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The Customer Experience: A Complete Guide A complete guide to everything you need to know about the customer experience, from definitions to benefits to tools and strategies. Published on: 19 May 2022 The pulse of every strong business — the customer experience should be the driving force behind every decision you make. Yet so many businesses still don’t fully understand it, let alone the importance of it. That’s why in this guide, we’re covering everything you need to know about the customer experience. We’ll be talking about: What is the customer experience? Why is customer experience important for your business Customer experience vs customer service? What makes a good customer experience? What causes a bad customer experience? Customer experience examples Measuring customer experience Customer experience tools Customer experience strategies The Relationship Between Brand Experience and Customer Experience Brand experience and customer experience are interrelated concepts that shape how consumers perceive and interact with a brand. Brand experience encompasses the overall perception of the brand, influenced by its identity, messaging, and emotional resonance. In contrast, customer experience focuses on specific interactions at various touchpoints, such as purchasing, customer service, and product use. Together, these elements create a cohesive journey, ensuring that the brand’s identity aligns with customer satisfaction. A positive brand experience can enhance customer interactions, creating loyalty and emotional connections that encourage repeat business and advocacy, ultimately driving long-term success for the organisation. What Is the Customer Experience? Also known as CX, customer experience can be defined as an all-encompassing term that refers to the many different ways customers interact with and experience your brand. This really does mean every single interaction. From browsing your website to other people’s opinions of your brand to talking to an agent on the phone, the customer experience encompasses all of these interactions and more. Customer Experience Vs Customer Service Many people get customer experience mixed up with customer service, so we’ll take a quick pause to clarify here. As we said above, the customer experience is the whole process a customer has with your company. Whereas your customer service is one aspect of this process. So it’s just one piece of a larger puzzle. That’s not to downplay the importance of great customer service. Without it, you’ll struggle to deliver a great customer experience. In fact, more modern interpretations of customer service in the 21st century include things like self-service on your website, as opposed to solely interactions with employees from your company. So the lines are becoming more blurred between the two. Why is the Customer Experience so Important? It should be apparent from the above, but it’s not an overstatement to say the customer experience is everything for your business. In fact, according to reports, the customer experience will outshine price and product as the key brand differentiator by 2021. It’s how your customer understands you, perceives you and ultimately, it’s what helps them decide whether to buy from you. It’s pretty straight forward — the better customer experience you can deliver, the more likely customers are to buy from you. Not only this, but the better the customer experience, the more likely customers are to leave reviews, recommend you to a friend and buy from you again. Every business can benefit from trying to improve customer experience, regardless of industry or niche. Putting importance on the customer experience allows businesses to become more customer-centric and empathetic learning organisations that are more productive and profitable. There’s really no downside to it. Putting customers first is good business. What Makes a Good Customer Experience? Unfortunately, there are no set guidelines for a good customer experience. They will vary from business to business and industry to industry. For example, a B2B business will likely have to invest more facetime with clients early on to create a good customer experience. Whereas an online fashion retailer shouldn’t need any human touch points to deliver a great customer experience. This said, all businesses who deliver a great customer experience do share some commonalities. These include: Prioritising listening to customers Utilising customer feedback tools Analysing and acting on customer feedback Reducing friction points in the customer journey As you can see they’re all – unsurprisingly – focused around customers. All good customer experiences start with making listening to your customers a top priority. After all, they’re the ones who can give you the unique, authentic insight into what it’s like dealing with your business. You can prioritise this by utilising customer feedback tools like surveys, reviews, heat maps and session recordings. But all this information you gather is pointless if you don’t analyse and act on the insights gained. Actually making changes to your business processes improves your customer experience so you gain new insights as you continue to gather feedback. This process allows your business to continually improve, putting you ahead of the competition. What Causes a Bad Customer Experience? Just like the above, there’s no clear rules for what causes a poor customer experience as it will vary by each industry slightly. However, in general, bad customer experiences are associated with: Poor customer service Too much automation Failure to resolve issues Lack of customer feedback There are lots of different causes for poor customer service. From frustrated, overworked employees to long wait times to speak to someone. In fact, too much automation is often a feature of poor customer service. Think about how frustrated you’ve been when you’ve had an issue and it’s taken what feels like hours of pressing numbers to get through to an actual human. Similarly, failure to resolve issues can also be a feature of poor customer service. Issues crop up for all customers and businesses, but it’s how well they deal with them that defines how good an experience customers will have. If you can resolve issues at the first touchpoint, most customers will have a positive impression of your business. But businesses who fail to do this at the first or second touchpoint are likely delivering a negative customer experience. Ultimately though, businesses who fail to deliver a good customer experience won’t be making customer feedback a priority. They see the negative reviews and see them as a cost of doing business, as opposed to an opportunity to improve the customer experience. These businesses will suffer from a high churn rate due to low brand authority and loyalty. They’ll lose out on valuable word of mouth marketing and spend more on acquiring new customers. They’ll also suffer in terms of business productivity as the teams will be bogged down dealing with issues, instead of proactively growing the business. Minimise a bad customer experience after a major disruption A business impact analysis (BIA) considers what would happen to business performance following a major disruption. By considering both the current and future business weaknesses, business gets a much more complete picture of their business risks and opportunities for improved business performance, and how best to allocate resources. Being aware of both the internal and external factors that can impact business growth both today and tomorrow, improves business decision making. Business disruption comes in many forms whether that’s due to competition, technology, the economy or regulation, amongst many other possibilities. Businesses seldom die from a single disruption but more commonly from lots of mini disruptions that perhaps go unseen and unknown. Incredible Customer Experience Examples Though as we’ve pointed out, there’s no clear rules for good or bad customer experience, there are some companies absolutely killing it when it comes to improving the customer experience. So let’s learn from their amazing customer experience examples. McDonalds Hard to believe when it feels like there’s a glowing M on every corner, but McDonalds was once struggling with sales. This was as their image as a supplier of hugely unhealthy, fatty junk foods was peaking in the early 2000s. So they listened to their customers. They began providing a more streamlined experience. Simpler menus, improved order accuracy and better quality ingredients became a priority, alongside improved store interiors with digital self-service kiosks. This reduced wait times, made ordering easier and improved their public image as they made commitments to reduce their impact on the environment. Overall, it’s allowed them to stay as the market leading fast food chain in the world. Microsoft Just like the above, in the early 2000s Microsoft was stalling in terms of business growth as competitor Apple took off. Much of this revolved around their stuffy, bureaucratic image compared to their fun tech competitor. Instead of pouring money into marketing budgets to patch the hole in growth, Microsoft changed tactics. The company started partnering with B2B companies to share best practices to build new products. It gave them a great boost in growth as they empowered other businesses to use the right technologies they needed to increase their own productivity. Especially compared to their competitor Apple, that was criticised for creating an incompatible ecosystem , it gave them the great PR boost they needed. Coca Cola Now probably one of the most famous marketing campaigns going, the “ share a coke with ” campaign was a great example of how adding personalisation to the customer experience can improve it. For those out the loop, back in 2011, Coke wanted to increase revenue and drive engagement. To do so they released coke bottles and cans with the 250 most popular names in each country. Their customers loved it. Picking out a bottle from a shelf that has your exact name on it worked wonders for the company’s sales and the campaign was incredibly successful. How to Measure Customer Experience As with everything in business, it’s so important you benchmark and measure customer experience so you can analyse previous improvements and inform future improvements. Customer feedback is the most obvious way to achieve this, and the best news is, you’re probably already collecting customer feedback without realising. You just need to measure it to ensure you’re using it to its full potential. You can do this with CX metrics. These metrics allow you to track how your CX develops overtime to see how effective your customer experience strategy is. The most popular CX metrics include: Customer Effort Score (CES) Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Time to Resolution (TTR) CES This metric measures the customer experience in terms of how easy or hard it was for your customers to complete an action. You gain this data from sending out feedback, usually after an interaction with the customer service team. You’ve probably received one before, with questions like “Please rate on the scale how easy it was to get your issue resolved today” and so on. NPS The net promoter score is a loyalty score. Like the above, it’s based on customer feedback surveys. This is the question that goes along the lines of “On a scale of 1 to 10, how likely would you be to recommend us to a friend?” CSAT The customer satisfaction score does what it says on the tin. It measures customer satisfaction through survey feedback by using scales or closed question answers. CSAT focuses on specific touchpoints to give good insights into satisfaction levels at key moments in the customer experience. It’s a powerful tool for gaining valuable information about where to improve the customer experience. TTR Last, but by no means least, time to resolution is the average length of time it takes for a customer’s issue to be resolved. It’s measured in business hours or days. Just add up all the times to resolution and divide the result by the number of tickets resolved. As we mentioned above, a huge factor for poor customer experience is failure to resolve issues, so the TTR metric can be a great tool for tracking how your customer service is improving ( or not! ). Digital Customer Experience Tools Direct customer feedback isn’t the only way you can collect data on how your customers are experiencing your brand. As with all things digital now, there are analytical tools that can give you great insights into the digital customer experience. The most popular of these include heat maps and session recording tools. They’re both used to show you how customers interact with your website. Heat maps show you the “hot” and “cold” points on any given webpage. This can help you see where customers are missing out on CTAs or struggling to navigate. It can help you identify areas for improvement when you spot patterns in usage. Similar to the above, session recording tools allow you to watch anonymous recordings of users interacting with your website. This can reveal helpful, specific insights into where users are and aren’t enjoying your website. Develop Your Customer Experience Strategy Improving customer experience shouldn’t be an ad hoc thing, based on random feedback and not measured. To achieve continual improvement you need a customer experience strategy. Again, CX strategies will vary from industry to industry. But they should include as a minimum the plans, actions and guidelines your business will take to create, maintain and measure your customer experience. Successful customer experience strategies will involve every department, because your customer experience will span across all of them. A great customer experience strategy is formed in a customer-centric company and led by customer feedback. It aims at creating memorable, human experiences for every customer. Make CX a Top Priority The customer experience should be a top priority for everyone in your business. Especially in the digital world, it is the only thing that sets you apart from your competitors and allows you to stay ahead in terms of productivity and 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 Kanban Method: A Highly Effective Approach To Managing Work Processes and Workflows Kanban is a visual workflow management method originating from Toyota's Lean manufacturing. It uses boards and cards to visualise tasks, set work-in-progress limits, and optimise flow. Kanban's principles help teams in various industries reduce waste, enhance efficiency, and promote continuous improvement by making processes transparent and manageable. The Kanban method is a highly effective approach to workflow management ; managing work processes and workflows, which has gained significant popularity in various industries, particularly in software development and manufacturing. With its roots in Japanese manufacturing and Lean principles, Kanban offers a flexible and visual framework for teams to optimise their productivity, enhance efficiency, and continuously improve their processes. In this comprehensive guide, we will delve deep into the world of Kanban, exploring its history, core principles, practices, and benefits. Origins of Kanban The word "Kanban" (看板) itself is Japanese and translates to "visual card" or "signboard." Its origins can be traced back to the manufacturing practices of Toyota in the mid-20th century. Toyota's production system, often referred to as the Toyota Production System (TPS) or Lean manufacturing, aimed to reduce waste, increase efficiency, and improve the overall quality of their products. The concept of Kanban emerged as a way to manage inventory and production processes more effectively. Initially, Kanban cards were simple physical cards or visual signals that represented work items or parts. These cards were used to signal when new items were needed in the manufacturing process. Workers would pull items from one stage of production to the next as signaled by the Kanban cards, ensuring a smooth and demand-driven production flow. The success of Toyota's Kanban system in improving efficiency and reducing waste soon attracted attention worldwide. As a result, the Kanban method began to evolve beyond its manufacturing roots and find applications in various domains, including knowledge work, project management, and software development. Core Principles of Kanban The Kanban method is built on several core principles and concepts that guide its implementation: 1. Visualising Workflow One of the foundational principles of Kanban is visualising the workflow . In a Kanban system, work items and their progress are made visible to all team members. This is often done on a Kanban board, which is a visual representation of the workflow, typically consisting of columns representing different stages of work (e.g., "To Do," "In Progress," "Done") and cards representing individual work items. Visualising the workflow provides transparency and helps team members understand the status of work, identify bottlenecks, and make informed decisions about how to prioritise and allocate resources. 2. Limiting Work in Progress (WIP) Kanban emphasises the importance of limiting the amount of work in progress at any given time. This limitation helps prevent overloading team members, maintain a steady and sustainable pace of work, and reduce the time it takes for work items to move through the system. WIP limits are set for each stage of the workflow, and work is pulled into each stage only when there is available capacity. If a stage reaches its WIP limit, new work cannot be started until some work is completed or moved to the next stage. 3. Managing Flow Kanban focuses on optimising the flow of work through the system. Teams strive to minimise delays, reduce waiting times, and ensure a smooth and continuous flow of work items from start to finish. By managing flow effectively, teams can improve their overall efficiency and responsiveness to customer needs. 4. Making Process Policies Explicit In a Kanban system, the process policies governing how work is done are made explicit and visible. These policies include guidelines for how work items are prioritised, how they move through the workflow, and what criteria must be met for work to progress to the next stage. Explicit process policies help ensure consistency and clarity in how work is performed, making it easier for team members to collaborate and make decisions. 5. Feedback and Improvement Continuous improvement is a fundamental aspect of Kanban. Teams regularly review their performance, collect feedback from the system, and make incremental changes to improve their processes. This feedback-driven approach allows teams to adapt to changing circumstances, address issues as they arise, and optimise their workflows over time. Kanban Practices To implement the Kanban method effectively, teams often follow a set of practices that align with the core principles. These practices include: 1. Creating a Kanban Board A Kanban board is a visual representation of the workflow. It consists of columns that represent different stages of work and cards that represent individual work items. Teams use the Kanban board to track the status of work items and make decisions about what to work on next. 2. Defining Work Items Work items are the individual tasks or units of work that flow through the Kanban system. Each work item is represented by a card on the Kanban board and should be well-defined, including clear descriptions and any relevant information. 3. Setting WIP Limits Work in progress (WIP) limits are established for each stage of the workflow. These limits help prevent overloading team members and ensure a smooth flow of work. When a stage reaches its WIP limit, work cannot be pulled into that stage until capacity becomes available. 4. Visualising Flow The Kanban board provides a visual representation of the flow of work items through the system. Team members can easily see which work items are in progress, which are waiting, and which have been completed. This visualisation enables better coordination and decision-making. 5. Managing Flow Teams actively manage the flow of work by monitoring the Kanban board, identifying bottlenecks, and taking action to resolve them. Actions may include reallocating resources, changing priorities, or redefining process policies. 6. Implementing Feedback Loops Regular meetings, such as daily stand-up meetings and periodic reviews, provide opportunities for teams to gather feedback, discuss performance, and make adjustments to their processes. These feedback loops are essential for continuous improvement. 7. Making Process Policies Explicit Teams document and make their process policies explicit. This includes defining criteria for work item prioritisation, acceptance criteria, and the definition of "done" for each stage of the workflow. Explicit process policies help ensure consistency and alignment within the team. 8. Implementing Classes of Service Kanban systems often include different classes of service to prioritise work items based on their urgency and importance. For example, expedited items may receive priority handling over standard items. Benefits of Kanban The Kanban method offers numerous benefits to teams and organisations that implement it: 1. Improved Efficiency Kanban helps teams optimise their workflows, reduce bottlenecks, and eliminate waste. This results in faster and more efficient delivery of work items. 2. Enhanced Visibility Visualising the workflow on a Kanban board provides transparency into the status of work, making it easier to identify issues and make informed decisions. 3. Better Workload Management By limiting WIP, Kanban prevents overloading team members and ensures a manageable workload, leading to reduced stress and improved work quality. 4. Increased Flexibility Kanban is a highly adaptable method that can be applied to a wide range of work processes, making it suitable for various industries and domains. 5. Continuous Improvement Kanban promotes a culture of continuous improvement, where teams regularly review their processes and make incremental changes to enhance performance. 6. Customer Satisfaction Focusing on flow and prioritising work based on customer needs leads to higher customer satisfaction and faster response to changing requirements. 7. Reduced Lead Times Kanban reduces the time it takes for work items to move through the system, resulting in shorter lead times and faster delivery. 8. Cost Savings Efficient resource allocation and reduced waste contribute to cost savings for organisations that implement Kanban. Kanban in Practice Kanban can be applied in a wide range of contexts beyond manufacturing, including: 1. Software Development Kanban is commonly used in software development to manage the flow of features, user stories, and bug fixes through the development pipeline. Development teams use Kanban boards to visualise and manage their work. 2. IT Operations IT teams use Kanban to manage tasks related to system maintenance, troubleshooting, and support requests. Kanban helps IT departments ensure timely responses to issues. 3. Project Management Project managers use Kanban to track project tasks, milestones, and deliverables. Kanban boards provide a visual representation of project progress. 4. Marketing Marketing teams use Kanban to manage campaigns, content creation, and promotional activities. Kanban helps marketing departments prioritise and coordinate their efforts. 5. Healthcare Kanban has found applications in healthcare settings, where it helps manage patient appointments, treatment plans, and inventory of medical supplies. 6. Education Educational institutions use Kanban to manage curriculum development, teacher assignments, and student services. Common Challenges and Considerations While Kanban offers many benefits, it's essential to be aware of common challenges and considerations when implementing the method: 1. Resistance to Change Introducing Kanban may face resistance from team members accustomed to traditional methods. Effective change management and communication are crucial to overcome resistance. 2. Lack of Training Teams may require training and guidance on Kanban principles and practices to ensure successful adoption. 3. Incomplete Visualisation Failure to fully visualise the workflow or neglecting to update the Kanban board regularly can lead to mismanagement and inefficiencies. 4. Overemphasising Efficiency Focusing solely on efficiency can lead to neglecting other important factors, such as quality, customer satisfaction, and employee well-being. 5. Scalability Scaling Kanban beyond individual teams or departments can be challenging, and organisations may need to explore additional frameworks for larger-scale Agile transformations. Conclusion The Kanban method is a powerful and adaptable approach to managing work processes and workflows. Rooted in Lean principles and originating from Toyota's manufacturing practices, Kanban has evolved into a widely adopted framework for improving efficiency, enhancing visibility, and promoting continuous improvement in various industries. By visualising workflows, limiting work in progress, managing flow, making process policies explicit, and implementing feedback loops, teams and organisations can realise the many benefits of Kanban, including increased efficiency, improved customer satisfaction, and cost savings. While challenges may arise during the implementation of Kanban, a thoughtful approach to change management and ongoing training can help teams successfully transition to this flexible and effective method. Whether in software development, IT operations, project management, or other domains, Kanban offers a valuable toolkit for organisations seeking to streamline processes, deliver value to customers, and adapt to an ever-changing business landscape. 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

