational consumer goods company, set a shining example in the realm of sustainability with its Sustainable Living Plan. Unilever recognised early on that its products' environmental and social impacts needed addressing. Their innovative approach was to fully integrate sustainability into their business model, all while striving to double the size of the business. Unilever's challenges were vast. They had to reassess their entire supply chain, ensuring it met sustainability standards. This involved finding sustainable sources for raw materials, reducing waste, and minimising their carbon footprint. They also set ambitious goals, like helping more than a billion people improve their health and well-being and reducing their environmental impact by half. To meet these goals, Unilever focused on product innovation. They developed products that were not only environmentally friendly but also addressed social issues. For example, their Lifebuoy soap initiative aimed to improve hygiene in developing countries. They also acquired companies like Ben & Jerry's and Seventh Generation, known for their commitment to sustainability. Unilever's Sustainable Living Plan not only improved their environmental and social footprint but also bolstered their brand image and bottom line. The company reported that their sustainable brands grew 69% faster than the rest of the business in 2018. This case study exemplifies how integrating sustainability into core business strategies can drive revenue and enhance brand value. Patagonia: Leading the Way in Ethical Apparel Patagonia, an outdoor apparel company, has long been a trailblaser in sustainability and ethical business practices. Their commitment to sustainability goes beyond mere lip service – it is ingrained in the company's DNA. Patagonia's innovative approach to sustainability is anchored in the belief that less harm means more good for the world. One of their most remarkable initiatives is the "Worn Wear" program. This program encourages customers to buy used Patagonia items, repair their old clothing, or trade in used items for store credit. This not only extends the life of their products but also minimises waste and promotes responsible consumption. Patagonia has also taken a stand against "fast fashion" by encouraging customers to buy fewer, high-quality items that last. Their commitment to environmental responsibility led them to donate 100% of Black Friday sales in 2016 to grassroots environmental organisations, contributing over $10 million. Challenges faced by Patagonia included navigating the complexities of their supply chain and balancing sustainability with profitability. However, their innovative approach and unwavering commitment to environmental and social responsibility have led to remarkable results. Patagonia's revenue has continued to grow, demonstrating that consumers are increasingly valuing ethical and sustainable brands. Interface: Sustainability in Carpet Manufacturing Interface, a global manufacturer of modular carpet, is a prime example of how a company can completely revamp its business strategy to align with sustainability. Their founder, Ray Anderson, underwent a transformative journey when he realised the environmental impact of his business. Interface's innovative approach was to adopt a mission to become the world's first environmentally sustainable and socially responsible company. Interface's journey was marked by challenges. They had to reimagine their entire production process, making it more sustainable. They introduced innovative technologies like closed-loop recycling, where old carpets are collected, recycled, and used to make new ones. This reduced waste and resource consumption while saving money. The company also pursued a goal to source 100% of its materials from renewable or recycled sources. Their innovative approach to sourcing led to partnerships with suppliers who shared their sustainability goals. Interface also aimed to achieve zero net emissions, pushing them to invest in renewable energy and reduce their carbon footprint. The results have been remarkable. Interface has reduced its environmental impact, increased customer loyalty, and improved its bottom line. Their dedication to sustainability has not only paid off in terms of profits but has also solidified their position as a leader in sustainable business practices. Danone: Nurturing a Sustainable Food System Danone, a multinational food-products corporation, has undertaken a journey to transform the way they do business, focusing on healthier and more sustainable food products. Their innovative approach is guided by their "One Planet. One Health" vision, which aligns business success with the well-being of people and the planet. Danone's challenges included transforming their product portfolio to offer healthier options, reducing their carbon emissions, and promoting sustainable agriculture. They've invested in research and development to create healthier, more sustainable food products and have implemented sustainable farming practices. One of their most notable initiatives is the Danone Ecosystem Fund, which supports local farmers and communities in developing countries, helping them adopt sustainable agricultural practices. This not only improves the livelihoods of farmers but also secures a sustainable supply of raw materials for Danone. The company's commitment to sustainability has resonated with consumers, making them a preferred choice for those who value healthy, sustainable food products. Their revenue growth is indicative of the profitability of aligning business strategies with sustainability and health. These real-world case studies underscore the power of sustainable innovation in transforming companies and industries. They demonstrate that integrating sustainability into core business strategies can lead to innovative solutions, increased profitability, and a stronger sense of purpose. By embracing sustainable practices, companies can not only mitigate environmental and social challenges but also thrive in an increasingly conscious and responsible world. The time for sustainable innovation is now, and these case studies provide a compelling roadmap for companies looking to make a positive impact on the world while growing their bottom line. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Discover how personality assessments can improve operating efficiency and operational excellence by optimising team dynamics, leadership, recruitment, and conflict resolution strategies within organisations. How Personality Assessments Can Enhance Operational Efficiency and Drive Operational Excellence Leveraging Personality Insights to Boost Team Performance, Enhance Leadership, and Drive Sustainable Operational Success. In the pursuit of improved operational efficiency , organisations are constantly seeking ways to enhance business efficiency and overall performance. One often underutilised yet highly impactful tool is personality assessment. By delving into the traits, behaviours, and preferences of individuals within the organisation, personality assessments offer valuable insights that can drive substantial improvements in business efficiency and operational effectiveness. Here’s how leveraging these assessments can transform organisational practices and enhance efficiency across various dimensions. 1. Enhanced Team Dynamics for Greater Efficiency Personality assessments provide a detailed understanding of team members’ strengths, weaknesses, and interpersonal styles. This insight allows for the strategic formation of teams with complementary skills, ultimately leading to greater business efficiency. For instance, a team composed of analytical thinkers, creative problem-solvers, and meticulous executors can tackle challenges from diverse angles and develop more effective solutions. Aligning team roles with individual strengths not only minimises conflict but also enhances collaboration, significantly boosting overall productivity. When team members understand and appreciate each other's personality traits, communication improves, and collective goals are achieved more efficiently. This synergy directly contributes to increased business efficiency and operational success. 2. Optimising Recruitment and Selection for Operational Efficiency Recruiting the right talent is crucial for driving operational excellence and business efficiency. Personality assessments offer a data-driven approach to selecting candidates whose traits align with the role requirements and organisational culture. By evaluating traits such as adaptability, resilience, and teamwork, organisations can predict potential performance and fit within the team more accurately. This approach reduces turnover rates and ensures that new hires contribute positively to operational goals from the beginning. Essentially, personality assessments help build a more capable and cohesive workforce, which directly impacts business efficiency and overall organisational effectiveness. 3. Targeted Training and Development to Enhance Efficiency Understanding employees’ personality traits enables organisations to design tailored training and development programmes. For example, employees with high levels of conscientiousness may excel in detail-oriented tasks and require minimal supervision, while those with high openness may benefit from creative problem-solving training. By aligning development programmes with individual personality profiles, organisations can enhance learning experiences, improve skill acquisition, and foster personal growth. This targeted approach ensures that training investments yield maximum returns, thereby driving business efficiency and contributing to operational excellence. 4. Effective Conflict Resolution for Streamlined Operations Conflicts are an inevitable part of any organisation, but understanding the underlying personality traits of those involved can facilitate more effective resolution. Personality assessments can reveal the root causes of disagreements and provide strategies for addressing them based on individual differences. For instance, if a conflict arises from a clash between a detail-oriented personality and a big-picture thinker, the insights gained from personality assessments can help craft solutions that accommodate both perspectives. This personalised approach to conflict resolution allows organisations to address issues more efficiently and maintain a harmonious work environment, which is essential for sustained business efficiency. 