John Goldwyn of Wildfifteen Discusses Greening Cities John Goldwyn of Wildfifteen Discusses Greening Cities Urban planning, coupled with urban greening initiatives, aims to transform cities into sustainable and vibrant spaces. This integrated approach emphasises green spaces, tree-lined streets, and parks to combat pollution, enhance biodiversity, and improve residents' quality of life. It fosters resilient, healthy, and attractive urban environments for generations to come. John And in Singapore, I learned so much about how ambition for greening cities can become a reality, reality relatively easily. I think the projects that they've done there are so exemplry so incredible, so inspirational. I think it's very difficult not to fall in love with Singapore as a city. You can say whatever you about its governance or all sorts of, things like that. But really as an urban experiment, it is the best place on on on the planet Paul Welcome to Rethink What Matters the podcast dedicated to aligning the economy and ecology with everyone for improved business performance, stronger families, and a greener cooler planet. And today I'm joined by John Goldwyn landscape architect, and master planner, and founder of Wild fifteen. And we're gonna be discussing greening cities. Welcome John. John Thank you very much, Paul. It's very nice to be here. Paul So, yeah, it's great to, it's great to be able to catch up with you, and it's great to be able to speak with you on this podcast, because, we've had some the podcasts that we've done so far have been biophilic cities, and we're going to be doing biophilic design green roofs, living walls, rain gardens, urban biodiversity, integrated solar green roofs, by mimicry. Actually, that's coming. Permaculture as well as indoor vertical farming and even sustainable development. I'm thinking that on this podcast, we'll be able to bring a lot of subjects together perhaps if we could start off though with wildfifteen, if you could tell us a little bit about that first. John Sure. Yeah, having worked in, commercial practice, for the majority of my career, I spent about the last twenty years before I set my company up working, for a large international, American architecture and design firm and I really decided to go alone to try and focus on what I really care about and to try and, really hone in on on important to me as a landscape architect and planner and as a professional, that being a far greater drive towards working very closely with nature on my projects and trying to bring, ecological thinking and landscape thinking into every single project that I do be it large or small. My experiences often has often been with with resorts and so I'm now focusing really on on eco resorts and obviously other elements of of urban planning. So very focused and very, very ecologically focused now. Paul We can, be great to talk about your projects and some of the case studies that you have, in the podcast, but, just having, you know, read out that list of items there. So, you know, Biophilic cities and, Biomimicry, for example, is urban planning and and if, you know, is urban planning even the right term to be using, but his urban has a urban planning really changed a lot over the last few years or decades. John Yeah. That's a it's an excellent question because urban planning means something different to to to to each different person who worked in the in the field of, of the built environment. And with a with a focus on international work, which is, I guess, where I've been in the lot for the last twenty or twenty five years, urban planning really has, evolved a lot and it has changed a lot. I think, there was a moment when people felt that urban planning was was a snapshot of a of a of a city or of a and creating that snapshot as a as a as a commission. Whereas now, I think there's more of an understanding that it's a it's a manipulation of systems and understanding how landscape and the built environment are woven together. And I think that's, reflected in both policy but also the kind of projects that, private companies are creating as well. Paul Okay. And it's and and is it a recognition that the the the the the cities that we live in affect our well-being as well? John Yeah. There's been this huge, I suppose, you know, to mention the the c word, if we're gonna talk about COVID, then, I think that, it really did give us a chance to, to reflect on what was important to us as we as we sat at home as particularly in this country in the United Kingdom in my city in London, there was a there was a sense of reflection, and I think that people realized how much they were affected by their environment, not city wide, but really locally. And so urban planning really started to understand the notion that your neighborhood, where you live, who you interact with, not only affects the way that the city around you works, but affects your yourself, your own mental health, your own mental well-being and, obviously, you know, happy cities and all of these kinds of things are buzzwords that emerge from this kind of thinking. So, yes, very tied in. Paul Right. And it seems also that, you know, cities are having to play a much larger role in sustainability in urban cooling and in stormwater management. I mean, I'm new to the subject, but that seems to come up quite a bit. John Yes. I would I would argue that all of these strands that you talk about are tied in together. So the the health of the city and the mental health of the city and the biodiversity of the city and the cooling, you know, green spaces stop the urban heat island effect, which is what what heats are are in the cities, increased biodiversity is good, for, air quality as well as the biodiesel, you know, we're an animal as well. It's not only the the the birds and the the insects that we're helping. So There's also, the notion of food in cities and how we grow urban orchards and urban farming. And so you can actually speak very much into the the way that the city is functioning as an organism itself, and then all of these other strands from green roofs to green walls to biodiversity to reducing, urban heat island effect or improving drainage in cities. All of these things are very, very tied in together. Through the through the lens of the landscape. Paul So are we really trying to turn the cities in into the countryside? John No. I think that we need to learn from the best of the countryside and bring some of those incredible, ideas that the because again, the cult the the countryside is also cultivated. It's not, something, you know, it's not wilderness. We don't live surrounded by wilderness. Our countryside is highly managed, highly farmed, highly maintained. But I think that it's about understanding what we love about the countryside and what we love about the cities and there being this beautiful blend between green space in cities and, the countryside, again, being being the way that it is. I mean, there's certain elements like the density of population that means that the countryside is a is a is a bit of anathema to to to cities, but there's certainly a, an interesting parallel, I think, that we're, we're drawing as as designers between the two. Paul I'd like to get your opinion with all your experience on, let's start off with biophilic cities or biophilic design. John Sure. I think that I I think I was only made aware of the term by biophilic, probably six, five or six years ago. So it's something that's relatively new in my own vocabulary, but I think it's something that I've always felt for as long as I've been alive, that mankind has this, inherent affinity with nature that actually boosts us when we when we feel it. I mean, I I I think that it's something that, the soft shapes of nature, the sounds, and the tech of nature are something that obviously, people feel comfortable with as we've only industrialized relatively recently in our history as a as a species. We have a lot of affinity with nature, and I think that that is absolutely relevant in cities. I think that you can fill it our favorite spaces. In cities are often parks. I'm lucky enough to live in London. I'm surrounded by some of the best open spaces, in the world, world class parks and the beautiful river that breathes life through the city as well. So I think that Biophilia in cities is, as I said, it's something that's always as long as, you know, we've since certainly, since we've industrialized it's been there, and it's also been used to raise the value of property. If you think about region park in London that was laid out to to raise the the value of adjacent property, there was a study by the Royal Institute of Chartered surveyors that each street tree raises about a million pounds worth of uplift on the surrounding property that, that are close to it. So you do see that that the economics and the the sort of biophilic, factors can work very nicely together. And I don't think there's anything wrong with a city being based on on solid economics and positive economics, and the sort of biofilia fits very strongly into that. Paul And can I ask you then about biomimicry? John Yeah. Again, I mean, some of the, some of the best, design has often taken its its cue from nature. You think about everything from from fibonacci series that appear in nature through to the, you know, the hive of a bee, which is created from very strong hexagonal structures, which have an incredible structural integrity similar to the, you know, the the core of bones, which have again this very, very, structural, system to them that that architects and designers have have used through, different designs. To me, it's not something that should almost be pulled out as some thing, specific. It's it's part of a bigger design story. And so I think that's, it's it's it's one of these buzz words. Again, like by Filia, I think, it's it's something that of course it's very relevant and of course it's it's part of what we do, but again, I think in in the same ways as people tend to to, react well to soft shade and gentle voluptuous curves in landscapes and in nature. There's something there that it's almost beyond the words that we use to describe it. It's just it just feels nice to us as people. Has the role of the landscape architect changed over the years then so that you'd be working a lot more closely now with the architect I think the role of the landscape architect has evolved enormously over the, the last few years over the last couple of decades. There, I think was a time that people understood that landscape architecture was garden designs big, big sister, or big brother, the the idea that it was, more public space than, than garden space and landscape architects worked with teams of, of built environment specialists to create the landscape element I think now especially with, looming, climate catastrophe and all sorts of sort of do mongering around the future of humanity, the role of the landscape architect couldn't be more relevant than it is now because it's about two things. Firstly, mitigating and working with, the the world that we've now created for self. So in terms of resilient landscapes and, working to make sure that we can still, exist in the in the present. But also planning towards making some inroads against the kind of damage that that mankind has made, against nature and against the climate. So I think the stakes are much higher, and I think that the the the industry that the profession really is starting to see that. I think because I've been lucky enough to work globally, I managed to use my landscape architectural knowledge far more in urban planning and resort planning on a larger scale often in the absence of architects or with architects working on specific building projects within, the structure. So I I don't think it's, necessarily quite as in lockstep with architecture as you might think it it was. Paul And on your website here, I'm very interested in your principles.I'd like to touch on those if we may just briefly. So don't worship at the altar of scale. John Again, thinking about your question about, biophilia. I think biophilia is also connected to scale, people feel much more comfortable in spaces that relate to to their own self and their own personal space. For example, canopies of trees bring down a space so that when you're sitting under a tree canopy, you feel naturally cooled and shaded by the the trees and the the transpiration that the plant gives you, but also you feel a comfort that you're almost being embraced enveloped by the tree itself. And so I think that the architectural notion of, you know, standing next to a hundred and fifty story building and thinking that's a a good thing for your for yourself is something that I I don't agree with. I I think that tall iconic buildings have a place but certainly not in livable, comfortable, cities that that that we want to relate to. So I think this notion of scale is very important to what I do and and creating places where people feel comfortable and relaxed and creative or, you know, whatever they need to be, people sometimes just need a a place to sit outside and just be. They don't need to, you know, necessarily do anything. And again, with with with small, units that people live in. If you can have exterior space where people can extend their they're being outside. I think that really speaks to this question of scale. Paul And something which really hasn't been discussed in any of the any of the other podcasts So it comes up here under urban planning is having to think about time the history of an area. John Yeah. I mean, if you think about this notion of what place is, it really is just a number of layers of history over time. That create associations and memories and, ideas that we share. So if you think about something very specific like the thames and the way it flows through London, the layers of history from prehistory through Roman through industrial years through, more and times, the river and how it relates to the city around it has kind of changed from a a vital artery that fed life into the city through to now something that really is a leisure and, you know, an activity. It's a tourism generator but it's the same river, right? It's the same geography, it's the same geology, but just with different influence of mankind on the top of that. And I think when I'm looking at a project, it's these layers of history, some of them very recent and some of them very ancient that when synthesized, can help to to really describe what a place needs to be. And you referred to green roofs as the fifth facade So often, I've worked on rocky sites, fragile delicate sites around the Mediterranean, which tend to be very steep And you kind of imagine if you're sitting in one of these structures looking out over your, you know, your your Mediterranean view, often you're looking down at at the roof of the of the building in front of you. And so this idea of creating beautiful vegetated roofs or extensive roof gardens or rain gardens or whatever on roofs, it really does start to to make you think about, you know, how we can maximize the, ecological footprint or, or minimize the, the destruction through, through development of a, of a project through using roofs to, to generate exciting landscapes. Paul And would your role involve thinking about the animals that get attracted, you know, by the trees and the flora and the fauna of it and the green roofs that you're planting and and the green landscape that you're creating. Would you be thinking about is going to attract certain types of birds, for example? John Absolutely. It's absolutely essential. I think, again, so many people think that landscape architects look at green fluff around interesting buildings. And I'll give you an example. I worked on a a study for a a historic landscape many years ago, more than twenty years ago, and one of the most fascinating elements of this project was that there were it was that the avenues on in in ham, in in London, close to close to the river thames. And interestingly, there were some historic lime tree avenues and the lime trees, attract a lot of aphids, and the aphids attract a lot of bats. And so these historic avenues from, the the sort of classical landscape that it represented had these incredible commuting lines of bats because bats like to fly up along above line trees with their mouths open, essentially, eating all of these aphids. So if you plant a long line of of lime trees, you create these incredible commuting lines for bats And so something that's laid out obviously as a design statement like that can have huge, ecological implications good and bad in that situation good, for for the ways that, the ways that places work. Paul So I'm curious now, do you return to places that you've designed and implemented, you know, a few years later just to see how they're being used, and do you watch people move around the spaces that you've designed afterwards? John Yeah. Definitely. That's the biggest. I think that's the biggest pleasure about working on any project is going back there and seeing people enjoying it. And often seeing things that you've got right or wrong and understanding and learning, you're constantly learning. It's, a profession in which you You pick up so many ideas along the way from your own work and from other people's work. And, yeah, seeing seeing how things have worked out is always fascinating. Paul Could you maybe tell us about one or two of the projects that you've been involved with? So on your website here, you've got the Nafsika Golf and Wellness Resort , for example, Sure. John Yeah. This is a project in in Corfu, and, on-site is an existing golf course and and club house. And, the client who is a family, essentially a family dynasty of hoteliers, contacted us to try and, get for us to try and help them to unlock, what the next chapter of their project looks like. So the golf course at the moment, it's the only one in corfu, and, it's fine. It's it's okay. It's, well liked and well played. But we worked with, world class Gulf architects, and a team of other consultants to actually turn this project into essentially an eco resort, a boutique, luxury eco resort. And currently every year, there are huge seasonal floods huge seasonal rains and they wash through the site, cause damage and create lots of problems and the idea with the new, master plan is that we capture the seasonal water, create beautiful lakes and water bodies swimming lagoons, and essentially canals that can run through the project, and we sort of celebrate this water through the dry season as well. With that in mind, we can use the water for irrigation on the golf course. We can use the water as frontage for hotel rooms to create beautiful spaces with little lodges looking out over these, fantastic wetlands. We can improve biodiversity by having marginal areas with plants and, obviously invertebrates and all sorts of incredible things that will happen as a result of the ecology of the water. So really by re, interpreting the story of the land, we're able to use it as a base to build a beautiful, luxurious, boutique Hotel and resort. And so it's breathing new life, a new chapter into this kind of illustrious place that, obviously needs a bit of a reset. Paul And did the client give you an open brief for that then? You know, or were they quite specific and what what it is that they wanted and you had to work around them? John We worked very, very closely, in collaboration with the with the client. I don't consider myself to be a sort of egotistical designer that that schools clients on what they have to do. But similarly, I can't work with, egomaniac clients that tell me exactly what I have to do. I always enjoy the collaboration and the, the discourse that goes on around the project. So they had some certain ideas, and we had some certain ideas think that really the project is a meeting of minds. Paul And the Green Block, rethinking central London, high streets, Could you tell us a little bit about that? John Sure. Yeah. This takes me back to, 2016, when we started, in, as a group in my, in my last company where I was previously working as, we had a competition for, interesting and radical innovation ideas. And one of the teams thought about a product, if you like, a sort of green construction product where the building block itself was living. So whether it be a combination of interior and exterior space, but essentially each part of this landscape was a was a product. But I work with the the the the team in, in the office, and we very quickly realized that the the products of this ilk already exist. I'm sure you're having podcasts with people who work exclusively with green walls and green roofs and green interiors, etcetera, etcetera. So we started to almost treat it as a as a manifesto for the city as an ideology, for the city of London, or indeed any city whereby people, can start to actually reclaim some of, the the land that's been taken for roads and for car parking. And essentially hard spaces and turn them into something far more ecological, something far more, verdant and something that that lives. And so using a kit of parts of all the existing other products that exist, we came up with a an ideology and some visuals which people can spot on online by looking up a WATG green block, and they can essentially see these ideas in in in execution. The idea being that as we have more, autonomous cars in the city and more ride sharing, we need essentially less car parking in our city centers. It's controversial. But, it's, it's a fact that we are, going to become less reliant on personal cars and more reliant on shared transport systems, giving us the ability claw back some of this space. And so, really, these ideas synthesize with giving kids somewhere, in in in the center of cities, green spaces to learn about nature, the, places for mindfulness and relaxation and yoga in cities, places for urban farming and, urban agriculture, places to reabsorb surface water. All of these ideas were then tied back into this sort of manifesto when we used, Sadik Khan, the mayor's, National Park City, making London a national park city as this vehicle to create, all of these visuals and all of this buzz and all of this idea, and it really has, permeated so much through some of my recent work as well now. People see these visuals and they love them and they catch on to them and, they want a piece of it. Paul So what was the final outcome of that, of that work? John Yeah. I mean, to be clear, it was done. It was an initiative I led because it was the right thing to do. I remember one of my university lectures always said to me, if you can't find a client for an idea, then, you know, create a great idea, and then clients will will follow you. And it really was an example of that. And, we we we ring fence budget and, brainstorming time for the product itself. And we used it really just as a thought leadership piece. And It's extremely powerful, in marketing my understanding and my ideas for cities, and people often see it and say, we want to have some of this in our project. So it's kind of spread from being a thought leadership piece to being resident now in lots of my projects. Paul Can you tell us which cities inspire you the most? John Wow. That's, that's a very good question. I would say really two places. Obviously, London, where I was born and raised, never ceases to amaze me. This cellular collection of villages that we call London is is brilliant, and I love cycle through it, and I love to walk through it, and I love to follow the river. I was lucky enough to be brought up in a house that was looking at the river. So I have a a connection with the river that that runs through the city. So London inspires me. It's it's constantly changing, but not at the pace of Shanghai or, Hanoi or something like that. So that's my first my my first, suggestion for that. But my second would be Singapore where I lived when I first graduated there was very little work. It was, quite a long time ago now in the, in the, in the late nineties, and was very little work here. So I jumped on a plane and went to live in in Bangkok first and then in Singapore. And in Singapore, I learned so much about how ambition for greening cities can become a reality reality relatively easily. I think the projects that they've done there are so exemplary so incredible, so inspirational. I think it's very difficult not to fall in love with Singapore as a city. You can say whatever you like about its governance or all sorts of things like that. But really as an urban experiment, it is the best place on on on the planet. Paul And what about those that inspire you least? John Well, it's gotta be said anywhere that's been designed around the automobile and, hasn't really moved away from that. I I have a problem with. So I do struggle a lot with a lot of North American cities, I've traveled to a lot of them. I was a a board member on an American company for many, many years, and I've been to many of the iconic North American cities, and I really do struggle with, the the the systems that are, A put in place when cars are are in charge, elements like parking garages straight above the street where you drive into a building and the first few stories of a building or a parking garage that takes away everything from the from the public realm and I'm not going to name any cities specifically, but there are some terrible examples of this in in North America. That said, there are also some fabulous examples. I was very lucky when I was in New York many times for work to to walk the high line, which is a a really great example of something that that physically and quite literally lifts the citizens off the the ground plane into a into a higher level with with beautiful green spaces and views out over the ocean and the and the city itself. Yeah. I'm I'm I'm often, most in love with cities that have the medieval grain to them, so places that have a walkable street system that was laid out long before cars were on the, on the agenda. Paul Are there any cities that have grown organically and have really benefited from that? I mean, I suppose London is a bit like that maybe, but I I just don't know. John Yeah. I think I think the notion of designing a city from scratch, there's plenty of of really bad examples. You know, you look at the most in aspiring cities, and they're generally not places that have been designed from scratch. Canberra, or Brasilia are not the best cities of Australia or or Brazil. When you have an architect that lays out big formal lines just because, I'm generally, I believe that that's not the that's not the best way to go about things. Again, you look at, Let's take the example of Barcelona where you have the combination of the two. You have the the which is the grid system, which is obviously architect laid out, right next to the medieval old city, which weaves through along next to the Rambler and has these kind of incredible hidden streets that disappear around corners. And when you put the two together like that, that can be pretty inspirational and pretty interesting, but yeah, most of the best places have grown, organically. I mean, think about places like Istanbul, which is this incredible amalgamation of many, many years of of history on two continents where Asia and Europe meet across this incredible straight of of water, the Bosporus . And I think again, you know, the organic nature of it gives us this incredible character this incredible cohesion that you couldn't do with a a computer mouse and some some bold lines with with with a with a ruler Paul And do you have an opinion on Paris? Yeah. I mean, again, Paris is a very interesting in terms of what they tried to do recently with with with walkable communities and and smaller neighborhoods to try and take some of the to try and take some of the the the sort of more bolder moves away from the city, which I think is very interesting. When you look at Paris next to London, Paris has these incredible nodes that connect with Grand Boulevard, you know, the Champs Elysees being the most famous, and then you look at London, Nothing is straight. Nothing quite lines up. Everything is very ad hoc. You know, you think about the connection from Buckingham Palace down to Hyde Park corner and then offer, you know, Constitution Hill. Nothing is in a straight line. Whereas in Paris, obviously, these things are very, very deliberately laid out. Paul I'm just thinking about the way things are changing. The way things have changed in the last decade or so, you know, in terms of technology, in terms of materials, Is that is that having an impact on your work at all? John Yeah. I'm, I'm a strong believer that we have to take technology and and own it and be at the center of it. So I'll use the example of of AI of artificial intelligence. I believe that artificial intelligence puts the designer at center of a far bigger brain. So by using AI, I'm able to layer on ideas that helped me to do things far better than I could have done without the AI. So, for example, if it's creating or generating a visual, I will still control the AI software, but it will do a lot of the grunt work for me. I'm I'm getting the getting the AI to do a lot of the of the of the very repetitive work to allow me to get on with fun stuff and the interesting stuff and the innovative stuff. And I embrace AI and automated workflows at every possible juncture and I'm very happy to to talk about that one all day because I think that the future of of humanity and the future of design within humanity lies with our understanding of this slightly difficult relationship that we have with technology. And I think if used correctly, it's going to be our saviour, not our destructor. Paul Could you tell us a little bit about your own place, maybe, a little bit where you live? I mean, do you live in a modern building? Do you live in a historic building? What, what sort of presses your buttons a little bit in terms of your own space? John Yeah. That's a interesting thought. I, I live in a Victorian semi detached house in South London that has been very, very modified. My wife is a interior designer and she used to work for a a very famous London architect. So we have some interesting discussions about interior space, and we we have a very modern fit out within our Victorian house, where I'm speaking to you from now is a small cedar clad garden room that I built, some years ago, which is my office, It's also full of plants, absolutely packed full of plants, and it has underfloor heating and large bi fold doors to open out onto my garden. It's my own little piece of modern paradise. It has a seeding roof, and is beautifully insulated so the heating is actually never wrong. The glass face is north, so I don't get any solar gain. So it's, I live in a sort of old meets new combination in in South London and in Peckham. Paul And if we can leave the listener with a thought about what they could do with their own space in terms of, perhaps new ideas for improving that space, for their own well-being or in terms of, being more sustainable. You can have any sort of, takeaways we believe people Y John Have you got like an hour for that? No. I think, I think interior plants, are a huge benefit to, to physical and mental health, and the ones behind me don't need any, particular daylight. So choose the right plant for your interior space would be, one, one thing. And if you have even the smallest window box or garden plants and flowers as a place that pollinators, butterflies, and and bees can tuck down and drinks and nectar. Flowers are also beautiful to to look at, and they can smell great as well. And if everyone planted just a few flowers in their back garden, then we wouldn't be facing the same collapse of, of of of habitat that we are. So we really do have the ability as a populist regardless of what our government and big business are doing at the at the personal level, we can plant flowering plants and improve the situation for for pollinators and and invertebrates. Paul John, thanks very much for your time on this podcast in helping us to better understand what urban planning is today. And and how it can help to bring together so many different important ideas that relate to our well-being and sustainability and looking after the planet. So thanks very much. I really appreciate it. John Absolutely pleasure. Thank you very much, Paul. Previous Next

Effective Document Management Strategies for Operational Excellence: Boost Efficiency, Security, and Compliance Streamline Your Business Operations with Smart Document Management Solutions: Unlock Efficiency, Strengthen Security, and Ensure Compliance Published on: 16 Jul 2024 In an increasingly digital world, effective document management is at the heart of business efficiency and agility. Documents are the lifeblood of any organisation, from contracts and reports to financial statements and project files. Managing these documents effectively can streamline operations, enhance security, and reduce costs, while poor document management can lead to delays, mistakes, and compliance risks. The transition from paper-based processes to digital document solutions is not only a modern necessity but also a critical component of operational excellence. Understanding how to manage documents efficiently, securely, and sustainably is key to building an agile business capable of adapting to evolving demands. Why Document Management Matters in Modern Businesses Document management goes beyond filing or storing information; it’s about creating efficient systems for capturing , organising , retrieving , and securing important documents. Without a streamlined system, businesses risk wasting time on manual processes, losing track of important data, or even falling short of compliance requirements. Consider this: research shows that employees spend an average of one-third of their time looking for documents. That’s time that could be spent on more productive, high-value tasks. An effective document management system (DMS) optimises how information flows across your organisation, helping employees focus on what matters most. The Benefits of Effective Document Management Increased Efficiency Through Workflow Automation Automating document-related processes reduces the time spent on repetitive tasks. Workflow automation in a DMS ensures that tasks such as approvals, version control, and archiving are done automatically. This is particularly useful in industries like construction, finance, or healthcare, where approval processes and audit trails are essential for ensuring compliance. For example, instead of manually routing contracts for signatures, a document management system can automate this workflow, notifying the right people and ensuring nothing falls through the cracks. By automating these processes, businesses can significantly reduce errors and delays, keeping operations running smoothly. Improved Collaboration and Access Control Today’s workplace is increasingly collaborative, often involving teams working remotely or across different departments. A well-implemented document management system enhances collaboration by providing centralised access to files with proper version control, allowing multiple team members to work on the same document simultaneously without creating confusion. Access control is another crucial element, as it ensures that only authorised personnel can access sensitive documents. By establishing clear document permissions and implementing user authentication, businesses can enhance security and ensure that sensitive information is only accessible to those who need it. Enhancing Compliance and Mitigating Risk Compliance is a major concern for businesses across industries, whether dealing with financial records, health data, or legal documents. Regulatory compliance requires not only storing documents but also ensuring they are kept secure and accessible for auditing purposes. A robust document management system helps ensure compliance with regulations like GDPR , HIPAA , and industry-specific standards. Features like audit trails, automatic backups, and version control help businesses maintain a clear record of document access and modifications, minimising the risk of compliance violations. Cost Reduction and Environmental Benefits Transitioning to a paperless office or reducing reliance on physical document storage can significantly lower costs. By digitising documents, businesses reduce their need for office space, paper, and printing. This move not only reduces overhead costs but also aligns with sustainability goals. Businesses today are increasingly focused on reducing their carbon footprint, and digital document solutions can contribute to that effort by minimising waste and promoting eco-friendly practices. Enhanced Enterprise Document Security With cyber threats on the rise, ensuring that your documents are secure is more important than ever. Enterprise document security involves protecting sensitive business data from breaches, unauthorised access, and data loss. A good document management system incorporates encryption , multi-factor authentication , and access control , ensuring that only authorised users can access sensitive files. Additionally, automated backups ensure that important documents are never lost due to system failures or cyber-attacks. This level of security is essential in industries handling sensitive data, such as finance, healthcare, and legal services. Types of Document Management Systems When choosing a document management system, businesses must consider their specific needs, industry regulations, and scale. Below are some common types of systems: Cloud-Based Document Management Systems These systems store documents online, offering flexibility and scalability. Cloud-based systems allow employees to access documents from anywhere with an internet connection, making them ideal for remote teams or multi-location businesses. Security is a critical consideration here, so businesses must ensure their cloud provider offers robust encryption and data protection features. On-Premise Document Management Systems On-premise systems store documents on company servers, giving businesses complete control over their data. This option may be preferable for organisations in highly regulated industries or those with strict data security requirements. However, on-premise solutions can be more expensive to maintain and may require a dedicated IT team for support. Hybrid Document Management Systems A hybrid system combines the benefits of cloud-based and on-premise solutions. Businesses can choose to store sensitive documents on-premise while leveraging the cloud for less critical files. This offers flexibility while maintaining control over key data. Steps to Implement an Effective Document Management System Assess Your Needs: Before implementing a document management system, assess your business’s current document workflows. Identify bottlenecks and inefficiencies that a DMS could address. Consider the type of documents you handle, the level of access needed, and any compliance requirements. Choose the Right System: Based on your needs, choose a system that offers the right balance of document management features . Consider factors such as scalability , security , and ease of use . Look for a system that integrates with your existing tools and offers customisable workflows. Train Your Team: A new system is only as good as its adoption. Ensure that your team is fully trained on how to use the document management system, from uploading files to managing permissions. Training should also cover security protocols, such as how to handle sensitive documents. Regularly Review and Optimise: Document management is not a set-it-and-forget-it process. Regularly review your system to ensure it continues to meet your business needs. As your organisation grows or regulations change, your DMS should evolve to accommodate new requirements. Conclusion Document management is a critical aspect of operational efficiency, security, and compliance. Implementing a well-structured document management system can save time, reduce errors, enhance collaboration, and ensure that sensitive information is protected. As businesses continue to adopt digital document solutions , having the right strategy in place can make the difference between success and operational inefficiency. By focusing on workflow automation , enterprise document security , and ensuring compliance, businesses can create systems that support their long-term goals and sustain operational excellence. Whether you're transitioning to a paperless office or looking to enhance document security, understanding and implementing a strong document management framework is key to keeping your business agile, efficient, and secure. 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

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. At Awardaroo, we believe that your employees need to be at the top of your business, and as a leader your role is to support and guide them from the bottom up. 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

5 Reasons Nitrogen Pollution is a Problem Overall, nitrogen pollution has detrimental effects on water quality, air quality, climate change, biodiversity, and human health. Nitrogen pollution is a significant environmental issue with wide-ranging impacts. Here are five reasons why nitrogen pollution is a problem : Water Pollution: Excessive nitrogen in water bodies, such as rivers, lakes, and coastal areas, leads to water pollution. Nitrogen compounds from agricultural runoff, sewage, and industrial discharges can cause eutrophication, where an excessive growth of algae and aquatic plants occurs. This excessive growth depletes oxygen levels in the water, leading to the death of fish and other aquatic organisms, creating dead zones. Additionally, nitrogen can contaminate drinking water supplies, posing a risk to human health. Air Pollution: Nitrogen compounds, particularly nitrogen oxides (NOx), contribute to air pollution. NOx emissions from vehicle exhaust, power plants, and industrial processes are a major source of nitrogen pollution in the atmosphere. Nitrogen oxides are involved in the formation of smog and can contribute to respiratory problems, especially in urban areas with high levels of air pollution. Climate Change: Nitrous oxide (N2O), a potent greenhouse gas, is released during agricultural activities, such as the use of synthetic fertilisers and the management of livestock waste. Nitrous oxide is about 300 times more potent than carbon dioxide in terms of its warming potential. The increased release of N2O due to nitrogen pollution contributes to climate change and global warming, further exacerbating environmental problems. Biodiversity Loss: Nitrogen pollution can negatively impact biodiversity. Excessive nitrogen deposition from air pollution can alter soil chemistry and nutrient cycles, favouring certain plant species over others. This can lead to changes in plant communities and disrupt ecosystems. Moreover, nitrogen pollution can cause acidification of soil and water, further affecting the survival and reproduction of various organisms, including plants, insects, and microbes. Human Health Impacts: Nitrogen pollution can have direct and indirect effects on human health. High levels of nitrogen compounds in drinking water can pose health risks, including methemoglobinemia (a condition affecting oxygen transport in the blood) in infants and increased risk of certain cancers. Nitrogen oxide emissions contribute to respiratory issues, such as asthma and other respiratory infections. Moreover, the loss of biodiversity and ecological disruption caused by nitrogen pollution can indirectly affect human health by disrupting ecosystem services, such as pollination and water purification. Overall, nitrogen pollution has detrimental effects on water quality, air quality, climate change, biodiversity, and human health. Addressing this issue requires implementing sustainable agricultural practices, improving wastewater treatment, reducing industrial emissions, and adopting cleaner technologies to mitigate nitrogen pollution. Previous Next Unlock Healthy Business Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. GET STARTED