5. Enhancing Customer Relations Through Efficient Service Personality assessments extend beyond internal operations to improve customer interactions. Understanding the personality types of key customer-facing employees can help tailor communication and service approaches to better meet client needs. For example, employees with high levels of extraversion may excel in engaging customers and building relationships, while those with strong analytical traits can address complex issues with precision. By aligning roles with personality strengths, organisations can enhance customer satisfaction and drive operational success through more efficient service delivery. 6. Strategic Change Management for Operational Efficiency Navigating change is a significant challenge for organisations striving for operational efficiency . Personality assessments can aid in managing transitions by identifying how different individuals react to change. Those with high adaptability may embrace new processes readily, while others may require additional support. By understanding these dynamics, organisations can tailor change management strategies to address the specific needs and concerns of different personality types. This approach ensures smoother transitions and reduces resistance, ultimately contributing to improved business efficiency and successful implementation of new initiatives. 7. Fostering Innovation for Competitive Efficiency Innovation is vital for maintaining a competitive edge and achieving operational excellence. Personality assessments can identify individuals with traits conducive to creative thinking and risk-taking, such as openness to experience. By leveraging these individuals, organisations can foster a culture of creativity and innovation. Encouraging collaboration among diverse personality profiles can lead to novel ideas and solutions, driving continuous improvement and enhancing overall business efficiency. Conclusion Incorporating personality assessments into organisational strategies offers a powerful advantage in achieving and sustaining operational excellence. By enhancing team dynamics, optimising recruitment, targeting training, resolving conflicts effectively, and improving customer relations, organisations can unlock new levels of efficiency and productivity. Moreover, personality assessments play a crucial role in strategic change management and fostering innovation, further solidifying their contribution to business efficiency. When utilised thoughtfully, personality assessments become a catalyst for creating a more effective and successful workplace, driving operational excellence and achieving unparalleled levels of business efficiency. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

The World Economic Forum held its annual meeting on January 16 – 20, 2023 at Davos, Switzerland to address the state of the world and discuss the priorities for the incoming year. Davos 2023 Key Takeaways The World Economic Forum held its annual meeting on January 16 – 20, 2023 at Davos, Switzerland. The World Economic Forum held its annual meeting on January 16 – 20, 2023 at Davos, Switzerland to address the state of the world and discuss the priorities for the incoming year. It offered a forum for engaging in fruitful, forward-thinking discussions and supported the development of solutions through public-private collaboration. Businesses and governments have a strategy to ‘build better’ The World Economic Forum will host a new alliance led by Swiss President Alain Berset along with 31 government ministers as well as civil society organizations and private companies. The Davos Baukultur Alliance aims to hasten the development of flourishing, sustainable communities. During the public session on Cities Rebuild, the Executive Director of the United Nations Human Settlements Programme (UN-Habitat), Maimunah Mohd Sharif collaborated with business leaders in the commitment to apply the Baukultur principles which sees the entire designed living environment as a coherent whole. The Chair and CEO of Avison Young, Mark Rose, emphasized the importance of placing social value at the heart of efforts towards urban transformation . Climate action in cities must be based on nature and circularity The Mayors of Freetown, Sierra Leone (Yvonne Aki-Sawyerr), Monterrey, Mexico (Luis Donaldo Colosio), and the Lord Mayor of Melbourne (Lord Sally Capp) urged for increased funding and emphasizing nature-based solutions in fighting climate change . Leaders from the public and private sectors exchanged best practices to ensure that cities remain robust socially and environmentally in the future during the public session on Evolution of Urban Life . The World Economic Forum launched Giving to Amplify Earth Action (GAEA) – a worldwide initiative to support and expand new and ongoing public, private, and philanthropic partnerships (PPPPs). This will assist in releasing the $3 trillion in funding required annually to achieve Net Zero, stop the destruction of the environment, and restore biodiversity by 2050. The possibilities of urban life are being redefined by entrepreneurs and innovators The Global CEO of Deloitte, Joe Ucuzoglu and the Chief Impact Officer of Salesforce, Suzanne DiBianca, collaborated in their commitment to launch the World Economic Forum’s place-based UpLink innovation challenge addressing sustainable cities, the first of its kind. In order to foster creative solutions tackling environmental and social entrepreneurship, this new initiative will be tested in San Francisco and will bring together businesses, investors, and other local stakeholders. As part of the public session, Bold New Cities Take the Stage , NEOM in Saudi Arabia and Capital City of Nusantara in Indonesia came together as new greenfield cities at Davos 2023. This session aimed to reinforce collaborative learning and to bridge innovation hubs across new and traditional cities worldwide. Good governance is essential while technology accelerates urban transformation The Chairman of Arup Group, Alan Belfield highlighted that better data is needed to advance the decarbonization of buildings and cities . Meanwhile, the CEO of AVEVA Group, Peter Herweck stressed that the improvement of city services and enhance the quality of life for residents, developing nations are now harnessing smart city technologies . The State of the Connected World 2023 report was published by the Council on the Connected World of the World Economic Forum. This demonstrates the need of corporations and governments working together to address important issues linked to connected technology, ethics, security, and accessibility. A new standardized tool for smart cities was introduced by the G20 Global Smart Cities Alliance to promote the application of ethical and responsible smart city technology applying the best practices around the world. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

A Business Carbon Reduction Strategy is a proactive plan aimed at minimising emissions and promoting sustainability for a greener future. Mastering Sustainability: An Example Business Carbon Reduction Strategy A Business Carbon Reduction Strategy is a proactive plan aimed at minimising emissions and promoting sustainability for a greener future. Business Carbon Reduction Strategy As the global community faces the pressing challenge of climate change, businesses are increasingly recognising the importance of adopting sustainable practices and reducing their carbon footprint. In alignment with our commitment to environmental responsibility, this comprehensive Business Carbon Reduction Strategy outlines our goals, objectives, and action plans to significantly reduce our carbon emissions and contribute to a more sustainable future. Goal 1: Reduction of Carbon Emissions Objective: To significantly reduce the carbon emissions of our business operations. Actions Energy Efficiency: Implement energy-efficient technologies and practices in our facilities, such as LED lighting, smart thermostats, and improved insulation. Regularly monitor and optimise energy usage. Renewable Energy: Transition to renewable energy sources, such as solar or wind power, for a significant portion of our energy needs. Install solar panels on our facilities and explore power purchase agreements for renewable energy. Transportation : Encourage employees to carpool, use public transportation, or switch to electric or hybrid vehicles for their commute. Offer incentives, such as subsidies, for sustainable commuting options. Supply Chain Optimisation: Collaborate with suppliers to reduce emissions along the supply chain. Select suppliers with sustainable practices and optimise transportation routes to reduce carbon emissions. Targets Achieve a 25% reduction in carbon emissions from our operations by 2025 compared to our baseline year (20XX). Source at least 50% of our energy from renewable sources by 2030. Reduce the carbon footprint of employee commuting by 15% within the next five years compared to our baseline year (20XX). Goal 2: Sustainable Practices Objective: Incorporate sustainable practices into daily operations and business culture. Actions Waste Reduction: Implement a comprehensive recycling program and reduce waste generation by using eco-friendly materials and reducing single-use plastics. Regularly audit waste generation and track progress. Water Efficiency: Implement water-saving technologies and practices in our facilities to reduce water consumption. Install low-flow fixtures and monitor water usage regularly. Green Procurement: Prioritise the purchase of eco-friendly products and services and support suppliers with sustainable practices. Establish criteria for sustainable procurement and evaluate suppliers against these criteria. Targets Achieve zero-waste status in our operations by 2030 by diverting 90% of waste from landfills and incineration. Reduce water consumption by 20% within the next five years compared to our baseline year (20XX). Ensure that 80% of our suppliers adhere to sustainable and responsible practices by 2027. Goal 3: Employee Engagement Objective: Engage and educate employees to be active participants in our carbon reduction efforts. Actions Education and Training: Provide regular training and workshops on environmental sustainability and carbon reduction. Empower employees with the knowledge and skills to contribute to our sustainability goals. Employee Incentives: Establish rewards and recognition programs for employees who contribute to carbon reduction initiatives. Recognise and celebrate individual and team achievements. Suggestion Box: Create a platform for employees to suggest and implement carbon reduction ideas. Encourage a culture of innovation and involvement in sustainability efforts. Targets Achieve a 90% employee participation rate in carbon reduction initiatives by 2024. Reduce the carbon footprint of employee commuting by 15% within the next five years compared to our baseline year (20XX). Ensure that 100% of employees are aware of and actively engaged in