7 Tips on How to Sell Over the Phone 7 tips on how to sell over the phone that will help staff improve their call handling sales and service skills. This is essential if you want your staff to close more sales over the phone. Published on: 16 Dec 2021 Learning how to sell over the phone is essential if you want your staff to close more sales over the phone. Your staff can’t be expected to handle a call effectively without understanding the importance of each of part in the buying process on the phone. Training your staff to close a sale over the phone and leave a positive lasting impression and increase the likelihood of return business can increase your sales and decrease your cost per sale which gives you an increase in profits. 1. Setting the standard This is the opening part of the call. An effective call opening should be friendly and up-beat. It should be professional. This element of the call has several objectives: Reassure the customer that they have reached the company they wanted to call Introduce the call handler Set the conversational tone By greeting the caller and stating the company name, and if applicable the department as well, you are reassuring your customer that they have contacted the right place. Next is where the rapport building starts. This is essential in information gathering and needs matching sections of the call. Setting the conversational tone is also extremely important for the needs identification, information gathering and product matching stages to be effective. 2. Building rapport This helps you to understand your caller’s needs and encourages the caller to open up to you about any reservations, giving you a chance to handle them effectively. 3. Identifying the customer’s needs By asking open questions you can get a better understanding of your customer’s needs. Don’t just take the minimum information that the caller offers you -ask about them. They are most likely to be flattered and to find their conversation with you more interesting. Questions such as ‘What is the reason for booking?’ and ‘how important is the specific date of the booking?’ allow the caller to give an answer that isn’t a yes/no answer. Yes/no answers can often stop a conversation in its tracks. A great way to get your staff used to this approach of questioning is to role play and group games where each person has to ask an open question pertaining to the last. 4. Logging the information for future use This doesn’t have to form part of the phone call itself – but make sure that there is a system and process, either whilst on the call through call recording or note-taking, or after the call. A warning to the wise though, note taking after the call is more likely to lead to more missing and incomplete information and lost details. 5. Fulfilling the customer’s needs Once you have identified the caller’s needs you need to meet them by matching them to your best solution be it advice, a service or product. Your caller’s needs may not be to buy a product or service, it may be to have an issue resolved (in which case, don’t discount the importance of the call). Happy customers are more likely to be repeat customers and repeat customers tell their friends…usually about 6 according to research and they are a lot cheaper than finding new customers. 6. Identifying and overcoming objections Test your closing by asking test questions such as ‘How does that sound to you?’ or ‘would that help [insert caller’s needs here]?’. These will help to flush out any early reservations and deal with them. Maybe a different product or service would be better, or maybe the resolution you are recommending is inappropriate for some reason. If success if not achieved at this stage go back to either identifying the customer’s need or fulfilling the customer’s needs. 7. Closing the call This is the final part of the call where you close the business. Bear in mind there is no point moving to this stage unless you have achieved a positive response from identifying and overcoming objections. Once you have been through this process you will understand how these key telephone call handling elements work together to optimise your chance of receiving a positive outcome from phone calls with your 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

5 Causes Of Poor Business Productivity Avoiding low levels of productivity is essential for a business to survive in the long term and be at their most profitable in the short term. So what are the causes of low productivity? Published on: 10 Jan 2019 Avoiding low levels of productivity is essential for a business to survive in the long term and be at their most profitable in the short term. So what are the causes of poor business productivity? In can be summarised as anything that causes an employee to work less well or efficiently than they might otherwise be able to. UK business productivity has struggled over the last 10 years. And how can you know if productivity is low? One way would be to just stand in the office, factory, warehouse and take a good old-fashioned gut feel. Are the staff engaged, busy, happy and buzzing? Does it feel dynamic and happening? Or are customer service issues, delays, absences, distractions and a general sense of disconnect pervading your business? Are they happy to see you, or are you so remote, they’re not sure who you are? If so, productivity is low and so profitability is not where it should be. There are many ways to improve business productivity , but here we will look at possible causes. 5 causes of poor business productivity 1. Poor management skills When a staff member gets promoted into management, they often don’t have the skills needed to complete that job effectively. They need the right skills and personality to be an effective manager. Managing people is a science itself. They may be technically competent and highly organised, and achieved great things, but can they lead, communicate effectively, delegate and motivate those around them. 2. Inadequate or poorly performing technology You may have heard of the Productivity Paradox, that is with all these computers and IT and fancy tech, business productivity has not increased accordingly and many people are unsure as to why that it. That does not mean to say it’s not obvious in your own company or job. Are you trying to make the technology work for you? Then there’s the problem. The technology should be solving a problem; helping you write emails more effectively, getting your invoices out promptly, helping you with budgeting. Focus on one business problem at a time to make the most of technology 3. Demotivated staff The causes of a demotivated employee are many and requires careful and considerate management. But if everybody, or lots of staff are demotivated, then you have a people management issue. Think of your staff as volunteers, you’d show them so much respect and be so appreciative of their help, you’d be engaging with them and letting them know how much their support and work means to you. Sound like a good idea? 4. Poorly thought out processes Are things being done twice, poorly, frustratingly, annoyingly, are errors cropping up, does no one seem to bother about it, address it? Then you have poorly thought out processes which are sucking up morale, time, money and profits. Some empowerment is needed here, some ownership and a recognition that working smarter is smart. Making do, pushing on through, won’t do. 5. Not enough fun or recognition We spend so much time at work, we need to find it rewarding. And few of us work alone; there are colleagues, customers, partners, suppliers, then managers and directors. Giving and receiving praise when it’s due can really help with morale, if feels good, it’s almost fun. Anyone for tennis? We can help Awardaroo are business productivity experts. We’re addressing the UK business productivity crisis one company at a time with our business improvement programme. We’re helping companies learn how to be more productive with our straight-forward “make work better” mantra. 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

Graeme Cooper Global VP at Jacobs Discusses Energy Storage Solutions Graeme Cooper Global VP at Jacobs Discusses Energy Storage Solutions Energy storage solutions play a pivotal role in modernising our energy infrastructure. These systems store excess electricity generated during periods of low demand and release it when demand surges or renewable sources like solar and wind are unavailable. Lithium-ion batteries, pumped hydro storage, and emerging technologies like solid-state batteries and flywheels are some examples. Energy storage enhances grid reliability, mitigates energy intermittency issues, and facilitates the transition to clean, sustainable energy sources, ultimately reducing greenhouse gas emissions and ensuring a more resilient energy ecosystem. In this episode of Rethink What Matters, Paul speaks with Graeme Cooper, a leading expert in energy transition, currently serving as Global Vice President at Jacobs. Graeme’s career spans disruptive industries from mobile networks to renewable energy, including a decade in wind power development and critical work on energy systems and decarbonisation at National Grid. His conversation with Paul delves into the future of energy storage and clean power, exploring the nuances of demand management and the movement towards an interconnected energy system that values sustainability and flexibility. Key Points: Understanding Energy Demand & Storage Needs Graeme illustrates the challenges of balancing energy demand, using the “duck curve” to explain daily consumption peaks and troughs. As traditional power systems relied on fossil fuel-fired plants to manage this demand by simply “turning up or down,” renewables present a new challenge due to their dependence on weather conditions. Energy storage becomes crucial to manage renewable variability, but Graeme suggests it’s only part of the solution. Interconnectivity Over Storage Graeme highlights the need to prioritise energy flow between regions over storage. Projects like the UK’s Viking Link with Denmark and Morocco’s Xlinks solar initiative reflect this trend, enabling energy to move from regions with surplus to those in need. As Graeme points out, this approach could reduce storage requirements and improve efficiency, as energy losses occur with storage and conversion processes. The Role of EVs in Energy Systems Electric vehicles (EVs) offer a unique storage solution with bidirectional charging, allowing EVs to supply power back to the grid. Graeme notes that EVs are stationary 97% of the time, making them a practical and accessible storage option. He acknowledges challenges for those without driveways but points to innovations like kerbside charging and workplace solutions to broaden EV accessibility. Energy Access and Social Equity Graeme addresses the “haves and have-nots” divide, noting disparities in energy access and charging options. While those with driveways and solar panels can benefit from “free” power, many others cannot. Graeme stresses the need for equitable solutions, highlighting the importance of policy and infrastructure development to ensure everyone benefits from clean energy transitions. Notable Quotes: Graeme Cooper on energy democracy: “If you’ve got solar and storage, and you fill the battery up, then have spare, you might want to sell it very cheaply to your next-door neighbour…They get cheap clean power, short travel energy. That democratization will become, you know, really interesting over time.” Graeme on EVs and their role in energy storage: “Cars are sat there doing non-car things 97% of the time. You charge whilst the car is stationary.” Graeme on interconnectivity vs. storage: “Moving power around is actually more helpful than storing, because if you store energy, you lose some power storing, and then you lose some energy converting it back.” Conclusion: Graeme Cooper brings an innovative perspective to Rethink What Matters, illuminating the complexities of transitioning to renewable energy. His insights emphasise the need for a global, interconnected energy system and showcase how storage, transport, and power generation need to work in tandem for a sustainable future. Through Graeme’s vision, the potential for a democratised energy landscape becomes a shared endeavour, with the aim of making clean energy accessible, efficient, and equitable for all. Previous Next

< Back Current Ratio Understanding the Current Ratio: A Key Indicator of Financial Health The Current Ratio is a financial metric that measures a company's ability to pay off its short-term liabilities with its short-term assets. It indicates the liquidity and financial health of a company by comparing current assets to current liabilities. A higher ratio suggests that the company is more capable of covering its short-term debts. Current Ratio = Current Assets / Current Liabilities Suppose Company ABC has the following financial details: Current Assets: $200,000 Current Liabilities: $100,000 To calculate the Current Ratio: Divide current assets by current liabilities: $200,000/$100,000=2.0 A Current Ratio of 2.0 means that Company ABC has $2 in current assets for every $1 of its current liabilities. This indicates a strong liquidity position, suggesting that the company can comfortably cover its short-term debts. Liquidity Ratio Previous Next

What is a Business Management System? Explore the intricacies of business management systems (BMS) in this comprehensive guide. Learn about key components, implementation strategies, benefits and challenges to empower your organisation's success. Published on: 3 Oct 2024 In today's fast-paced business environment, effective management is crucial for the success of any organisation. Business management systems play a pivotal role in facilitating this management process. From streamlining operations to enhancing productivity and ensuring compliance, these systems are indispensable tools for modern businesses. In this comprehensive guide, we'll delve deep into the concept of business management systems, exploring what they are, how they work, and why they are essential for organisational success. At its core, a business management system (BMS) refers to a set of processes designed to facilitate and streamline various aspects of business operations. These systems encompass a wide range of functionalities, including but not limited to, project management, customer relationship management (CRM), human resource management (HRM), supply chain management (SCM) , accounting, and financial management. Key Components of a Business Management System Project Management: · Project planning and scheduling · Task assignment and tracking · Resource allocation · Progress monitoring and reporting Customer Relationship Management (CRM): · Lead and contact management · Sales pipeline management · Customer communication and support · Marketing automation Human Resource Management (HRM): · Employee database and records management · Recruitment and onboarding · Performance evaluation and feedback · Training and development Supply Chain Management (SCM): · Inventory management · Procurement and vendor management · Order processing and fulfilment · Logistics and distribution Accounting and Financial Management: · Bookkeeping and financial reporting · Budgeting and forecasting · Invoicing and billing · Tax compliance What is the difference between a Business Management System and a Business Operating System? A business management system and a business operating system are interconnected components crucial for organisational efficiency and success. A business management system encompasses the overarching strategies, processes, and tools employed to streamline operations, enhance productivity, and achieve organizational goals. It involves elements like strategic planning, resource allocation, performance monitoring, and decision-making frameworks. This system provides the structure and framework for managing various aspects of a business, from finance and human resources to marketing and operations. On the other hand, a business operating system refers to the specific set of protocols, procedures, and standards that govern day-to-day operations within an organization. It includes workflows, standard operating procedures (SOPs), quality control measures, and technology infrastructure utilised to execute tasks efficiently and consistently. A well-designed business operating system aligns with the broader goals and strategies outlined in the business management system, ensuring that operational activities are conducted in accordance with organisational objectives. In essence, the business operating system is the execution arm of the broader management system, translating strategic vision into tangible results through systematic processes and routines. How Business Management Systems Work Business management systems work by integrating data and processes across different departments and functions within an organisation. They provide a centralised platform where employees can access relevant information, collaborate on tasks, and track progress in real-time. These systems often utilise cloud-based technology , enabling remote access and facilitating seamless communication among geographically dispersed teams. The implementation of a business management system typically involves several steps: Needs Assessment: Identify the specific requirements and challenges faced by the organisation, and determine the functionalities and features needed in the BMS. Customisation and Integration : Customise the BMS to suit the organisation's unique processes and integrate it with existing systems and software. Training and Deployment: Provide training to employees on how to use the BMS effectively, and roll out the system across the organisation. Ongoing Support and Maintenance : Continuously monitor and update the BMS to ensure optimal performance and address any issues that may arise. Benefits of Business Management Systems Implementing a business management system offers numerous benefits for organisations of all sizes and industries: Improved Efficiency: By automating routine tasks and streamlining processes, BMSs help organisations operate more efficiently, saving time and resources. Enhanced Collaboration: BMSs facilitate collaboration among team members by providing a centralised platform for communication, file sharing, and project management. Better Decision-Making: With access to real-time data and analytics, decision-makers can make informed decisions quickly, leading to better business outcomes. Increased Productivity: BMSs enable employees to work more productively by providing tools and resources to help them manage their tasks and priorities effectively. Compliance and Risk Management : BMSs help organisations ensure compliance with regulatory requirements and mitigate risks by providing tools for tracking and monitoring key metrics and indicators. Challenges and Considerations While business management systems offer numerous benefits, they also present some challenges and considerations that organisations need to address: Cost: Implementing and maintaining a BMS can be costly, especially for small and medium-sized businesses with limited budgets. Complexity: BMSs are complex systems that require careful planning and customisation to meet the specific needs of an organisation. User Adoption : Resistance to change and lack of training can hinder user adoption of BMSs, reducing their effectiveness. Integration Issues: Integrating a BMS with existing systems and software can be challenging and may require additional resources and expertise. Security Concerns: Storing sensitive data in a BMS raises security concerns, and organisations need to implement robust security measures to protect against cyber threats. Conclusion In conclusion, business management systems are essential tools for modern organisations looking to streamline operations, improve efficiency, and achieve their business objectives. By integrating various functionalities and providing a centralised platform for collaboration and decision-making, BMSs empower organisations to stay competitive in today's dynamic business landscape. However, implementing and managing a BMS requires careful planning, investment, and ongoing support to realise its full potential. With the right strategy and approach, businesses can leverage the power of BMSs to drive growth, innovation, and success. 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

Mastering Efficiency with Value Stream Mapping: A Critical Tool for Business Success Discover how Value Stream Mapping can streamline your business processes, eliminate waste, and boost customer satisfaction. In today's competitive business landscape, improving operational efficiency is no longer a luxury but a necessity. One of the most powerful tools that businesses can use to enhance efficiency is Value Stream Mapping (VSM) . Originally rooted in lean manufacturing , this tool has evolved to benefit all types of organisations, from service-based companies to start-ups. This blog post delves into the key concepts behind value stream mapping, explores its benefits, and provides a step-by-step approach for implementing VSM in a business setting. What is Value Stream Mapping? Value Stream Mapping (VSM) is a visual tool used to analyse and optimise the flow of materials, information, and resources required to deliver a product or service. The aim of VSM is to identify waste within processes and streamline operations by mapping out the entire value stream — the end-to-end process from raw material or input to final product or service. By breaking down the workflow into individual components, organisations can gain insights into inefficiencies and take strategic steps to eliminate bottlenecks. The goal is simple: maximise value for the customer while minimising waste . Key Elements of a Value Stream Map Before we dive into the process of creating a value stream map, it’s important to understand its components. A well-crafted value stream map typically includes the following elements: Processes or Workflows – These are the key activities involved in producing the product or delivering the service. Material Flow – The movement of physical products through the process, from raw materials to finished goods. Information Flow – The communication and data necessary for the processes to occur, including customer orders, scheduling, and feedback loops. Lead Time – The total time required for the process, including waiting or idle times. Cycle Time – The time it takes to complete one unit of work or service from start to finish. Value-Added Time – The time spent on activities that directly contribute to the product or service, as perceived by the customer. Non-Value-Added Time – Time spent on activities that do not contribute to the product or service (i.e., waste), which should be minimised or eliminated. Benefits of Value Stream Mapping for Businesses Improved Operational Efficiency VSM helps identify bottlenecks , redundancies, and non-value-added activities . By visualising the process from end to end, businesses can take targeted actions to streamline operations and reduce waste, which directly impacts costs and delivery times. Enhanced Decision-Making Value stream maps provide a data-driven visual representation of the current state of business processes. This makes it easier for decision-makers to identify critical areas for improvement, prioritise interventions, and make informed strategic decisions. Increased Customer Satisfaction By focusing on eliminating waste and optimising processes, VSM ensures that only value-adding activities remain in the workflow. This focus on delivering what the customer values leads to better product quality, reduced lead times, and ultimately, greater customer satisfaction. Cross-Functional Collaboration The mapping process requires the involvement of various stakeholders, promoting cross-functional collaboration . Employees from different departments can contribute to the understanding of the entire value stream, which fosters alignment and breaks down silos within the organisation. Better Allocation of Resources VSM enables better resource allocation by identifying areas where excess resources, time, or capital are being wasted. This optimisation can result in significant cost savings, allowing businesses to reallocate resources to more critical areas. The Process of Creating a Value Stream Map: Step-by-Step Guide Identify the Product or Service Family Start by selecting a specific product or service to map. Ideally, choose a product family that has similar processes and workflows. This provides clarity and focus for the mapping process. Define the Boundaries of the Map Determine where the value stream begins and ends. Typically, it starts at the customer’s request or order and ends with the delivery of the finished product or service. Establishing clear boundaries ensures that the mapping remains relevant and manageable. Map the Current State Work with your team to map out the current state of the process. This includes documenting all key steps, material flow, information flow, and timings (cycle time, lead time, etc.). Be as accurate as possible, as this current-state map will serve as the baseline for future improvements. Identify Waste and Areas for Improvement Analyse the current-state map to identify any waste or inefficiencies. Waste can manifest in different forms such as overproduction, waiting time, excess inventory, or unnecessary movement of materials and people. Distinguish between value-adding and non-value-adding activities . Create the Future-State Map Once inefficiencies are identified, envision an improved future state. This future-state map reflects a streamlined process where waste is minimised, and value-adding activities are prioritised. Consider what technologies, tools, or process changes could enable these improvements. Implement Changes With the future-state map in hand, work with your team to develop an action plan . Break down large tasks into smaller, manageable projects and assign responsibility to ensure the implementation of changes. Lean methodology can be highly beneficial here to ensure continuous improvement. Monitor Progress and Iterate Implementing the future state is only the beginning. It’s crucial to track progress through metrics and key performance indicators (KPIs). Regularly update the map as changes are implemented, and continuously seek new opportunities for improvement. Common Challenges in Value Stream Mapping Resistance to Change Employees may resist new methods and changes, especially if they feel their roles are being scrutinised. It’s important to communicate the benefits of VSM clearly and involve key stakeholders early in the process to foster buy-in. Lack of Accurate Data Inaccurate data can lead to misguided conclusions. Ensure that the information used in the current-state map is as accurate and up-to-date as possible. This might require some initial investment in data collection systems . Overcomplication Keep the value stream map clear and straightforward . Overcomplicating the map with too many details can make it difficult to interpret and act upon. Focus on the key processes and prioritise critical areas for improvement. The Role of Technology in Value Stream Mapping In the digital age, technology plays a crucial role in the success of value stream mapping. Tools like enterprise resource planning (ERP) systems and data analytics platforms can provide real-time insights into the flow of information and materials. Moreover, visualisation tools such as digital mapping software allow teams to create, share, and iterate on value stream maps more efficiently than ever before. Integrating technology into VSM enhances data accuracy, facilitates collaboration, and ensures that businesses are more agile in responding to market demands. Conclusion Value Stream Mapping is a critical tool for any business seeking to streamline its operations, eliminate waste, and maximise customer value. By providing a visual representation of the end-to-end process, VSM enables leaders to pinpoint inefficiencies and take targeted steps to improve operational performance. As with any process improvement tool, the key to success lies in its consistent application and continuous iteration . Businesses that commit to value stream mapping will find themselves well-positioned to respond to changing market demands, improve customer satisfaction, and achieve sustainable growth. 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 Complete Guide to Professional Phone Skills Phone skills are a vital part of your customer service and customer experience. Telephone Skills Training can increase your productivity and profitability. Learn how. How important is your first interaction with a customer? Once upon a time, the saying used to go that a customer’s first interaction with a business was everything. It was how they remembered that business forever. No matter how good the service that followed was. It’s not quite that simple anymore. The reality for today’s customer-centric world is that every single customer interaction represents your business . Delivering anything less than outstanding service every time will cost your business. Not only will it cost you potential leads and sales, but it will also cost you in regard to your business productivity and brand authority. All of this is to say, your phone skills matter — a lot. Whether that’s sales skills or service skills, you need both to deliver a first-class customer experience. That’s precisely why we’ve put together our complete phone skills guide to walk you through everything you need to know which you can also learn on our telephone skills training course. Phone Skills: A Definition There are lots of different phone skill definitions, but we like this one most: “Telephone skills are made up of 4 key aspects; communication skills, interpersonal skills, phone etiquette and call management skills.” So many people assume phone skills all just come down to manners. While that’s definitely part of it, it doesn’t give us the whole picture. Phone skills should be thought of as an all-encompassing term for how your business interacts with customers over the phone . This definition includes all aspects of phone calls. From call handling to call answering to following up, all these interactions are part of how you do business. They’re what shape your customer’s experience. As such, there are best practices for phone skills all businesses should be following to ensure their interactions are the most positive, productive and profitable they can be. 5 Key Aspects of Professional Phone Skills Broadly speaking, phone skills can be split into five different aspects to consider: Call answering Call ownership Call handling Call management Call closing We’ll be looking at all of them in further depth throughout this guide. But first let’s understand why phone skills are so important for your business. Why are Phone Skills so Important for Businesses? We said this in the introduction, but we’ll say it again to drive it home. Poor phone skills cost your business. A poor experience costs your company money. A customer who has a poor experience buying from you will go to a competitor who values their time. But it doesn’t just cost you that one purchase. Chances are, that customer won’t come back to you in their lifetime. A study showed that after just one negative experience, a whopping 51% of customers will never do business with a company again. It will also cost you valuable word-of-mouth-marketing. Research suggests the average customer tells a further 15 people about a poor service experience. So you’re losing those customers too. When all is said and done, bad customer service costs UK businesses around 37 billion a year. No small sum, is it? Yet many businesses seem to accept it as a normal cost of doing business. Instead of resolving internal issues revolving around customer service, they’ll plough funds into marketing campaigns to bring in new customers. This strategy comes with its own price — productivity. The Cost of Poor Productivity Let’s look at the average phone advisor’s 8-hour working day and figure out how they spend their time. We’ll immediately knock a couple of hours off for other tasks they need to get done throughout the day like replying to emails and meetings, so we’re down to 6 hours already. Out of those 6 hours, let’s guess half of them are taken up by service calls. By service calls, we mean queries, hidden complaints and other calls which are just taking up time. Whatever they are, if the initial service or interaction with your business had been better, the customer wouldn’t be calling. This can include anything from full-blown complaints to something as simple as checking the time of an appointment. Regardless of the severity of the call, both highlight issues with the customer experience and take up our agent’s time. Before you know it, our agent has lost half their day to service calls. Then half a week. Then half a month. Then half a year. All for calls that didn’t need to happen had the customer experience been improved in the first place. This time could have been spent on helping the business grow through following up leads or sales. You might think your business doesn’t spend 50% of their time handling service calls, but you may be surprised. From the many different businesses and industries we’ve helped become more productive, 50% service calls is a conservative estimate. Improving your phone skills can change all of this. Integrating Workflows and SOPs into Effective Phone Skills Effective call handling is a vital part of maintaining and building relationships with customers, and workflows and Standard Operating Procedures (SOPs) ensure consistency and quality in every interaction. Whether you are answering an enquiry, solving a problem, or following up on a lead, having a structured workflow can help streamline the process, reduce errors, and ensure that every conversation meets business standards. Why Workflows Matter in Phone Skills A workflow is a defined sequence of tasks that guide the communication process. For phone skills, this means having a clear and repeatable structure that ensures no steps are missed in customer interactions. Workflows help phone handlers manage time efficiently while staying on track with company objectives. For example, an inbound call workflow might include: Introduction : Greet the caller with a friendly tone and introduce yourself and your company. Clarification : Ask specific questions to understand the purpose of the call and ensure clarity. Action : Depending on the inquiry, provide answers, offer assistance, or connect the caller to the right department. Follow-up : Summarise the call, confirm the next steps, and ensure the caller feels satisfied with the outcome. Documentation : Record the details of the call for future reference, ensuring that all relevant information is captured. By embedding workflows into your phone skills, your team can handle a higher volume of calls efficiently, all while maintaining a professional and courteous tone. Standard Operating Procedures (SOPs) for Phone Interactions SOPs take workflows a step further by outlining the exact methods and standards to be followed. SOPs for phone skills define key behaviours, words to avoid, scripts to use, and even how to manage challenging situations. For instance, an SOP for handling irate customers could include specific steps like: Staying calm and composed, allowing the customer to vent their frustration without interruption. Reassuring the caller that their concern is being taken seriously. Offering a solution within company policy or escalating the issue to a supervisor if necessary. By adhering to these guidelines, every team member delivers a consistent customer experience, no matter who picks up the phone. This approach fosters trust, builds customer loyalty, and reduces the risk of miscommunication. Linking Workflows and SOPs to Business Efficiency Workflows and SOPs aren’t just tools for managing phone calls—they are integral to operational efficiency. Implementing these processes improves time management, reduces repetition, and ensures that all customer interactions align with company values and objectives. When staff know exactly how to handle different types of calls through clearly defined processes, it not only boosts productivity but also frees up time for higher-value tasks. By integrating well-structured workflows and detailed SOPs into your phone communication strategy, your business can ensure that every call contributes to creating a lasting, positive impression. The Benefits of Good Phone Skills It’s not all doom and gloom. If we change perspective, delivering great customer service phone skills come with amazing results for businesses. Customers are happy to spend up to 17% more to do business with a company that delivers excellent customer service ; and 7 out of 10 customers say they’ve done exactly that. These happy customers are good news for business because it’s up to five times more expensive to acquire a new customer than it is to keep an existing one. Because of this, increasing customer retention rates by even 5% can increase profits by up to 25%. All this research backs up what businesses profess to know, but so often ignore. To compete in today’s business world, companies must be customer-centric. Long gone are the days where businesses could compete on price or quality. The 21st century customer expects an outstanding omnichannel customer experience and for your business to be empathetic and ethical. Anything less will cost your business. With the risks and benefits regarding good customer service laid out, it’s clear to see how important good phone skills are. It’s one of the defining ways you interact with your customers. But as we said above, it’s not just how you answer a phone that matters. Your phone skills also include things like how well your company manages and handles calls, as well as how well you follow up after. Let’s look at all these different aspects in more depth. How To Improve Call Answering Skills Call answering is a hugely broad phone skill in itself. It’s one of the defining features of good customer service. Getting your call answering right is the difference between a happy customer and an unhappy one. This isn’t as simple as reading from a script. Your call answering should be guided by the principles of customer service . This means both understanding and listening to your customers, but also knowing the right actions to take. These key principles of customer service include: Be responsive Be knowledgeable Be consistent Be effortless Be human Be open Be proactive Be continuous They work incredibly well alongside the vital phone manners needed for customer service: Answer promptly Introduce yourself Be clear Be audible Match brand voice Listen Be positive Be polite Be helpful Understanding Your Customers All this starts with understanding your customer in the first place. You can’t help them if you have no idea what their motivations, needs or wants are. You can better understand your customers through customer empathy . Customer Empathy A nebulous concept, ever-changing depending on who you ask. But at it’s basic level, it’s the skill of understanding the needs and feelings of your customers. A definition we love is: “Customer empathy is the ability to empathise with your current and potential customers. It helps us understand the needs and feelings of customers and view things from their perspective. Customer empathy can be used by many different departments from customer service to product development to marketing.” In essence, customer empathy skills can help you become more customer-centric, improve your customer experience and increase your profitability. You can improve customer empathy in a lot of ways, but techniques you can implement with your team straight away include creating user personas and developing customer empathy maps. Developing customer empathy across an entire business is a little trickier. It involves changing the way businesses communicate from dated top-down communications to a flat organisation. Businesses need to value feedback from their customer-facing staff and create structured communications between those staff and other departments to allow for continual improvement of the customer experience, led by empathy. Overall, genuinely empathising with your customers can help improve phone skills in a huge variety of ways because understanding your customers’ needs can help you make more customer-centric decisions around your call management. This could be as simple as hiring more employees to reduce wait times. It could be through improving your UX experience to provide information frequently requested on calls. It could be through adding an automated follow-up email to reiterate information shared. The possibilities are boundless. Alongside empathy, businesses should be aiming for proactive customer service as the two go hand-in-hand. Proactive Customer Service All proactive customer service means is anticipating the needs of your customers and addressing them before they occur — and you don’t need to be a mind reader to do it. Companies currently rely too heavily on reactive customer service. This is where call advisors are just putting out fire after fire, as opposed to proactively growing their business by chasing leads and so on. Proactive customer service comes with a lot of benefits for business, all through increasing productivity and profitability It can free up your team from unproductive service calls It can boost brand authority through better experiences It can improve customer retention rates It can get you more online reviews and increase your search engine ranking positions It can improve your word of mouth marketing To implement proactive customer service in your business, you should be led by customer feedback, just like we mentioned for empathetic businesses. This can be through surveys, but you should also be monitoring your online mentions and investigating complaints. You should also be creating self-service content on your website so customers can help themselves with common queries, instead of having to contact you. Proactive customer service alongside customer empathy help lay the foundations of good call answering, ultimately helping your employees deliver a better customer service experience when they pick up the phone. Listening to Customers Once these foundations are in place, you can move onto addressing the phone skills more directly related to phone call answering. While manners are obviously a vital phone skill, many companies fall short in assuming this is the only phone skill employees should focus on. It’s not the case. There are few things more frustrating than feeling like you’ve not been heard. Chances are you’ve experienced at least one of these interactions in your lifetime. You’ve called up a company and explained the problem. But because they’re reading from a script, you’re not getting the answers you need. You’re frustrated, the agent is frustrated and everyone has a bad experience. Simply listening could have fixed the problem. This is why companies and agents who value active listening in customer service have better phone skills. Active listening helps build trust with your customers by showing them they’re not just any other customer. The agent wants to hear and help them as a unique individual. It helps your employees become more empathetic and all this feeds back into your business growth. There are many skills involved in active listening on phone calls, but the most important are: Verbalise understanding Don't interrupt Be empathetic Minimise distractions Repeat and summarise Use questioning techniques Be calm Be human Don't get stuck in your head Take notes Sometimes this means going off script, but your customers will love you for it in the long run. Customer Service Questioning Techniques As we hinted at above, active listening goes hand-in-hand with questioning skills. Any call advisor can tell you that a high proportion of the phone calls they get are queries. It’s so easy to assume that because the advisor has answered the given query the caller had, that you can write that off as a good customer service experience. But it’s not the case. The reality is, your company and your employees are the experts of your service or product. Your customer isn’t. Sometimes, this means customers won’t have the knowledge to know the questions they need to ask in the first place. This makes questioning a vital phone skill. You can deliver better customer service by not only actively listening, but by utilising the right questions to ask customers to get to the root of issues and deliver the best possible outcomes. This is why call advisors should be trained in customer service questioning techniques . This phone skill goes beyond the simple, “ how can I help you today? ” opening question, to instead knowing what different types of questions to ask to get the most valuable information out of customers. This could include: Open questions Closed questions Funnel questions Probing questions Clarifying questions TED questions Leading questions How To Deal With Upset Customers Of course, occasionally it seems bad customer experiences are unavoidable. For phone advisors, this is often due to some other interaction with your business and the first they’re hearing of it. In these instances, they should be confident in their phone skills to handle these interactions, as well as trained in how to deal with difficult customers . Conflict resolution is, after all, a vital customer service skill, but often it seems to be a phone skill that call advisors find more difficult to develop. Dealing with upset customers involves understanding the different types of difficult customers and knowing how to deal with them individually. For example, you wouldn’t take the same approach when dealing with an entitled customer as you would with a very frugal one. Some basic tips to follow when dealing with difficult customers include: Don’t take it personally Be empathetic Listen Take ownership Keep calm Be transparent Know when to escalate Verbalise your understanding Use and share resources If all else fails, remember they’re only human! The companies who set themselves apart from the competition are those who go beyond the bare minimum complaints handling process with service recovery strategies. Service Recovery So many companies deal with complaints poorly because they follow a set process and refuse to go outside this process for each unique problem. You’ve likely seen the copy and paste, hollow apologies for poor TrustPilot reviews. These are a great example of how not to resolve a complaint. Service recovery focuses on recognising customer expectations and meeting them in order to rectify the situation. Moreover, there's a great reason to do so because of the service recovery paradox. This theory suggests that customers who have a negative experience, but receive a great and prompt resolution, will be more loyal customers than those who had the standard customer experience you offer. Sounds odd, but it makes sense when you give it a little thought. After all, you’ve been given the opportunity to prove to your customer how much you value their business. If you perform great service recovery, it’s logical that you’d end up with a more loyal customer. Overall, with great service recovery, unhappy customers aren’t just a cost of doing business. They’re a huge opportunity that can benefit your business with the right strategy and phone skills. For the proactive customer-centric business, resolving the complaint isn’t the end of the process. Complaints should be analysed and examined to figure out root causes and how they could be avoided in the future. This ties into a larger process of continual improvement across the business, ensuring the customer experience is always evolving. Implement Call Ownership Call answering is intrinsically linked with call ownership. Many companies fail to address this vital element in their sales and service skills and their customer experience suffers because of it. If you’re not familiar with the concept, we’ll use an example we’re sure you’ll be familiar with. A customer has called up with a query and Agent A answers the phone. Agent A isn’t sure, but another department will know. They tell the customer they will email them the information once they have it. After the call, Agent A emails the other department. The department takes a while to pick up the email. Customers aren’t their priority after all. But they do eventually email it back to Agent A. They don’t know Agent A is on holiday by the time it’s gone back to them. Agent B, who is covering, sees the email. They don’t know what it’s in regard to, so they ignore it. The customer calls back a week later and Agent C answers the phone. What was once a query is now a complaint. Agent C tells them they’ll look into it. But Agent A is still away and their manager is unavailable that day. They drop their manager an email and assume it will get resolved at some point. By this point, the customer is exasperated. They’ve left a bad review on Google and TrustPilot. They’re further antagonised by the auto-response they receive on their reviews with an empty apology, asking them for contact details the company already has on record, so they can look into it further. Now ask yourself... who’s fault was the complaint? No one’s really. It’s a culture problem. Specifically, a company culture lacking in ownership. If any of the employees involved had taken ownership over the query, it could have been resolved. Agent A could have met with the department. Agent B could have called the customer to get more information. Agent C could have made resolving it a priority. Without call ownership, issues multiply and bad customer service reigns supreme. Whereas in a company where employees are encouraged to take ownership in customer service, your customers reap the rewards. Problems are resolved faster, customers are happier and your business productivity and profitability improve. Much of call ownership comes down to empowering your employees and increasing their well-being. An unmotivated, burned out employee who feels like the company doesn’t care about them is unlikely to want to take ownership. A happy employee who is shown they are valued and appreciated within a business is far more likely to take ownership. With that foundation established, call ownership comes down to communication through powerful conversations. It doesn’t mean simply taking the blame for the company, but expressing and showing that you personally are concerned with a customer’s issue and you have a genuine desire to resolve it. Overall, call ownership is a phone skill that needs developing not solely by individual employees, but across the company. Call Handling Skills Improve the Customer Experience Business phone skills also extend to the way you handle calls as it impacts the overall customer experience you deliver. Let’s say you call up a company with an issue. You’re not annoyed when you originally call them. But then you’re on hold for half an hour before you even speak to a human. When you finally do speak to a human, they tell you you’ve gone through to the wrong department and they’ll transfer you. You wait on hold, again, before you eventually get through just to be cut off. Obviously, this is an extreme example of bad call handling skills. But it happens a surprising amount, even in large, well-established companies. Perhaps even more so for these companies. This is often because companies simply outsource this aspect of their business without giving it much analysis or thought. But for smaller and medium-sized companies, this process is dealt with internally and should be given due attention and consideration. There are clear call handling skills that can be taught to employees. These include things like manners and tone, but also summarising the call, as well as internal knowledge of where to direct calls to. Companies who want to follow call handling best practices should therefore be analysing call handling regularly to see where it can be improved and where the weaknesses lie. They can use this information to develop phone skill best practices which can be shared with employees to ensure the best possible customer experience every time. Call Management Skills Transform Customer Service Call management looks at the bigger picture of phone skills within your business. It’s an important - and often overlooked - aspect of your process. Businesses should be reviewing their call management processes continually. Without knowing the unique ins-and-outs of your business, it’s difficult to say exactly what this would look like in your business. It could mean assessing how inbound and outbound calls are managed and whether it could be done better. It could be reviewing your current call management software to see whether it needs to upgrade to more modern technology. It could be researching new call management features which could improve your customer service. There is no one size fits all rule to call management skills, but there are many best practices which may help your business improve your phone skills overall. Call Closing Techniques to Maximise Profitability Last, but by no means least, the close. Many sales people will tell you the close is the most important aspect of the call. They’re not wrong either, it’s a vital phone skill. There are literally hundreds of call closing techniques to pick from. From the tried-and-tested to more phone sales skills. These vary depending on the type of calls you’re dealing with; whether it’s a sale, a lead or a service call. But having set processes in place for the different types of calls will ensure you’re not missing out on opportunities. This is why so many businesses have scripts with a variety of customer service closing statements for their agents to pick from to deliver better customer service. From the most famous, “ is there anything else I can help you with? ” to summarising the call, these scripts have their place. This said, they do need regular evaluation. Companies should ask themselves how well ending scripts fit with their ethos and whether there are better options available. Just because something is working okay doesn’t mean it couldn’t work better. The Follow Up The nature of the 21st century customer means the close is no longer really the close. Customers interact with brands across many different channels and platforms, creating a omnichannel experience. Because of this, the customer service follow up has never been more important. Whether this is sending a thank you email, asking for a review or offering an incentive to purchase again, it’s so important that your company doesn’t miss this vital step of the process. Automated marketing can help you manage these aspects to ensure you don’t miss key follow ups. This can extend the lifetime value of your customer and ensure your customer service is bar none. So there you have it, basic telephone skills training. But knowledge is just half the battle. You need to implement all these changes. Not only that, but you need to implement them in a way that is both manageable and sustainable. It’s no easy feat. That’s where we come in. Awardaroo can help you improve your phone skills with our unique telephone skills training course. Our course is bespoke. This means we get to know your business and the unique challenges you’re facing. We then take all of this into consideration when planning your training programme to best help your employees reach their full potential. 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