our carbon reduction efforts by 2026. Goal 4: Reporting and Transparency Objective: Maintain transparency by regularly reporting our carbon reduction progress to stakeholders. Actions Carbon Accounting: Implement a robust carbon accounting system to track and report our emissions accurately. Regularly audit and verify carbon data. Sustainability Reports: Publish annual sustainability reports that detail our carbon reduction progress, goals, and achievements. Share these reports with employees, customers, investors, and the general public. Stakeholder Engagement: Engage with key stakeholders, such as customers, investors, and the local community, to gather input, feedback, and ideas for continuous improvement. Seek partnerships and collaborations to enhance our sustainability initiatives. Targets Publish our first comprehensive sustainability report by the end of the next fiscal year. Achieve third-party certification or recognition for our sustainability efforts by 2027. Regularly engage with key stakeholders to demonstrate our commitment to carbon reduction and gather valuable insights to further enhance our strategies. Conclusion By diligently implementing these actions and achieving the specified targets, our business aims to contribute to a sustainable future, reduce our environmental impact, and play a pivotal role in the global effort to combat climate change. We understand the urgency of addressing climate change and are committed to taking meaningful steps to reduce our carbon footprint, engage our employees, and maintain transparency in our sustainability efforts. This Business Carbon Reduction Strategy is a living document that will evolve as we strive to meet and exceed our goals in the ongoing pursuit of a more sustainable and environmentally responsible future. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn 7 ways to Improve business strategy execution to stay ahead of the competition, remain relevant and develop a leading competitive advantage. 7 Ways to Improve Business Strategy Execution The long-term success of every business depends on the successful execution of its strategy. Yet, up to 90% of business executions fail. Published on: 13 Oct 2022 Business strategy execution is a planned process that ensures employees follow and successfully execute business strategies to achieve the goals you have set. The long-term success of every business depends on improving the business execution of its strategy. Yet, up to 90% of business executions fail . Here are seven ways to improve business execution: 1. Focus on wellbeing and happiness Happy workers are more likely to be more productive. It may sound obvious, but companies risk achieving successful outcomes by underplaying the importance of wellbeing. Research shows the positive impact of employee happiness: an Oxford University study found that happier workers are more enjoyable to work with and more productive. The study found that employees who claimed to be satisfied also made 13% more business calls than those who did not. Even though this correlation may seem casual, it raises an important question about how businesses can encourage a happier and more productive work environment for effective business strategy execution. Here are some useful tips to boost employee happiness: Develop a culture of accountability Every employee should take ownership of their tasks and never blame others for their failures. Happy employees take responsibility for, and are proud of, their work. This can improve productivity and business strategy execution for employers. Help your staff to achieve more Not surprisingly, employees who think they’ll be doing the same job forever may get discouraged. A lack of upward mobility can disenchant people who only go through the motions in the workplace. While they may meet the minimum standards expected of them, they may also have low job satisfaction, resulting in higher staff turnover. How to focus on wellbeing and happiness Provide employees with a customised professional development plan from the day they join Hold regular performance reviews to discuss their progress and any issues they may have Ask for their input on what they want to accomplish. They may follow a different path than peers in their department, so be open to possibilities Constantly improve and personalise you company’s professional development activities 2. Nurture your stakeholders: planet, family and society As a leader, developing a solid relationship with your stakeholders is essential. As well as employees and shareholders, stakeholders can include employees’ families, society and local communities where you operate, as well as the planet. Your stakeholders have the power to influence and support significant decisions and activities in your business. As a leader, you should be creating a work environment where employees can build positive relationships with their families, society and the planet. How to nurture your Stakeholders Set rules that foster gender equality, a platform for team ideas, group conversations, creativity, transparency, and clear communication Establish sustainable projects rather than over-exploiting natural resources and further adding to the dangerous effects. After all, a world of good health is everyone’s responsibility 3. Increase leaders’ awareness Managers and other supervisors are often the most significant people who influence an employee’s happiness at work. A good leader has a high degree of self-awareness in terms of how they display their emotions, their professional conduct in the workplace and their empathy. Strong leadership can be enhanced by cultivating self-awareness. A leader’s self-awareness is essential for the following reasons: Making better decisions Self-awareness is essential to managing one’s behaviour and relationships. Leaders can better compensate for their natural tendencies and abilities by developing self-knowledge. Improving a company’s finances Self-aware leaders may be the key to a company’s success. A company’s financial standing can also improve as a result of greater success. Understanding what to bring to their role An organisation’s leaders can better fulfil their responsibilities when they understand their strengths, both in terms of industry knowledge and their personal characteristics. Setting realistic expectations Leading effectively means inspiring teams of colleagues to meet goals and work toward growth. Leaders with self-awareness know how to balance what they want their team to accomplish with their creative vision. It is equally important to create awareness within your team. Self-aware teams make better decisions and interact better. They can also handle tensions and conflicts more effectively. Playing by the same rules levels the playing field for everyone. In contrast, team members who have high self-awareness are more likely to suffer if others lack it. How to increase leaders awareness Make sure your whole team experiences transformation together with self-awareness Engage your team in self-awareness rituals every day – from having a stretch to visualising how to overcome obstacles Give continuous feedback – don’t leave everything to annual reviews Offer feedback whenever appropriate – it fuels continuous improvement 4. Improve communications Having a vision without communicating it is pointless. Communication is a vital element of the famed execution framework for high-growth companies, the Rockefeller Habits . With good communication, everyone in your organisation should be able to talk knowledgeably without hesitation about your vision. When a leader fails to communicate their intentions effectively, communication can quickly break down in the team or organisation. As a result, members lose sight of the big picture and operate in silos. Effective workplace communication promotes employee morale, engagement, productivity and satisfaction. Good communication with staff can be the difference between profit and loss. Think before you speak Improve your communication skills by considering these five questions every time you communicate: Who is the audience? What is your objective or goal? How would you like the recipient to respond to the communication? How can you achieve your goal most effectively? If you find it difficult to answer these five questions, consider how and why you are communicating. Don’t rush it Plan what you want to say and review your communication thoroughly in advance to ensure it works and makes sense. Particularly for written communication: revise, revise, revise. Don’t forget that excellent communication is rarely effortless. Don’t make it difficult Most workplace communications have a broader purpose. It’s a busy world. Don’t make it too hard for your team to understand what you are saying. Your audience should know where you’re going from the beginning of a presentation or written communication. Fill in the details next. 5. Increase transparency Truth always wins over artificial harmony. With each iteration, your team can transfer lessons learned and achieve increasingly greater success rates if they focus on what’s right rather than who’s right. Team tensions are usually caused by miscommunication. The inability to discuss conflict openly – conflict hinders rather than facilitates growth. Team members can interact more effectively when they know each other better. You can create greater transparency at work in these ways: Deconstruct silos Promote workplace transparency by breaking down silos and fostering open communication. Information and knowledge should be available across all organisational streams to achieve clarity. You can create a transparent working environment by prioritising an open-door strategy and using tools, such as town hall meetings and open-floor plans. As a result, hierarchies, bureaucracy and a political working environment are avoided. Share mistakes and learnings Build transparency by sharing your mistakes, learnings and victories. It’s much easier to share wins, but the most valuable lessons are learned when you admit when things didn’t go as planned, that they fell short or when you made a mistake that impacted the business. Your employees will be reminded that you are human and that there is always room for improvement. To achieve great success, any leader must undergo many failed experiments. Show and tell your results Discuss both your plans and the results – whether or not they were successful. Leaders who speak honestly about the results of the company’s efforts gain the trust and respect of their employees. Team members’ confidence in their leadership team can be better maintained when managers keep them informed throughout each project phase. During times of change, such as periods of growth or struggle, showing and telling your results is especially important. Establish effective communication channels Transparency at work relies on good communication channels. Employees in the organisation should know where to go for information when they need it. Management technologies make communication more seamless, especially across departments, so all messages, announcements and news can be shared easily. Schedule regular team and townhall meetings to keep your communication channels open and effective. 