Business Coaching for Self Storage Companies Get ahead of the competition with bespoke business coaching for your industry. Our self storage business operating system will help you gain a greater market share and your business run more efficiently. We’ll help you become more productive, without losing what makes your business unique. Self Storage Business Improvement Programme Our self storage business coaching improves personal, professional and business productivity. This means we don’t want to change what you do entirely, we want to perfect it. Unlike most other businesses, customers of self-storage businesses are often facing a lot of change in their lives. We recognise this and know that your interactions with them are part of the key to your success. Learning how to flawlessly execute your unique way of working sets you apart from competitors. Our business productivity solutions ensure your business can do this long term by focusing on operational excellence. Self Storage case study . Sales and Service Training for Self Storage Businesses Sales and service training for self-storage businesses enhances phone etiquette , ensuring professional and efficient customer interactions. This creates a positive customer experience, increases inquiries conversion, and builds trust. Clear communication about unit availability, pricing, and amenities promotes bookings, secures long-term rentals, and strengthens customer loyalty, driving business growth. Operational Excellence for Self Storage Companies Long-term growth and profitability are dependent on operational excellence, innovation and service. Without them, your business will struggle to reach its full potential. We believe the success of every business comes down to all staff members. That’s why we implement a better, refreshed organisational structure. Our structure empowers staff and allows them to share the ideas that can help your business thrive. Our self storage business productivity plan will help you set clear goals, bring consistency to your business and brand and deliver outstanding service. What Our Small Business Plan Delivers ● Increased profitability ● Positive working culture ● Improved employee engagement ● Improved efficiency ● Increased competitive advantage ● Enhanced customer relationships Get in Touch Tell us about a challenge or question you have. First name* Last name* Company name Email* Submit

Common Mistakes in SOPs: How to Create Clear and Effective Procedures Discover the most frequent mistakes in SOP creation and management, from overcomplicating procedures to poor version control. Learn practical strategies to avoid these errors and ensure SOPs are clear, up-to-date, and effective. Despite the best intentions, organisations often make critical mistakes when creating and managing Standard Operating Procedures (SOPs). These errors can lead to confusion, inefficiency, and even non-compliance, undermining the effectiveness of the entire SOP system. We’ll explore the most common mistakes businesses make with SOPs and provide practical strategies for avoiding them. 1. Overcomplicating the SOP One of the most frequent mistakes is making the SOP unnecessarily complex by including excessive details, technical jargon, or irrelevant steps. SOPs should provide clear, actionable instructions that can be easily understood and followed by all employees. Why This Happens Assumption of Expertise : SOP writers often assume that employees have the same level of technical knowledge, leading them to include complex terms and explanations that may confuse the end-user. Trying to Cover Every Scenario : Organisations sometimes attempt to cover every possible exception or variation within a single SOP, which makes the document overly long and difficult to navigate. How to Avoid It Focus on Simplicity and Clarity : Keep the language simple and avoid unnecessary technical jargon unless it's essential. Always ask, "Will this be understood by the person performing the task?" If the answer is no, simplify the language. Example : Instead of saying, “Ensure the system operates at optimal capacity by adjusting the hydraulic output to the corresponding PSI setting based on fluid dynamics,” say, “Set the pressure to 150 PSI using the control knob.” Break Complex Processes Into Sub-SOPs : For processes that are long or complex, break them into smaller, more manageable SOPs. This reduces information overload and makes each procedure easier to follow. Example : Instead of writing one SOP for "Factory Equipment Maintenance," create separate SOPs for different machines or procedures, such as "SOP for Conveyor Belt Maintenance" and "SOP for Lathe Machine Calibration." By focusing on simplicity and breaking down complex processes, organisations can ensure that SOPs are more user-friendly and effective. 2. Vague or Ambiguous Instructions Another common mistake is failing to provide clear, specific instructions. Vague language can lead to confusion and inconsistency, as different employees may interpret the SOP in different ways, leading to variations in how tasks are performed. Why This Happens Lack of Precision : Writers may assume that certain steps are “common sense” or that employees will know how to fill in the gaps. This can result in incomplete or ambiguous instructions. Unclear Responsibilities : SOPs sometimes fail to clearly assign responsibility for each task, leaving employees uncertain about who is accountable for specific steps. How to Avoid It Use Actionable, Specific Language : Each step in the SOP should be a clear, concise directive. Use action verbs like “press,” “install,” “check,” and “record” to eliminate any ambiguity. Example : Instead of writing, “Check the machine regularly,” specify, “Check the machine’s oil level every 6 hours using the dipstick.” Assign Clear Roles and Responsibilities : Ensure that each task within the SOP is assigned to a specific role or person. This removes ambiguity and ensures that every step is carried out by the right individual. Example : “The Line Manager will inspect the machine daily,” or “The Technician will replace the filters every 500 operational hours.” Clear, actionable instructions and well-defined responsibilities ensure that all employees know exactly what to do and who is accountable for each part of the process. 3. Failing to Update SOPs Regularly SOPs that are outdated or don’t reflect current practices can lead to inefficiencies, errors, and even compliance violations. Failing to review and update SOPs as business processes, technologies, or regulations change is a significant oversight. Why This Happens Set-It-and-Forget-It Mentality : Once an SOP is written, organisations sometimes assume it will remain relevant indefinitely, leading to neglect in updating it as conditions change. Lack of Ownership : Without a designated person or team responsible for maintaining SOPs, updates may be overlooked or delayed, especially during periods of rapid organisational growth or change. How to Avoid It Schedule Regular Reviews : Establish a formal process for reviewing all SOPs at regular intervals—at least annually, or more frequently for critical or compliance-related SOPs. Set reminders in your Document Management System (DMS) to trigger these reviews. Example : Set a biannual review schedule for all SOPs related to regulatory compliance or critical operational tasks. Assign SOP Ownership : Each SOP should have a designated owner (such as a Process Owner or Compliance Officer ) responsible for ensuring it stays up-to-date. The owner is also accountable for coordinating updates when changes occur in technology, regulations, or internal processes. Example : Assign a Quality Assurance Manager to be responsible for all SOPs related to product testing, with the authority to update them as needed. Regular updates ensure that SOPs remain relevant, accurate, and compliant with industry standards or regulations, preventing costly errors and inefficiencies. 4. Poor Version Control Without proper version control, employees may unknowingly follow outdated SOPs, leading to inconsistencies in processes and potential safety or compliance risks. Failing to track changes or implement version control can result in confusion and operational disruptions. Why This Happens No Centralised Management System : Many organisations don’t use a formal system to manage SOPs, leading to multiple versions of the same document circulating among employees. Lack of Tracking and Approval Processes : Without a structured review and approval process, updates to SOPs may not be properly documented, and employees may not be notified of changes. How to Avoid It Use a Document Management System (DMS) : A DMS is essential for tracking different versions of SOPs, ensuring that employees are always using the most current version. The system should include features like version history, change logs, and automatic notifications for updates. Example : Use a DMS like MasterControl or SharePoint to automatically notify employees when a new version of an SOP is published, ensuring that everyone has access to the latest version. Maintain a Version History : Each SOP should include a version control table that logs when changes were made, what was updated, and who approved the changes. This provides transparency and accountability, making it easy to track revisions. Example : Include a version control table at the beginning or end of each SOP document, showing details like version number, date of revision, reason for update, and the approver’s name. Implementing proper version control helps prevent employees from following outdated or incorrect SOPs, ensuring consistency and compliance across all operations. 5. Lack of Employee Training and Engagement Even the best SOPs can fail if employees are not properly trained on how to follow them. Lack of employee engagement with SOPs often results in inconsistent execution, non-compliance, and a failure to meet operational or regulatory standards. Why This Happens Assumption That Employees Will Read the SOP : Many organisations assume that once an SOP is distributed, employees will take the time to read and understand it on their own, without formal training. Poor Communication : Employees may not be adequately informed about updates or changes to SOPs, leading them to rely on outdated procedures. How to Avoid It Formal Training Programs : Implement formal training programs whenever a new SOP is introduced or an existing one is updated. Training should include hands-on demonstrations, simulations, or digital learning modules to ensure employees understand and can apply the SOP. Example : Use a Learning Management System (LMS) like TalentLMS to assign SOP training courses to relevant employees, tracking their progress and completion. Certification and Testing : After training, test employees on their understanding of the SOP through quizzes, practical assessments, or simulations. Require certification for employees performing critical tasks to ensure that they are fully trained. Example : In a laboratory environment, require lab technicians to pass a certification exam after completing training on new safety protocols. Ongoing Refresher Courses : SOPs should not be introduced and forgotten. Schedule regular refresher courses to ensure employees continue to follow the procedures correctly over time. Example : In a healthcare setting, conduct annual refresher training for clinical staff on patient care protocols to ensure ongoing compliance with healthcare standards. By ensuring that employees are properly trained and engaged with SOPs, organisations can increase adherence, improve consistency, and reduce the risk of errors or non-compliance. 6. Not Tailoring SOPs to the Audience A one-size-fits-all approach to SOP writing often leads to confusion. SOPs need to be tailored to the specific audience that will be using them, considering the expertise and experience of the end-users. Why This Happens Using the Same SOP for Different Roles : Some organisations create a single SOP that they expect all employees to follow, regardless of their specific roles or experience levels. This can result in information overload or confusion for less experienced employees. Lack of User-Centered Focus : SOP writers may focus too much on technical details without considering the practical needs and limitations of the employees performing the tasks. How to Avoid It Segment SOPs by Role : Create different versions of the SOP for different roles or experience levels. For example, senior technicians might need more technical details, while entry-level employees might require simpler instructions and more visual aids. Example : Develop one SOP for machine operators that includes basic operational steps and safety instructions, and another, more detailed SOP for maintenance engineers focused on troubleshooting and repair procedures. Use Visual Aids : For complex procedures, use visual aids like flowcharts, diagrams, or screenshots to make the SOP easier to understand, especially for employees who may not have technical backgrounds. Example : In an IT support SOP, include annotated screenshots that guide users through troubleshooting steps in a software program. Tailoring SOPs to the specific needs and experience levels of the end-users ensures that they are easy to follow, reducing errors and improving adherence. 7. Failing to Incorporate Feedback SOPs that fail to evolve with employee input and real-world application often become ineffective over time. Neglecting feedback from the employees who use SOPs daily can lead to frustration, inefficiencies, and poor adherence. Why This Happens Top-Down Approach : Some organisations rely solely on managers or external consultants to write SOPs, without consulting the employees who will actually be following the procedures. Lack of Feedback Mechanisms : Without a formal system for gathering employee feedback, organisations may overlook practical insights from the people who are most familiar with the processes. How to Avoid It Encourage Employee Input : Create formal channels for employees to provide feedback on SOPs. This could be through suggestion boxes, regular team meetings, or digital feedback platforms. Actively encourage employees to report any inefficiencies or issues they encounter. Example : In a manufacturing plant, hold regular feedback sessions with floor workers to discuss potential improvements to the SOPs governing equipment operation. Act on Feedback : Take employee feedback seriously and incorporate practical suggestions into future SOP revisions. Not only does this improve the SOP, but it also boosts employee engagement and ownership. Example : If several employees report that a step in the SOP is unnecessary or time-consuming, consider revising the procedure to streamline it. By incorporating feedback from the employees who use SOPs daily, organisations can ensure that procedures remain practical, efficient, and aligned with real-world operational needs. Conclusion Creating effective SOPs requires careful attention to clarity, simplicity, and continuous improvement. By avoiding common mistakes like overcomplicating procedures, using vague language, failing to update SOPs, and neglecting employee training and feedback, organisations can ensure that their SOPs are practical, relevant, and effective. Properly designed and managed SOPs are powerful tools for driving operational efficiency, ensuring compliance, and minimising risk across all areas of the business. 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

Valuation Architect Course 99% of small business owners are making these mistakes. Are you a small business owner working tirelessly to grow your company but not seeing the results you deserve? If so, you’re not alone. Learn the common mistakes 99% of small business owners make costing them hundreds of thousands of pounds and affecting their personal lives Discover the right way to grow your business. Sign Up P.S. Taking action now can save you from losing thousands of pounds and reclaim precious time for yourself and your family. Let's turn those costly mistakes into powerful growth opportunities together! Send Me Webinar Dates Thanks for submitting! We'll get back to you shortly. Testimonials "I’ve been running a small construction company with a dedicated team of eight for 22 years and always felt I should be making more money than I was. Paul has been helping me improve my estimating, scheduling, and tracking to create bigger margins and improve productivity. He clearly relates project delivery performance to business financials. Most importantly, Paul is helping me plan what to do with the business next. I have always wanted to make my company more profitable and potentially create something to sell or leave as a legacy. Paul is driven, very patient, and knowledgeable. I believe that if I persist, I will finally achieve mastery." Tracy, Construction Company Owner Clear net profitability goals and execution plan Real accountability Holistic approach improving every business area Market Share Increased by 10% Instructions Increased by 69% Listings Increased by 73% Mitch Mitchison, Estate Agent General Manager "I would highly recommend Paul to anyone running a business where personal interaction with customers is important and where they want to improve that engagement in a meaningful and effective way." Martyn Russell, Estate Agent Owner "I can highly recommend Paul for his business coaching skills as it goes well beyond what was originally expected. Paul cares about our Business, they have improved staff engagement, raised our service levels, and improved enquiry levels." Kerry Newstead, Estate Agent Partner "The coaching has helped us to recognise more opportunities on the calls, we are much more aware now of how a call can be managed more profitably." Davinder Gharial, Estate Agent Business Owner "Paul contributed to us winning the ‘Best Estate Agent Guide – Exceptional’. The staff that engaged with the service really saw the benefits in improved call outcomes.

Maximise Business Value with Smart Operations Enhance your brand’s value and drive business growth We'll challenge your ideas about how to grow a business, delve into the mindset of you and your team, and question every assumption you've made about driving business performance. Together, we'll unravel outdated habits, embrace value-driven principles, and align your efforts with strategies that boost not only your bottom line but also your impact on people and the planet. We implement a smart operations "Efficiency First" principle to optimise business workflows and maximise value across all aspects of business operations to unlock untapped potential, drive operational excellence, and create sustainable competitive advantages. 5-T Smart Operations Framework Increased Efficiency: Streamlined processes lead to quicker turnaround times and reduced waste. Cost Reduction: Optimised resource allocation results in significant savings and lower operational costs. Higher Productivity: Enhanced workflows empower employees to accomplish more in less time. Improved Customer Satisfaction: Faster response times and higher-quality service creates greater customer loyalty. Enhanced Competitiveness: A more agile and efficient operation positions the business ahead of competitors in the market. Projects: The Foundation of Smart Operations — Margins, Delivery, and People-Driven Change Projects form the foundation of smart operations by driving targeted, measurable improvements that align directly with business goals. By breaking down complex objectives into well-defined projects, businesses can refine processes, optimise resources, and integrate best practices into daily workflows. High-Performance Workflows enable smart operations by aligning business 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 projects to enhance operations, strengthen your brand, and build a more resilient, high-performing business. 1 Project Management Project management ensures seamless product or service delivery by balancing scope, resources, and timelines to meet strategy, sales, service and operational requirements. 2 Business Management Business execution maximises margins by driving operational efficiency, cost control, and strategic alignment to deliver optimal profitability and minimise risk. 3 Change Management Change management engages and equips people to adapt to new workflows, enhancing morale and ensuring sustained success in organisational transformation. 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

Why Enter Business Awards? Business awards aren't a PR exercise. They're an opportunity to grow and increase your profitability. Learn why your company should enter business awards. Entering business awards is a lengthy and time-consuming process. Sure, it’s nice to receive recognition for all your hard work, but is it really anything other than an PR exercise? We’re here to argue that yes, it absolutely is! We’ve helped transform many businesses into award-winning companies through our business improvement programme (hence the Awardaroo name!) and there are many reasons why your company should enter business awards. Why Enter Business Awards? It’s undeniable that entering business awards is good for PR, but it’s so much more than this. Business awards can actually help your company grow. Let’s look at how. Increased Competitive Advantage and Differentiation From a Honed Unique Selling Proposition (USP) You and your competitors likely already match up on price, quality and more. What’s left to compete on? What’s your USP? Now compare yourself to your competitor if you had an industry award showing you’re the best at what you do. Who do you think your potential customers will buy from? Winning a business award can help increase your competitive advantage as it provides social proof for customers during their journey. It can help set you apart from a crowded market and increase your profitability. Enhanced Social Proof and Social Influence As we’ve just mentioned the concept, it’s worth expanding on social proof. Because it’s a big deal for businesses. Social proof is a powerful psychological phenomenon. It’s the idea that when we see others doing things, we’re more likely to copy that behaviour. It’s why we ask friends for recommendations and look for online reviews. Business awards are another great piece of social proof for customers and for other businesses. They increase your trustworthiness, because it’s not only you saying how great you are. The evidence is in plain sight. Increase Recognition, Staff Motivation and Engagement Entering business awards helps your business be recognised as the market leader it is. But it also helps recognise the incredible work your staff put in. Especially if you attend an awards ceremony, this can be a morale boost to your employees . But even without attendance, winning a business award is a great motivator. Your staff know they’re doing a great job and they’ll be more motivated to continue to do the same going forward. Increase Brand Awareness and Networking Opportunities at Award Events Entering business awards helps increase your brand awareness. Even if you don’t win, as a minimum other businesses will become more aware of your brand’s presence in the industry. If there’s an award ceremony, you’ll also gain a valuable opportunity to network with many business owners for the evening. The award organiser will also likely have quite a bit of publicity prior to the event, via email and social media. This can help put new eyes on your brand. If you do win, you’ll continue to enjoy increased brand awareness long after the event. Rare Free Marketing Opportunities to Promote Your Brand As the saying goes, nothing in life is free. But in this instance at least, you get free marketing opportunities you wouldn’t usually. Not only will your site be mentioned on the website of the award provider, but in all their own campaigns to promote the event. It’s also a great opportunity for you to create your own unique content for your website and have something to talk about on social media, as well as engage with other brands and industry experts. Increase Brand Authority and Industry Recognition as an Industry Expert Closely linked to social proof, winning a business award makes you appear more trustworthy to customers. It establishes you as the expert in your field, which can go a long way in increasing brand authority for customers and other businesses. Increase Customer Loyalty and be Seen as Highly Trustworthy Customers always want to stay with businesses they perceive as being the best. 86% of customers are willing to pay more for a great customer experience. As your business awards increase your brand authority and competitive advantage through social proof, they’re an intrinsic part of your customer experience. Customers are more likely to stick with your brand provided you maintain an excellent customer experience because you’re the safest and most trustworthy option. Increasing customer loyalty is great news for your profitability. 60% of customers will purchase more frequently from brands they’re loyal to, while 50% of customers will make more purchases with brands they’re loyal to. Increase Your Profit Margins with Higher Pricing We mentioned above, but customers are willing to pay more for a great customer experience. As an award-winning business, you can increase your price point to allow for higher profit margins, knowing your customers will still happily stick with you because you’re the best at what you do. This increased profit can be pumped directly back into your business to help you grow. You can hire more staff to continually improve and develop your customer experience and your product or service. Ultimately, it allows you to further enhance your competitive advantage and remain a market leader in your industry. Attract the Best Talent and Build Your own Award Winning Team “Why do you want to work here?” It’s a dreaded question in job interviews. Often candidates are left scrambling for an answer which isn’t the honest answer of, “ I need a paycheck ”. The reality is to attract the best talent , companies need to do more than the bare bones of offering the basics like a pension and statutory holiday. Being an award-winning business helps build up your image to potential candidates to help you attract the very best talent for your business. This can help you build award-winning teams that will continually grow your business. Develop Strategic Alignment and Improved Internal Communications What’s your mission? At times, companies can completely lose sight of their overall direction. Growth, of course, but how do you achieve it? Entering a business award and positioning yourself in the wider marketplace can help you evaluate your overall mission and align your internal strategic direction to accompany it. As part of the award entry submission process, you’ll need to talk all about your vision for your company . Discussing and writing about this can help remind you just what it is you believe in and want to achieve for your business. Boost Sales With Increased Industry Recognition and Exposure Overall, winning awards can help improve your profitability through sales. Research suggests award-winning businesses may have a sales boost of up to 37% . Be an Award-Winning Business Chances are, you won’t win awards if your business doesn’t actually reflect a business worthy of winning one. By far the greatest benefit of business awards comes from being a business with an award-winning mentality. These businesses aren’t simply entering awards for the sake of some free publicity, but because they are led and driven by principles of continual improvement. What we mean is, they’re great businesses not because of the awards, the awards are just a perk of being a market leader. How to Get Business Awards and all the Business Benefits Now you know why enter business awards, you need to figure out how to get them. This starts by figuring out what type of business award you want to aim for. There are many different categories of business awards. A virtually endless list in fact! You need to find a business award that suits your industry, mission and the size of your business to give you the best chance of winning. As there are so many business awards available, you’ll also want to vet the different business awards you look at as some are more reputable than others. You can start by narrowing down whether you’d like to aim for an industry-specific award or a wider business award. This will help narrow your search down considerably. You can also narrow it down further by deciding whether you’d like to enter local awards, regional awards, national awards or international awards. Much of this decision will come down to the size of your company. For example, a small local business has a much better chance of winning a local business award than an international one! Other common categories of business awards include: Social impact awards Senior leadership awards Consumer product awards Quality marks As we said above, because there are so many different types of business awards, to give you the best chance of winning, you’re best off choosing a business award category that aligns well with your brand and vision. Once you’ve decided which business award you’d like to enter for, you need to create an award-winning entry submission. What’s the Award Entry Submission Process? Award entry submissions vary, a lot! Where one business award might only need a simple document filling out to enter, others will need all sorts of resources like video reels and portfolios. This means it can be an incredibly time-consuming process to win the best business awards. That’s where we come in. We create award-winning businesses, but as part of that process, we’ve written a lot of award-winning entries to help get more UK SMEs recognised as the productivity powerhouses they are! We handle every part of the award entry writing process for you. We’ll get to know your brand, tell your story and gather any resources needed for your award entry submission. You can find out more about our award entry writers on our site. 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

Business Coaching for Plumbing Companies Stay ahead of the competition with business coaching for plumbers and plumbing companies. Our business operating system for plumbers will help you grow your market share locally through running your business more productively and efficiently. Plumbing Companies Business Coaching Our business operating system improves your business productivity. We won’t want to change what you do, but perfect it. Happy customers are the key to a successful plumbing business. Your interactions with your customers are the key to your success so you maintain a great reputation for new customers as well as a great customer retention rate. This is why we put a strong focus on strengthening your customer interactions through operational excellence. We ensure that every one of your customers has a positive experience with you, every time. Sales and Service Training for Plumbing Companies Sales and service training for plumbing companies enhances phone interactions , ensuring professionalism and efficiency. This boosts customer satisfaction, secures more service appointments, builds trust, and fosters long-term client relationships, driving business growth. Operational Excellence for Plumbing Companies Whether you’re an independent plumber or a larger plumbing company, you’ll need great customer service, skill and operational excellence to achieve long-term growth and profitability for your business. Without any of them, your business will struggle to thrive long-term. We believe the success of every business comes down to its staff members and their interactions with employees. This is why as part of our coaching, we implement a better organisational structure. Our structure empowers staff, allowing them to share their innovations and ideas that can help your business thrive. It will also increase positivity across your business, driving more positive customer interactions. Our plumbing companies business productivity plan helps you set clear goals. We’ll bring consistency to your brand and business so you deliver outstanding service, every time. What Our Business Coaching For Plumbing Companies Delivers Increased market share Increased profitability Better working culture Improved employee engagement Improved efficiency Enhanced customer relationships Get in Touch Tell us about a challenge or question you have. First name* Last name* Company name Email* Submit

What is business waste management? From overflowing landfills to toxic waste dumps, the impact of our corporate waste on our environment is far from desirable. Published on: 22 Jun 2023 With businesses generating thousands of tonnes of waste yearly, it’s no surprise that our planet is struggling to keep up. Waste created by businesses is a problem for the environment and the bottom line. Organisations that can reduce their waste can often increase profits and improve their sustainability. In a world where resources are increasingly scarce, looking for ways to reduce waste throughout a business operations is essential. What is business waste management? Waste management is essential to preserving our planet and ensuring its sustainability. With increased awareness about environmental issues, more people are becoming conscious of their waste management practices. Waste management involves collecting, transporting, processing, disposing, and monitoring waste materials. It manages all types of waste, including solid, liquid, and gaseous, and aims to minimise environmental impact while protecting public health. Effective waste management practices typically involve a combination of strategies, including waste reduction and recycling and the safe and responsible disposal of any remaining waste. This can affect the use of landfills, incineration, composting, and other techniques designed to minimise the environmental impact of waste. This has led to the development of new technologies that help reduce the waste generated and ensure it is disposed of properly. Effective business waste management support UN SDG12 , responsible production and consumption. Sustainable consumption and p r oduction is about doing more and better with less and decoupling economic growth from environmental degradation, increasing resource efficiency and promoting sustainable lifestyles. There are various methods of waste management. There are many ways to manage the waste we create , from composting to recycling. Taking care of our waste is essential to protecting our planet. 1. Source Reduction: This involves minimising waste generated by changing production, consumption, and product design patterns, for example, using reusable bags instead of single-use plastic bags. 2. Recycling: This involves the collection, separation, processing, and reuse of materials that would otherwise be thrown away, for example, recycling paper, plastic, metal, and glass. 3. Composting: involves the natural breakdown of organic waste materials, such as food and yard waste, into a nutrient-rich soil amendment that can enrich the soil. 4. Landfills: This involves the disposal of waste in a designated landfill area. Modern dumps are designed to minimise the environmental impact of waste disposal by capturing and treating leachate and landfill gas. 5. Incineration: This involves the burning of waste materials at high temperatures. The generated heat can produce electricity, and the residual ash can be safely disposed of in a landfill. 6. Hazardous waste management: This involves the safe and proper handling, storage, and disposal of hazardous waste materials, such as chemicals, batteries, and electronics. The choice of waste management method depends on factors such as the type and quantity of waste, local regulations, and available infrastructure. A combination of waste management methods should achieve the most efficient and sustainable waste management system. What is e-waste? E-waste, also known as electronic waste, is a term used to describe discarded electronic devices such as computers, televisions, mobile phones, and other electronic equipment. E-waste is generated when electronic devices are no longer needed, obsolete, or replaced by newer technology. E-waste can pose a significant environmental threat if not disposed of properly. Electronic devices contain many toxic and hazardous materials, such as lead, mercury, cadmium, and brominated flame retardants. When these materials are not disposed of properly, they can leach into the soil and water, causing pollution and posing a health risk to humans and wildlife. Therefore, recycling and adequately disposing of e-waste is vital to reduce the environmental impact of electronic devices. Many countries and organisations have implemented e-waste recycling programs to ensure that electronic devices are disposed of safely and responsibly. These programs involve collecting, processing, and recycling e-waste to recover valuable materials and minimise the environmental impact of electronic devices. Electronic waste, or e-waste, is a growing global problem due to the increasing amounts of discarded electronics . In 2023, until the end of April , 16,765,000 tons of electronic waste have been thrown out. It’s a shocking amount, and it’s getting worse as our tech addiction grows more vital. E-waste often contains valuable resources that can be recovered and reused in new products . This makes e-waste a vital issue to address to reduce environmental damage while preserving valuable resources. Examples of e-waste include: Computers and peripherals, such as monitors, keyboards, and printers Mobile phones and other handheld devices Televisions and other electronic appliances, such as refrigerators, air conditioners, and washing machines Electronic toys and games Batteries and chargers Audio and video equipment, such as DVD players and stereo systems Medical equipment, such as X-ray machines and laboratory instruments Solar panels and other renewable energy equipment Cables and wiring Electronic components, such as circuit boards and hard drives Five simple steps to dispose of domestic e-waste: Getting rid of old gadgets can be a hassle, but it’s essential to do it right. Not only do we need to prevent environmental pollution, but we also want to make sure we recycle valuable materials. 1. Donate or sell: If your electronic device is still in working condition, consider donating it to a charity or selling it to someone who can use it. 2. Recycle: Many cities have e-waste recycling programs that allow you to drop off your electronic devices at designated locations. These programs ensure that electronic devices are properly recycled and that hazardous materials are disposed of safely. 3. Manufacturer take-back programs: Many electronics manufacturers offer take-back programs that allow you to return your old devices to the manufacturer for proper disposal. 4. Find a certified e-waste recycler: Look for an accredited e-waste recycler who follows responsible recycling practices and does not export e-waste to developing countries. 5. Erase personal data : Before disposing of your electronic device, be sure to erase any data. Proper disposal of e-waste is vital to prevent environmental and health hazards. How can businesses measure waste reduction? There are several ways that companies can measure their progress in reducing waste. The first step in waste reduction is to conduct a waste audit. This involves assessing the types and amounts of waste generated by your business. It will help you identify the areas where waste can be reduced and set targets for future waste reduction. By conducting periodic audits, companies can identify trends in their e-waste generation and track progress towards their reduction goals. Track your waste reduction progress ; you can measure waste metrics such as the overall amount of waste generated, the amount of waste diverted from landfill, and the cost of waste disposal. You can use this data to set targets for reducing waste and to identify areas where improvements can be made. A waste management plan can help businesses reduce waste and track progress. A waste management plan outlines a business’s actions to reduce its waste, including setting reduction targets and identifying specific waste reduction initiatives. There are several waste management software options available that can help businesses track their waste reduction progress. These systems provide real-time data on waste generation and disposal and can help companies identify improvement areas. By measuring waste reduction , businesses can identify areas for improvement, set targets for reducing waste, and track their progress. This not only helps the environment but can also lead to cost savings and increased efficiency in operations. Businesses can track the amount of e-waste they dispose of and compare it to previous years. This can help them identify any reductions in e-waste generation. Tracking the amount of e-waste that is recycled can also help businesses understand the impact of their e-waste reduction efforts. For example, they can measure the percentage of recycled e-waste versus those sent to landfill and compare it to previous years. E-waste generates significant carbon emissions so that businesses can track the reduction in emissions associated with their e-waste reduction efforts. In addition, they can calculate the carbon emissions associated with their e-waste generation and compare it to previous years. Businesses can engage employees in their e-waste reduction efforts by encouraging them to track the e-waste they generate and recycle. They can then use this data to calculate the reduction in e-waste generated by employees. Overall, measuring an e-waste reduction requires businesses to track their e-waste generation, recycling, and carbon emissions over time. By doing so, they can identify areas where they can improve their e-waste reduction efforts and track their progress towards their goals. Businesses can benefit by reducing waste It may be tempting to discard old electronics without considering their environmental impact; businesses that do so will likely find themselves paying a hefty price. Not only is e-waste creating an enormous environmental burden on our planet, but it can also have a considerable financial cost for businesses. Disposing of old electronics is quickly becoming one of the most significant expenses associated with running a business. This can include costs such as transport and storage fees and the need to hire additional employees or contractors to manage the disposal process. In addition, businesses must also pay for the necessary certifications for proper disposal of electronic waste. All these costs add up quickly, making it increasingly important for companies to focus on. However, reducing e-waste is more than just an environmental responsibility; it is a way for businesses to increase their profits. It has been estimated that reducing e-waste can save a company up to 30% on its operational costs. To reduce e-waste, businesses must start looking for ways to reuse or repurpose their obsolete electronics. By doing so, they can use the materials already used in the device’s production and extend its lifecycle, saving time and money. For example, refurbishing an old laptop and reselling it as a second-hand model will cost less than buying a new one. In addition, this kind of strategy reduces the amount of waste created and provides an additional source of income for a small business. Businesses can also look to donate their old electronics to organisations that can use them. This can reduce the waste businesses create while providing a valuable resource for those in need. Finally, businesses should look for ways to improve their recycling and disposal processes. By increasing oversight of their e-waste disposal and investing in new technologies such as shredders or furnaces, businesses can further reduce the amount of waste they create and ensure that any remaining materials are appropriately disposed of. 5 ways to reduce waste management costs 1. Lower material costs: Reducing business waste can increase profit in several ways. First, waste reduction can lead to cost savings by minimising the resources, materials, and energy used in production, resulting in lower operational expenses. This can be achieved by implementing practices such as recycling, reducing energy consumption, and optimising production processes to eliminate inefficiencies. Reducing waste can enhance a business’s reputation and appeal to consumers who are increasingly conscious of the environmental impact of their purchasing decisions. This can result in increased sales and customer loyalty and the potential to attract new customers who prioritise sustainable products and practices. 2. Reduce disposal costs: Proper waste management can reduce disposal costs associated with waste removal and treatment, leading to cost savings and increased profits. By minimising waste in production processes, businesses can reduce the amount of waste generated, reducing the amount of waste that needs to be disposed of. This can be achieved by implementing practices such as recycling, reusing materials, and optimising production processes to eliminate inefficiencies. 3. Avoid Fines : Reducing waste can also help businesses avoid fines and penalties associated with improper waste disposal. Many authorities have strict regulations governing waste disposal, and companies that fail to comply with these regulations can face significant fines. 4. Increased efficiency : Reducing waste in business can lead to increased efficiency in several ways. First, by minimising waste in production processes, companies can optimise their use of resources, reducing the amount of materials, energy, and time needed to produce their products. This can be achieved by implementing practices such as lean manufacturing, process optimisation, and waste reduction initiatives. Another positive is improved inventory management, as businesses can better track and manage their raw material inventory levels. This can result in more efficient ordering processes, reducing the need to stockpile excess materials that may go unused. It can also lead to improved workplace safety and cleanliness. 5. Improved reputation : A company committed to sustainability and responsible waste management practices can enhance its reputation and attract environmentally conscious customers, increasing sales and profits. Businesses prioritising waste reduction and sustainability demonstrate their commitment to environmental management, which can be attractive to customers who are increasingly conscious of the impact of their purchasing decisions. This can lead to increased sales and customer loyalty and the potential to attract new customers who prioritise sustainable products and practices. Finally, reducing waste can help businesses avoid negative publicity and reputational damage associated with improper waste disposal or environmental violations. By implementing best practices in waste reduction and environmental management, companies can mitigate the risk of negative publicity and reputational damage. In conclusion, reducing e-waste is an essential environmental responsibility and a great way to increase profits for businesses. By focusing on reuse, repurposing, and better disposal methods, companies can reduce their operational costs and provide valuable resources to those in need . If businesses can effectively implement these strategies , they will be sure to see an increase in profits while positively impacting the environment. Overall, reducing waste in business can have significant positive impacts on both the bottom line and the environment. 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