6. Develop a growth mindset There are usually two different types of leaders and managers: the one who believes in fixed abilities and promotes a fixed mindset, who thinks “those who don’t perform well can never get better”. The other one believes in growing those abilities and promotes a growth mindset , where “people can improve their abilities through coaching”. How does a growth mindset affect employees? Learning and growth are highly valued in growth mindset organisations, as they lead to a greater sense of empowerment and ownership among employees. They are more dedicated to their companies and willing to go the extra mile. Through challenges, hard work and perseverance, they become more successful learners and better contributors to their organisations. Stanford University psychologist Carol Dweck found that growth mindset companies attract employees where: 47% believe their colleagues are trustworthy 34% feel strongly committed to the company and own it 65% believe the company encourages risk-taking 49% say the company fosters innovation The main characteristics of a growth mindset workplace People can thrive in an environment that encourages growth mindsets if they: Prioritise hard work, determination, and perseverance over talent Enhance employee skills by providing training Develop critical thinking skills to navigate challenges Try new ideas by experimenting Embrace failure as a learning opportunity Own up to mistakes and take responsibility Embrace diversity and speak up Encourage learning through feedback If you apply the right strategies, work hard and ask for help when you need it, you can succeed in a growth mindset environment. The effort is what builds skills and turns those skills into accomplishments. 7. Improve time management and focus Good time management enables businesses to deliver their products and services on time consistently. Solving problems without affecting day-to-day operations also shows good time management. A planned, structured schedule offers extra time for problem-solving or unforeseen circumstances for businesses that depend on constant output to increase return on investment. As well as good time management, setting business priorities (such as attainable goals and tasks) can help your company achieve its objectives. Focus on the right things to perform a specific task. This can include time, money, business practices or obtaining outside assistance. By setting business goals, you can also identify and implement business practices that need improvement. Conclusion In today’s world of extreme change, transformation and disruption, a leader’s ability to translate strategy into action is paramount. Business leaders who execute strategies effectively differentiate themselves from underperformers. If a company fails to execute its strategy, it may be doomed to failure. When leaders execute strategy well, their companies outperform their competitors, bring new products to market faster and delight their customers. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn how to deal with difficult customers with our easy step-by-step guide to conflict resolution to will help you meet customer expectations every time. How to Deal With Difficult Customers Learn how to deal with difficult customers with our easy step-by-step guide to conflict resolution to will help you meet customer expectations every time. Published on: 20 May 2021 When was the last time you dealt with a difficult customer? We all know the signs. Short responses, exasperated tone, long pauses and sighs. Difficult customers are an unavoidable part of doing business. Yet even for the most experienced of customer service managers and advisors, difficult customers can be… well — difficult. Businesses are struggling because they’re not meeting customer expectations, whatever those might be. In fact, 54% of customers have higher expectations for customer service now than a year ago. It’s no easy feat, but businesses need to rise to the challenge of customers they deem difficult. We’re of the ever-optimistic opinion that we should all be treating these customers as an opportunity. An opportunity to enhance our customer service phone skills and communication skills, as well as to prove that your business really is the best option for any customer because of your outstanding customer service levels. That’s why in this article we’ll be looking at: Why conflict resolution is a vital customer service skill The service recovery paradox Examples of difficult customers How to deal with difficult customers Why conflict resolution is a vital customer service skill What a world we’d live in if every customer was an absolute dream. In reality though, difficult customers are a part of the job. More than that, 99% of the time, there’s a reason they’re being “difficult”. You just need to get to the bottom of it. These customers are in the minority. In fact 72% of the nation wish they were better at complaining and avoid doing so. So listening to these difficult customers and identifying the underlying issues will help all your customers. You can achieve better resolutions with difficult customers with conflict resolution skills. It’s a vital customer service skill to have because these conflicts are inevitable. No matter how perfect your customer experience, you are bound to have those customers where you failed to meet their expectations due to error or an oversight. You can’t just hang up on these customers or pull down the shutter. At least, we certainly wouldn’t recommend you do that if you want your business to last long! You need to know how to deal with difficult customers to run a functional business. Not only this, but there’s evidence that customers may be more loyal to a business after conflict resolution. This is known as the service recovery paradox. The service recovery paradox It’s a bizarre fact, but customers can be more loyal to your business after experiencing a service failure than they would have been had it never happened. When things go wrong, customer loyalty and retention obviously takes a hit. However, if companies exceed customer expectations in resolving these conflicts, then customers may actually end up being more loyal to the company than they would have been had the customer experience gone smoothly in the first place. This rather paradoxical idea has been proven time and time again to be true, and it’s why service recovery and conflict resolution are so important to businesses. That’s why we say you need to see these customers as an opportunity. An opportunity for your customer service advisors to turn an unhappy customer who may have a negative impact on your business into a loyal, lifelong customer who feels valued thanks to their great customer service skills . That all starts here, by knowing the common types of difficult customers and how to deal with them. Examples of difficult customers (and how to deal with them) Though there’s the occasional outlier, for the most part, difficult customers can be neatly categorised into the following types. We’ll walk you through how to deal with all of them. The impatient customer The impatient customer can be a real challenge. Mostly because their impatience can come across as rude or unnecessary. In reality, chances are this customer is impatient for a reason. This reason could be that they’re running late for something. It could also be that they’ve been left on hold for too long and it’s made them feel exasperated. This is to say, it may or may not be your company’s fault that your customer is impatient. Either way, they are and there’s almost always a plausible, reasonable explanation for their impatience. We’re focusing on reasoning out their impatience because this is the first vital step in knowing how to deal with a difficult customer like this. It makes them human. After all, who wouldn’t be feeling a little impatient from those examples above? From here, how to handle an impatient customer is simple. Acknowledge their feelings and express your understanding. Then be clear, concise and attempt to resolve the issue as efficiently as possible. Being helpful is the most useful tool in your box here, alongside being transparent about any reasons for further delays. Let them know you value their time as much as they do and that you’re invested in resolving the conflict. The indecisive customer The indecisive customer, although often well-intentioned, can be another difficult customer you may not know how to deal with. This customer struggles to pick from several different options, whether that’s products or services. To further complicate things, they may not communicate this to you, they may just dwindle around between options trying to avoid a decision. Failure to understand the indecisive customer can result in customer service advisors being too pushy towards a product the customer doesn’t want and may not like, ultimately resulting in a poor customer service experience. It can also result in an indecisive customer turning into a frustrated customer. Knowing how to deal with indecisive customers all comes down to know the right questions to ask. Their indecision is based on a lack of knowledge about your products or your brand. They may not want to ask further questions, but they may also not even know what questions to ask to help resolve their conflict. Customer service advisors here need to break out the questioning techniques to get to the root of the concerns, as well as actively listen to answers. From here, they can supply customers with the resources and information they need to come to a decision themselves. The angry customer Some customers are flying off the handle by the time you speak to them. We can’t express enough how rare it is for a customer to be doing this without having experienced some seriously bad customer service beforehand. So chances are, while it’s not you at fault, the company is intrinsically linked to the reason they’re so angry. Dealing with angry customers can be difficult because it can feel like nothing you do is resolving the conflict. In fact, some of the time it can feel like everything just seems to be making the situation worse. So here’s how to deal with an upset customer — first and foremost, listen. Active listening will help you increase your empathy, focus on the customer’s needs, reduce miscommunication and ultimately, come up with better resolutions for the customer. As part of this listening, sometimes customers just need to vent. So let them. Once they’ve gotten it off their chest they’re far more likely to be able to move on to figuring out how to resolve their problem with your business. You should also be empathetic. Try and put yourself in your customer’s shoes. Verbalise this understanding to your customer to reassure them you understand their frustration and you’re dedicated to resolving their problem. Then ask them how they’d like to see the issue resolved and figure out whether you can meet that expectation. This will involve taking ownership of the problem and dealing with it as appropriate. This may include chasing up other departments, speaking to managers for authorisation and organising callbacks to update on progress. You should do everything you can if you want a hope of winning this customer back through service recovery. The demanding customer The demanding customer is difficult because of how much time and energy they take up. It’s not necessarily an issue if you had all the time in the world to deal with just that customer, but that’s rarely the case. The reality is, the demanding customer takes up time at the expense of other customers. They may also refuse to listen to advice, even if you’re certain it’s the best advice. For example, if you’re recommending a product you know is the best fit for their needs but they want another. Knowing how to deal with a demanding customer involves patience, and plenty of it! Listen to their concerns and address them with clarity and transparency. All you can do is give your best advice, as well as give them the resources they need to make the decision themselves. The entitled customer Similar to the demanding customer, the entitled customer can be a headache inducing experience. So much so that there are entire forums dedicated to those who have to deal with them! Entitled customers want special treatment. They often have a bad attitude and unrealistic customer experience expectations. They think their behaviour is justifiable because they’re more valuable to you than you are to them. It’s not untrue, but it doesn’t make dealing with entitled customers any easier. It can be tough trying to please entitled customers, but it’s all part of knowing how to deal with difficult customers generally and nothing experienced customer advisors can’t handle. Often you can’t realistically do everything they want, so don’t. Do the next best thing, which is make them feel special. Let them know they’re your top priority, use their name wherever possible, thank them for being a customer and so on. This can go a long way in easing more reasonable behaviour from these customers. The penny-pinching customer Some people were born to haggle and can’t get enough of it. While it’s welcome down on the markets, the reality is in most modern businesses customer service advisors and salespeople don’t have much or any wiggle room when it comes to price. By this we mean, they have little or no autonomy to change the price so haggling with them is a bit futile. Yet still, some customers don’t seem to believe this is the case. The penny-pinching customer wants to haggle on price or get a freebie. Chances are, whatever you offer, they’ll always push for more. How to deal with frugal customers is simple — take money out the equation. Instead of talking price, talk about the benefits of your product or service and the feelings associated with it. You solve a problem, so focus on that instead of the price. The customer that demands a refund Often refunds are totally justified. That’s why refund policies are clearly laid out by companies, and most companies have very reasonable policies that customers can stick to and be happy with. But every now and then, you’ll get a customer who demands a refund who isn’t within the refund window. This can range from fairly reasonable to rather unreasonable. Dealing with customers who want a refund can be tricky because advisors often have to stick to the refund policy. However, for more reasonable circumstances, it’s well worth escalating the issue to get authorisation to give at least a partial refund or credit. The customer who gets some kind of refund will be much happier and much more likely to shop with you in the future than the customer who doesn’t. How to deal with difficult customers: 10 simple tips As you can see from the above examples, knowing how to deal with difficult customers, regardless of the different types of customers, often requires the same key customer service skills and strategies. In summary, follow these 10 simple tips on how to deal with difficult customers for the best results: Don’t take it personally Be empathetic Listen Take ownership Know when to escalate Keep calm Verbalise your understanding Use and share resources Be transparent Remember, they’re only human! Dealing with difficult customers: an opportunity As you can see, there are many key customer service skills you’ll need to know how to deal with difficult customers. While there are challenges with particular types of customers, a company’s ability to excel when it comes to conflict resolution can be a game changer for the customer experience. So ensure your customer service advisors feel empowered and able to deal with difficult customers and aim for outstanding conflict resolutions every time for the best results for your company. We can help with this with our unique telephone service skills training course. Our bespoke training helps empower your staff to deliver the best customer service, regardless of the situation. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Our Business Transformation unlocks business growth with a high-performance agile operating model. Align strategy, streamline workflows, and optimise value streams for efficiency, agility, and growth. The High-Performance Agile Operating Model to Scale Your Business Do More with Your Business with a Transformed Operating Model An agile operating model isn’t just about efficiency—it’s about unlocking potential. A well-designed model removes friction, giving teams clarity, confidence, and structure to perform at their best. When work flows effortlessly, people think strategically and innovate. Clear decision-making drives ownership, and strong systems shift the focus from firefighting to value creation. A great operating model strengthens resilience, sharpens execution, and drives meaningful progress. Work should be more than tasks—it should be growth, mastery, and achievement. A great agile operating model shifts the focus from reacting to leading, from effort to impact. It fuels ambition and balance, creating a culture where people thrive, work with purpose, and build something bigger than themselves. Benefits of Our High-Performance Agile Operating Models Stronger Margins Through Efficiency Engaged teams work smarter, reducing waste and delays. Clear, autonomous workflows boost productivity, increasing profit margins. Faster Innovation & Problem-Solving Freedom from bureaucracy fuels creativity. Empowered employees challenge inefficiencies and drive continuous improvement. Greater Resilience & Adaptability Connected teams navigate change with confidence. A strong culture fosters agility in uncertain times. Enhanced Customer Experience Motivated employees deliver better service. A purpose-driven workforce strengthens client relationships and loyalty. Sustainable Growth Trust-based systems create lasting success. People-led businesses scale without relying on constant oversight. By using smart operations as the backbone of our high-performance agile operating models, we ensure your business stays agile, efficient, and future-ready. Value Streams: The Foundation of Business Transformation — Margins, Delivery, and People-Driven Change Value streams form the foundation of business transformation by driving targeted, measurable improvements that align directly with strategic goals. By focusing on end-to-end value creation, businesses can refine processes, optimise resources, and integrate best practices into daily workflows. High-Performance Workflows enable business transformation by aligning execution, project delivery, and change management—maximising margins, ensuring service excellence, and engaging people at every level. Through a value-driven approach, we prioritise the most impactful initiatives to enhance operations, strengthen your brand, and build a more resilient, high-performing business. 1 Project Management Delivering Value Efficiently Project management aligns strategy with execution, ensuring efficiency and profitability. Program and portfolio management optimise resources, while product management drives innovation. By streamlining workflows and eliminating inefficiencies, businesses accelerate time-to-market, boost margins, and create sustainable value that keeps customers engaged. 2 Business Management Strategy in Action Strong business management turns vision into results. Operations streamline service delivery, marketing attracts customers, and sales converts leads. Strategy ensures alignment, driving profitability and growth. By refining processes and decision-making, businesses improve agility, strengthen market positioning, and build long-term resilience. 3 Change Management Embracing Growth Adaptability drives success. Continuous improvement drives innovation, while governance ensures smart decisions. Strategic execution aligns teams, and value stream optimisation eliminates inefficiencies. Mastering change reduces waste, increases agility, and enhances workforce engagement. Change is an opportunity to achieve higher margins, sustained growth, and market leadership. Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover comprehensive strategies for managing subcontractors in construction projects. Learn key differences between subcontractors and trades, and explore essential tips and best practices for effective subcontractor management, including communication, quality control, and contract management. Managing Subcontractors in Construction Managing subcontractors effectively is a cornerstone of successful construction project management. These specialised professionals often handle critical components of a project, and their work directly impacts the overall success of the endeavour. Whether you’re an experienced project manager or new to the industry, understanding the intricacies of subcontractor management can greatly enhance your project’s efficiency, quality, and timeliness. This comprehensive guide will delve into the nuances of managing subcontractors, including practical tips, strategic approaches, and the fundamental differences between subcontractors and trades. Understanding Subcontractors vs. Trades Before diving into management strategies, it’s essential to differentiate between subcontractors and trades: Subcontractor: A subcontractor is a professional or company hired by the main contractor (or general contractor) to perform specific tasks that are outside the core competencies of the main contractor. Subcontractors bring expertise in specialised areas such as electrical work, plumbing, or plastering. They operate under the general contractor’s oversight and are responsible for completing their designated tasks according to the project's specifications and deadlines. Trade: The term “trade” refers to a specific skill set or craft within the construction industry. Examples include carpentry, masonry, and roofing. Tradespeople are those who possess these specialised skills and are often subcontracted to perform work within their area of expertise. In essence, a trade is the area of skill, while a subcontractor is the individual or company hired to carry out the work associated with that trade. Essential Tips for Managing Subcontractors Define Roles and Responsibilities Clearly One of the most crucial steps in subcontractor management is ensuring that roles and responsibilities are clearly defined from the outset. This should be done through detailed contracts that outline the scope of work, deadlines, quality standards, and any other relevant requirements. Clear documentation helps prevent misunderstandings and provides a solid reference in case of disputes. Involve Subcontractors Early in the Planning Process: Engage subcontractors during the initial estimating and scheduling phases to gather their input on timelines, resource needs, and potential challenges. This collaboration ensures more accurate estimates, realistic schedules, and helps identify any issues that could impact the project's timeline or budget early on, allowing for proactive adjustments. Leverage Estimating Tools for Transparent Cost Tracking : Use estimating tools to share detailed cost breakdowns with subcontractors, ensuring they understand the financial expectations and scope of work. By providing access to these estimates, you promote transparency, encourage accurate bidding, and reduce the likelihood of cost disputes during the project. Establish Effective Communication Channels Open and regular communication is vital for successful subcontractor management. Set up a communication plan that includes regular meetings, updates, and progress reports. Utilise project management tools and software to facilitate information sharing and keep everyone informed about project developments. Effective communication helps address issues promptly and keeps the project on track. Set Realistic Deadlines and Milestones Collaborate with subcontractors to establish realistic deadlines and milestones. Avoid setting overly tight deadlines that could lead to rushed work and potential errors. Instead, break the project down into manageable phases with achievable milestones to track progress and ensure timely completion of each stage. Monitor Quality and Compliance Rigorously Regularly inspect the work performed by subcontractors to ensure it meets the required quality standards and complies with safety regulations and building codes. Implement a robust quality control process to identify and address any issues before they impact the overall project. Consistent monitoring helps maintain high standards and reduces the risk of rework or delays. Foster a Collaborative Working Relationship Building a positive and collaborative relationship with subcontractors can lead to better cooperation and project outcomes. Treat subcontractors with respect and value their expertise. Encourage an open dialogue where subcontractors feel comfortable sharing feedback and suggestions. A collaborative approach can lead to improved problem-solving and innovation. Manage Contracts and Payments Efficiently Clearly outline payment terms in the contract and adhere to them. Timely payments are crucial for maintaining good relations with subcontractors and ensuring their continued commitment to the project. Keep detailed records of contracts, invoices, and any changes to the scope of work. Efficient management of contracts and payments helps prevent disputes and maintains smooth project progress. Address Issues and Conflicts Proactively Address potential issues and conflicts before they escalate. If a subcontractor is experiencing difficulties or falling behind schedule, discuss the situation openly and work together to find solutions. Prompt resolution of issues helps keep the project on track and maintains a positive working environment. Document Everything Thoroughly Comprehensive documentation is essential for effective subcontractor management. Maintain detailed records of all communications, agreements, changes, and inspections. This documentation serves as a reference in case of disputes and helps track progress and performance throughout the project. Implement Rigorous Safety Protocols Safety is a top priority in construction projects. Ensure that subcontractors are aware of and adhere to all safety protocols and guidelines. Provide necessary training and resources to help them comply with safety standards. Regular safety audits and inspections help mitigate risks and ensure a safe working environment for everyone involved. Build and Maintain a Reliable Network Developing a network of trusted and reliable subcontractors can enhance your ability to manage future projects successfully. Work with subcontractors who consistently deliver high-quality work and demonstrate professionalism. Building long-term relationships with dependable subcontractors can lead to smoother project execution and better outcomes. Best Practices for Effective Subcontractor Management Pre-Qualify Subcontractors Before hiring subcontractors, conduct thorough pre-qualification assessments to ensure they have the necessary skills, experience, and financial stability. Check references and review their past performance on similar projects. Pre-qualification helps minimise the risk of working with subcontractors who may not meet your standards. Establish Clear Reporting Procedures Develop clear reporting procedures for subcontractors to follow. This includes reporting progress, issues, and changes in a timely manner. Establishing a standard reporting format helps ensure consistency and facilitates better tracking of project progress. Provide Clear Instructions and Specifications Ensure that subcontractors receive clear and detailed instructions, drawings, and specifications related to their work. Ambiguity can lead to errors and rework. Providing comprehensive documentation helps subcontractors understand exactly what is required and reduces the likelihood of misunderstandings. Encourage Continuous Improvement Promote a culture of continuous improvement by encouraging subcontractors to provide feedback and suggest ways to enhance processes and efficiencies. Regularly review and assess performance, and implement any improvements that can benefit future projects. Stay Flexible and Adaptable Construction projects are dynamic and can encounter unexpected changes or challenges. Be prepared to adapt to changes in scope, schedules, or other variables. Flexibility and adaptability are key to managing subcontractors effectively and ensuring the project remains on track. Conclusion Effective management of subcontractors is essential for the successful execution of construction projects. By defining roles clearly, maintaining open communication, setting realistic deadlines, and rigorously monitoring quality, you can ensure that your project progresses smoothly and meets its objectives. Building positive relationships with subcontractors, managing contracts and payments efficiently, and addressing issues proactively all contribute to a successful project outcome. With these insights and best practices, you’ll be well-equipped to handle the complexities of subcontractor management and achieve exceptional results in your construction projects. Related Articles Top Construction Estimating and Planning Tools: Streamlining Project Success Project Estimating and Scheduling Construction Project Management Managing Subcontractors in Construction 15 Key Features of Construction Estimating Software What is Estimating Software? A Deep Dive into its Evolution, Functionality, and Impact 50 Construction Estimating, Scheduling and Management Tools

Learn how to create an effective company sustainability programme with this comprehensive guide. From setting the foundation and building the framework to implementing operational changes and engaging with the community, this post covers all the essential steps to drive sustainability in your organisation. How to Create a Company Sustainability Programme Discover how to establish a robust sustainability programme for your company, ensuring environmental responsibility, economic efficiency, and social equity for long-term success. Published on: 8 Aug 2024 In today’s world, sustainability is not just a buzzword; it's a vital practice that companies must adopt to thrive. A robust sustainability programme can enhance a company’s reputation, improve operational efficiency, and ensure long-term viability. But how do you create a sustainability programme that is both effective and genuine? Here's a comprehensive guide to help you get started. 1. Understanding Sustainability What is Sustainability? Sustainability involves meeting our own needs without compromising the ability of future generations to meet theirs. In a corporate context, this means operating in a way that is environmentally responsible, socially equitable, and economically viable. Why is Sustainability Important? Environmental Responsibility : Reducing the environmental impact helps protect the planet. Economic Efficiency : Sustainable practices often lead to cost savings through energy efficiency, waste reduction, and improved resource management. Social Equity : Fair labour practices and community engagement foster goodwill and long-term relationships. 2. Setting the Foundation Assess Your Current Position Before you can implement a sustainability programme, you need to understand where your company currently stands. Conduct a sustainability audit to identify: Energy consumption Waste generation Water usage Carbon footprint Supply chain sustainability Define Your Goals Set clear, measurable goals that align with your company’s values and mission. Goals could include: Reducing greenhouse gas emissions by a certain percentage Achieving zero waste to landfill Sourcing 100% renewable energy Enhancing community engagement 3. Building the Framework Form a Sustainability Committee Create a dedicated team responsible for driving the sustainability agenda. This team should include representatives from various departments to ensure a holistic approach. Develop a Sustainability Policy Draft a policy that outlines your company’s commitment to sustainability. This policy should: State your sustainability goals and objectives Detail the strategies to achieve these goals Provide guidelines for employees and stakeholders Secure Leadership Support Ensure that the top management is on board with the sustainability initiatives. Their support is crucial for allocating resources and driving the programme company-wide. 4. Implementing the Programme Employee Engagement Involve employees at all levels. Educate them about sustainability and how they can contribute. This can be done through: Training sessions Workshops Regular communications and updates Operational Changes Implement changes in your operations to reduce environmental impact. This could involve: Upgrading to energy-efficient lighting and equipment Implementing recycling programmes Reducing water usage through conservation practices Encouraging remote work to reduce commuting emissions Sustainable Procurement Work with suppliers to ensure that the materials and products you use are sourced sustainably. This includes: Selecting suppliers who have their own sustainability programmes Prioritising products that are eco-friendly and have minimal packaging Engaging in fair trade practices Innovation and Technology Invest in technologies that promote sustainability. This could include: Renewable energy sources like solar or wind Energy management systems Advanced recycling and waste management technologies 5. Monitoring and Reporting Track Progress Regularly monitor your sustainability metrics to track progress against your goals. Use key performance indicators (KPIs) such as: Energy consumption Waste generation and recycling rates Water usage Emission levels Transparent Reporting Share your progress with stakeholders through regular sustainability reports. Transparency is key to building trust and demonstrating your commitment. Reports should include: Achievements and milestones Challenges faced Future plans and targets Continuous Improvement Sustainability is an ongoing journey. Continuously seek ways to improve by: Staying updated on new technologies and best practices Gathering feedback from employees and stakeholders Reviewing and updating your goals and strategies 6. Community and Industry Engagement Community Involvement Engage with the community to foster goodwill and support local sustainability initiatives. This could involve: Volunteering for local environmental projects Partnering with local organisations for sustainability events Supporting education and awareness programmes Industry Collaboration Collaborate with other companies and industry groups to share knowledge and promote sustainability. This can be done through: Joining sustainability-focused industry associations Participating in industry conferences and workshops Sharing best practices and innovations Conclusion Creating a company sustainability programme is a significant step towards a better future. It requires commitment, collaboration, and a willingness to innovate. By assessing your current position, setting clear goals, engaging employees, making operational changes, monitoring progress, and engaging with the community, your company can build a sustainability programme that not only benefits the environment but also drives business success. Remember, sustainability is a continuous journey, and every step taken makes a difference. Start today, and lead your company towards a sustainable future. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Learn how to develop leadership skills for the 21st century so you can help your employees and business become more productive and profitable. How to Develop Leadership Skills for the 21st Century Good leadership has always been a crucial factor in business success. However, today’s rapidly changing business climate and increasingly digitalised workplace create new challenges for leaders in the 21st century. Published on: 6 Oct 2022 As we seek to engage our team, boost business productivity and foster innovation we must re-consider the traditional leadership model. This article examines how leadership is changing, what kind of leadership model is needed for success in today’s climate and the vital leadership skills required for the 21st century. How is leadership changing in the 21st century? Traditional leadership has always favoured a ‘top down’ style of management. underpinned by hierarchy. Leaders make the decisions in the boardroom and employees simply perform the tasks assigned to them. This rigidity risks stifling innovation and creativity in the organisation and employees can feel like cogs in a machine. It isolates employees from one another based on hierarchy, hinders collaboration and engagement across the organisation, and can quickly result in a toxic company culture. We have witnessed unprecedented, fast-paced changes during the 21st century that have profoundly impacted the way we live and work. Technological advancements in areas such as AI, automation, remote tools and big data have and will continue to reshape the business landscape. Leaders of today must learn to navigate the Fourth Industrial Revolution and be ready to embrace the challenges ahead. A survey by Deloitte found that 80% of respondents felt that 21st-century leadership has unique and new requirements that are important or very important to their organisation’s success. Inclusion, diversity, culture and social responsibility were not important factors for business leaders to consider 50 years ago. However, shifts in values have placed more emphasis on enjoying our work and benefiting people and the planet above salary. Therefore, these values must be at the forefront of leadership in the 21st century. Hierarchical leadership has been scrutinised for some time but the Fourth Industrial Revolution and the Covid-19 pandemic have accelerated the need for a new style of leadership. In March 2020, many leaders had to quickly devise strategies to manage their teams remotely whilst encouraging engagement and collaboration from outside of the traditional workplace. What kind of leadership skills are needed for the 21st century? It is time to invert the traditional hierarchy pyramid and recognise that our employees are central to business success. Leaders should be creating people-centric organisation. Employees who are in direct contact with your customers and product have hugely valuable insight into what your organisation needs to do to improve. Employees should be at the top of the business, involved in making key decisions and management should be there to provide overarching support and guidance. What are the top skills needed for leadership success today? Create a shared vision for your organisation Ensure your corporate vision, values and goals are clearly defined and shared regularly with everyone in the organisation. Staff who understand how their contributions fit into the bigger picture are more likely to feel engaged with the organisation and workplace productivity will increase as a result. Hire the right people for the right roles It goes without saying that candidates need the skills required to complete their job. However, the importance of shared values and a positive outlook are often overlooked. Make sure your values and behaviours are clear during the recruitment process and evaluate how candidates exhibit these qualities. A diverse team, each with their own skills and positive energy, can combine to create the perfect organisation. Set realistic goals for your team It’s great to have ambitious goals to work towards but it is the leader’s responsibility to break these down into smaller, attainable goals. It is unfair to expect a team to perform the impossible and reprimand them when they fail. Confidence will begin to waver and no one will want to take on future challenges, knowing they might fail. Foster honest and open communication Communication is key to being a good leader. Everyone should be able to talk to you, ask questions, solve problems and clarify expectations regularly. It is time to do away with the arduous appraisal process and be there for your employees continuously. Hold regular feedback sessions as well as fostering an open-door policy. Talk to your team straight, tell them the good, the bad and the ugly. Complete honesty and transparency builds trust. Your team know that you will inform them of upcoming challenges and this will prevent toxic gossip and miscommunication. Recognise the importance of collaboration in the workplace Collaboration is key to innovation and engagement. Leaders must encourage collaboration and ensure everyone has the time and tools needed. The challenges of remote working during Covid-19 have changed traditional collaboration methods but now, more than ever, teams must come together to problem solve and innovate. Create a ‘talk and listen’ culture and provide plenty of opportunities for participation and team brainstorming. Listen to your employees and welcome feedback As important as it is to talk, it is even more important to listen. Your employees are on the front line, they speak or interact with your customers regularly. They see first-hand what does and doesn’t work. Listen to what they have to say and help to change processes that aren’t working well. Be an emotionally intelligent leader Emotionally Intelligent leaders understand their own and others emotions and show empathy and compassion. Address your employees’ needs, encourage wellbeing, eliminate stress and show understanding during difficult periods in their lives. Team members who feel supported and appreciated will be happier in the workplace and want to work even harder. Compassion increases loyalty, engagement, trust and workplace productivity. Empower your team Empower your staff by involving them in the decision making and giving them control over their own work. It shows trust and loyalty and, as a result, employees will feel they are a valuable asset to the team. They are much more likely to work hard when they feel their contributions have a positive impact. Track without micromanaging. Whilst it can be tempting to continually watch to ensure work is being done, find more positive ways to check in on the process. Micromanaging can demoralise employees and create mistrust. Build a positive company culture There are many benefits to having a positive company culture and leaders play a vital role in creating, evolving and managing culture. A positive company culture attracts better talent, increases employee retention, improves your reputation, creates happy and healthier staff and increases workplace productivity. There have been considerable shifts in attitudes towards work in recent years. Younger staff tend to value happiness at work and contributions to the planet and its people above salary. Show resilience to change and setbacks Resilient leaders are able to adapt well to change, see setbacks as temporary and motivate others through challenging periods. The Covid-19 pandemic has created a period of unprecedented uncertainty and profoundly changed the way businesses operate. Resilient leaders have maintained a positive attitude throughout, looking for ways to adapt and improve during these stressful and unpredictable times. Setbacks or missed goals must be seen as learning opportunities or temporary hurdles, rather than failures. Reward and celebrate success in the workplace We all seek approval and praise when we work hard. A thank you or a small token of appreciation goes a long way. A good leader should consistently recognise and reward employee achievements. Staff will be happier and feel valued for their contributions which in turn creates loyalty, improves engagement and boosts workplace productivity. Embrace diversity in the workplace Leaders should educate themselves about diversity and inclusion and should not see it as a mundane HR exercise. A successful organisation needs to be made up of people who bring different skills and experience to the team. Research has shown that both gender and ethnic diversity in the workplace has a direct correlation with improved profitability. Be flexible The coronavirus pandemic has taught us valuable lessons about the need to offer flexibility to our staff. Many employees previously struggled with flexibility for childcare, faced long commutes and were stuck within the confines of the 9-5 workday. Flexible working opportunities allow for a better work/life balance, decreases stress and prevent employee burnout. Continuously coach your staff to improve performance Leaders should coach employees and guide them rather than command and control. Ask questions to understand what areas need improvement, encourage in-house experts to share knowledge and teach one another and offer training and refresher courses where required. Lead by example A leader’s role is to motivate and inspire those around them to achieve goals. You must be a role model and show your staff the way by practising what you preach. Telling your team to do one thing and doing the complete opposite yourself is going to cause resentment and mistrust. Get involved, communicate openly, deliver on your promises, accept responsibility for your mistakes and your team will return the favour. Summary Due to the fast-paced technological advances of the Fourth Industrial Revolution and the ongoing challenges of the coronavirus pandemic, the role of the leader within the workplace is changing dramatically. The skills needed to be a successful leader in the 21st century look different to those needed 50 years ago. Leaders must now communicate openly, listen to their employees, foster a healthy culture and understand and empathise with their staff. 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Customer-centricity helps businesses outshine the competition. Learn more about the benefits of customer-centricity and how your business can do the same. 4 Benefits Of Being a Customer Centric Business Companies have always created value for their customers but those with more than a simple customer focus have created real and long-lasting business value. Published on: 13 Dec 2018 Companies have always created value for their customers but those with more than a simple customer focus have created real and long-lasting business value. Today customer-centricity means much more than before, referring to business and digital transformation, customer engagement and customer experience management. However this is more than just people, process and technology, it’s about the culture of the company, how the company sees itself, its employees, partners and suppliers within a bigger, rapidly changing picture driven by the “connectedness” of everything and everyone. What does a high-performance company culture look like? How CRM Enhances a Customer-Centric Business Being a customer-centric business means more than just good service—it requires deep understanding, proactive engagement, and streamlined processes to consistently meet customer expectations. A Customer Relationship Management (CRM) system plays a vital role in making customer-centricity a reality. 1. Personalisation at Scale Customers expect personalised experiences, but without structured data, it’s difficult to track individual preferences. CRM systems centralise customer data, allowing businesses to tailor interactions, recommend relevant products or services, and anticipate needs—ensuring each customer feels valued. 2. Strengthening Customer Loyalty Through Proactive Engagement A key benefit of being customer-centric is improved loyalty. CRM enables businesses to track past interactions, identify loyal customers, and automate personalised follow-ups, such as thank-you emails, exclusive offers, or service reminders. This proactive engagement fosters deeper relationships and repeat business. 3. Streamlining Customer Support and Service Customer-centric businesses must respond quickly and effectively to customer concerns. CRM ensures that all customer interactions—emails, calls, chats, and social media messages—are logged and accessible in one place. This prevents customers from having to repeat themselves and allows teams to provide seamless, informed support. 4. Data-Driven Decision Making for a Competitive Edge A customer-centric business thrives on understanding evolving customer needs. CRM provides real-time insights and analytics, helping businesses make informed decisions about service improvements, marketing strategies, and product development—ensuring they stay ahead of competitors. Customer-Centricity + CRM = Sustainable Growth A business that prioritises its customers will naturally outperform competitors, but without CRM, customer-centricity can become inconsistent and difficult to scale. By integrating CRM into a customer-first strategy , businesses ensure every interaction builds trust, improves service, and drives long-term success. Corporate social media and a customer centric culture Social media has created a knowledgeable and powerful customer-base so companies must improve their customer understanding to create an unrivaled customer experience that maintains and extends their competitive advantage. Using social data to create a more personalised customer interaction will be at the heart of customer centric service, moving from a product-centric to a customer centric business. The future of corporate social media is customer centricity, becoming more customer centric is key. Social media has changed the way customers behave. Achieving a deeper customer understanding from social data is important in implementing a customer centric model. A customer-centric culture will improve customer satisfaction levels leading to increased referrals, customer lifetime value and more positive reviews. Customer centricity is built on an employee centric culture To be a customer centric business you need to be employee centric first. Establishing ways to engage your workforce, bringing their day to day experiences of delivering value to your customers into your decision making processes will help to create the right customer service focus. You need the most engaged, loyal, and customer-centered employees like that of Disney, Virgin and Zappos. The customer centric business sees suppliers, partners and employees as customers too interacting and dealing with the company as they do. The internal customer is also key. For an exceptional customer experience to be delivered externally, employees need to show the same dedication to internal customer service too. They need to feel valued by each other, supported by the organisation and with a shared vision of success, including with the senior management team. This high performance corporate culture needs to be aligned with the business strategy. So while a highly engaged and motivated workforce is essential for achieving the strategic objectives and goals if it’s not properly aligned you’ll pulled in the wrong direction. For example if the goal was to sell more to existing clients or deliver your services at a lower cost than your rivals. The adjustment from product, job or work focus to a customer behaviour focus may take some time so to mitigate the impact of that, employees need to be on-board with the change, feel a part of it, rather than have it imposed on them. If they do not feel engaged, they will not feel any ownership. This, then, requires the senior team, management to set a corporate goal of engaging with the workforce, motivating them and creating the high-performance company culture they desire. Managing customer centric innovation requires a focus on delivering market leading customer satisfaction, from reviewing the current product or service definition to the teams behind delivering an extended customer lifetime value. Benefits of Customer-Centricity Establish cost saving opportunities. By delivering your products and services more efficiently you can identify hidden cost saving opportunities. Delivering your product or service right first time, in the minimum time frame, makes your company more productive. Identify opportunities for growth In getting closer to your customers and your market you’ll discover new ways to sell or promote your services, new niches you could target to raise revenues. Evolve a differentiated service and a unique competitive advantage Your company will have its own way of doing business, you may not know just what your customers like about the way you work, the way you deliver your value. What makes you unique to your customers, why did they buy from you? If you don’t know or your customers don’t recognise it themselves, then being customer centric will help you develop and promote your unique competitive advantage. Build a productive company culture A focus on customer service will create a more rewarding company to work for, a more rewarding company culture. It is hard to find a top performing company that does not have its employees’ well being, training, support and involvement as an important focus of their operations. By becoming customer-centric, you become more empathetic. You can use customer empathy to better understand your customers and deliver better customer experiences. Ultimately, allowing your business to get ahead of the competition by doing so. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started