How to Make Work Better Make work better one behaviour at a time by addressing the business productivity crisis and transforming companies into thinking organisations. Published on: 10 Jun 2021 Corporations – both large and small – are vilified. They’re seen to take too much and do too little. Taxes are avoided, the environment suffers and the rich get richer while the working man toils. You get the picture. But is it really that simple? After all, businesses throughout the industrial revolutions led to the growth that brought us to where we are today, in a digital realm where almost anything you can imagine is at the touch of your fingers. We need to change our way of thinking. We need to make work better for everybody. Too many businesses are stuck in an archaic mindset. One packed full of analogies about well-oiled machines and running like clockwork. Businesses aren’t static, unthinking machines — or they certainly shouldn’t be. They’re made up of people, life and creativity. They’re living, breathing organisations. But the dated way many are run is stifling business productivity and ultimately, profitability. Workers are disengaged, living standards don’t improve, tax contributions are dismal, profits are low and we all suffer. When we make work better we improve business productivity, which makes life better, for everybody. Why Business Productivity Matters “Productivity isn’t everything, but in the long run it is almost everything.” – Paul Krugman, American Economist and Nobel Prize Winner. Business productivity has delivered huge growth for the world over the past 100 years, but it’s coming to a stuttering, painful halt. Even prior to economic factors like the pandemic and Brexit, on average Britain is 13% less productive than the other G7 nations. Low productivity is bad news for businesses profitability, that much we know. But the picture is bigger than that. Improving business productivity drives higher wages and better living standards. In other words, when work isn’t working, we all suffer. The reality is businesses are vital to their communities. The more productive they are, the more they can help by increasing wages, paying more in corporation taxes and ultimately increasing living standards for us all. It’s all driven by the success of business. Society needs business productivity to improve. What we can Achieve When we Make Work Better If making work better increases business productivity and increases profitability, what can it achieve for wider society? These increased profits lead to higher contributions in corporation tax, rising wages and rising living standards. Making work better benefits everyone. When we make work better we can… Look After Our Planet Businesses that follow ESG principles are better places to work, but they’re also better for the planet. They need to factor in sustainability in their long-term plans and mitigate their effects on the planet, whatever they may be. Be More Relational We’ve become too transactional as a society. Everything is about the sale, the numbers, the money or the data. It’s an exhausting way to live. Of course, businesses need to make a profit, but they can do so by being more relational. They can build real connections with customers and have a real, positive impact on their communities. Social Capitalism Ultimately, when we make work better we move the dial a little closer towards social capitalism. Industrial capitalism has had its era and served its purpose brilliantly, but now we need to adapt to a new kind of system. One that addresses the wealth gap and continues to increase living standards through business productivity. Social capitalism allows us to build a better, more equal society from the wealth and growth that businesses create. Just recently, the G7 nations have ( finally! ) agreed it is time for big corporations to pay their fair share in corporation tax . There will no longer be a race to the bottom of corporation tax as countries attempt to outbid each other. This is a great example of the kind of wealth social capitalism can create. This money can be put back into communities and societies, increasing living standards by improving the services we all rely on. Shareholder Capitalism Shareholder capitalism , when infused with the ethos of making work better, shifts focus from solely maximixing profits to enhancing employee well-being, fostering inclusive cultures, and promoting fair compensation. By valuing stakeholders' interests, it catalyzes innovation, productivity, and sustainable growth, creating a more fulfilling and equitable work environment. So… What’s Stopping Us From Making Work Better? With all the wonderful possibilities that lay ahead of us, you’d think business productivity would be skyrocketing. We have cleaner, faster transportation options alongside instant communications and other new technologies all forcing us towards the automation revolution of the Fourth Industrial Revolution. Yet still, productivity remains elusive. It’s what’s known as the productivity paradox . But it’s not machines that drive business productivity. It’s people, and people are complicated. People think and feel and care. Fixing work then isn’t as simple as maintaining a machine. You need to get to the root of the problem — employee engagement. A Gallup Survey revealed a meagre 15% of workers say they’re engaged at work, meaning a staggering 85% of employees feel unengaged at work. This varies from country to country, but it’s not good news for UK business owners. Previous UK research revealed only 8% of UK employees feel engaged at work. Why are UK Employees Disengaged? We work more than ever and more people are employed than ever before. Yet business productivity levels don’t reflect this. In fact, a poor work-life balance is one of the many driving forces behind poor employee engagement. Compound this work-life balance with stagnant wages and a gig economy and you have a recipe for disaster. Excluding Greece, UK workers have seen the biggest fall in real pay since the recession out of all OECD countries. The gig economy has also led to decreased job security. Workers aren’t just underpaid, they’re also struggling to get basic benefits like pensions and insurance. Since 2000, there are 632,000 more workers in the UK on zero hour contracts. Whether it’s workers on zero hour contracts or workers with stagnant wages, it’s increased worries about job security and led to many employees being unable to achieve basic goals like having savings. At the same time, wage inequality has risen. Compared to other developed nations, the UK has one of the highest levels of income inequality, with the majority of households having disposable incomes below the mean income. These figures paint a bleak picture, but it’s one that is a reality for many UK employees. But for many businesses, low wages and low job security aren’t the causes for poor employee engagement. To examine those causes, we need to look at where company cultures aren’t meeting employee expectations. What’s Lacking in Company Culture? Why do your employees work for you? Because of the pay? The perks? The people? Chances are all of these reasons factor in to some extent, but ultimately, what makes employees work ( and stay! ) at a company is how much they care about that business and feel that business cares about them. In other words, company culture. For example, you might have a great employee who works their way up quickly through pay grades. But if they find the company culture stifling, pay won’t matter long-term. They’ll move onto greener pastures. This is especially true for employees who are in younger generations like millennials or Gen Z . These employees expect more autonomy and flexibility in their workplace. They also want to work for a business that is contributing to the greater good. It’s a vague idea to some, but all it means is your business ethics, values and principles matter to these employees more than any pay or perks you can offer them. Many businesses think the key to success is customer-centricity. But we think employee-centricity is just as important, if not more so. After all, a disengaged employee isn’t going to deliver the customer-centric service you’d like them to. In today’s market, your employees are your customers, just as much as your customers, suppliers and partners are. Instead of spending money with you, they’re spending their time and energy on you which are far more valuable resources. When they do this efficiently and effectively, relationships are stronger, more value is created and everybody in the value chain benefits. Companies that fail to create value in their organisations attract less talented employees and ultimately create a culture of disengagement. Particularly SMEs – which make up the majority of the UK economy – are failing to meet employee expectations due to dated business practices, operations and management styles. This conflict between current company culture norms and employee expectations is the simple solution to the puzzle of UK productivity and how to make work better. Make Work Better Through Organisational Design Though it’s been largely doom and gloom til this point, it’s not all bad news. Because it’s easy to make work better — it’s what we do with our business improvement framework . Businesses need to transform from dated hierarchical organisations with top-down, command-and-control management into thinking organisations. It all starts with inverting the pyramid. So many businesses, in the UK and across the globe, are stuck in the dated business hierarchies of the 19th and 20th centuries. The old analogies of businesses being run like an army, a clock or a machine don’t work. They need to be left in the past where they belong. It’s time to evolve. Businesses need to be thought of as living, breathing organisations like an organism. They don’t just survive through maintenance like a machine, they grow as any living organism can. To achieve this, businesses need to run from the bottom-up in a holistic, organic approach that includes everyone. Management doesn’t have all the information to make all the decisions. Every employee must be valued and encouraged to thrive individually. This doesn’t happen overnight. It means changing the way you think about your business to allow your business to think for itself. Businesses need to address many internal aspects to take a holistic approach to transforming company culture and operations to increase employee engagement. This includes: Intrinsic motivation Emotional intelligence Internal communications Collaborative decision making Assessments and appraisals Team building Time management and flexibility Workplace design Intrinsic Motivations What motivates your employees? If you think it’s as simple as the carrot-and-stick approach where you offer them the occasional bonus or annual pay rise, it’s not quite so simple. The psychology of motivation suggests we need to first understand that people are motivated by different things. For some, competition motivates them, while others are motivated by learning. Ultimately, motivation is personal. We’re motivated by things that connect with our values and sense of being. To truly motivate employees and make work better for them, we need to understand them as the unique individuals they are and adapt to meet those motivations. Emotional Intelligence There is a stereotype of UK management that is most easily summarised as The Office ’s David Brent. So often, management is thought of as inept administrators instead of the motivational coaches they actually need to be to make work better. Part of this stems from a lack of emotional intelligence. Emotional intelligence isn’t taught, or valued within our current management practices, but it needs to be. It’s a vital skill that helps us better understand why people behave differently and how to relate to those different behaviours. Internal Communications Businesses also remain bogged down by lacklustre internal communications. Information doesn’t flow freely between departments and those who need it are often left wanting. Often this is because there are no designated leaders of internal communications. It’s done on an ad hoc basis, with no clear goal or purpose. Ultimately, decisions are often made without all the necessary information needed available, leading to complications and delays down the line. Improving internal communications makes work better by allowing for better business decisions for everyone. Collaborative Decision Making Let’s say you need a new CMS. Who picks the new platform? Logic might dictate it should be your IT team. They have the most technical knowledge regarding the different capabilities of the various platforms available after all. You let that team’s management choose and it’s rolled out between various departments. Then the issues become apparent. They might have had the technical knowledge, but they don’t actually deal with your customers. Other departments are saying the new CMS doesn’t do what they need it to do. Your frontline staff are saying it’s making their job harder. Your IT team is demotivated from all the complaints. Everyone loses. This is why decisions shouldn’t be made by one person or even one department. To make work better, decisions need to be made collaboratively between employees for the best results for your staff and your customers. Assessments and Appraisals When you have a problem in your personal life, when was the last time you thought, “ I’ll not deal with that right now. I’ll just assess it in 6 months ”? It’s a bizarre thought for our personal lives, but it’s even more bizarre that it’s a common work practice. Annual appraisals and assessments achieve very little. They don’t deal with issues surrounding training or support as they arise. Worse yet, they don’t actually do anything to motivate your staff. In fact, more than 60% of employees say they’d move to a new employer that didn’t have formal performance reviews. It’s become a tickbox activity indicative of the lacklustre management style the UK is stuck in. Instead, to make work better, businesses need to support and train employees as issues arise and motivate through better understanding of intrinsic motivations. Team Building When we say team building, your mind probably drifted to some strange corporate event like paintballing, scavenger hunts or go karting. We do not mean this. Think about your team as a different kind of team, like a football team. You spend your weekdays training; working on defence, attack and strategy. You do this every day of the week, all year round, so you can be better at what you do. Then once or twice a year, you go paintballing on a random Saturday. What value has it added to your team? What skills has it taught them? None is the right answer. This is because team building isn’t something you look at once or twice a year and ignore the rest of it. Team building isn’t about trust fall exercises, it’s about your daily practice and everyday work. It’s the communication, trust, value and inclusion you have as a team. This happens from the moment you hire a person and continues every day they’re part of that team. To make work better, you need to be hiring to build better teams, as well as continually improving your team every day. Time Management and Flexibility A vital part of how to make work better comes from time management and flexibility. How successful your teams are depends on how well they manage their time. Businesses can benefit from adopting flexible working practices, based on performance for your teams. It’s well-known since the pandemic that working remotely can increase performance by up to substantially, by up to 13% some studies suggest. Employees also prefer the option to work remotely and to move hours around when needed to avoid using holiday for things like appointments. For some teams, this will create great teams with better productivity. But this needs to be reviewed and monitored to ensure teams continue to thrive. Workplace Design Let’s travel back in time for this one to 1924, Illinois at the Hawthorne Works electric power plant. Researchers had been trying to figure out how to increase employee productivity in the vast, dark factories of the era. They hypothesized that if they turned the lighting up in the factories, productivity would go up and they were right! Later, they theorised if they turned the lighting down in factories, productivity would also go down. A logical conclusion, but it wasn’t the case. They turned the lighting down and productivity went up. As it turned out, the fact that anyone at all was paying attention to their environment affected productivity All this to say, it’s well known how our environment affects productivity , but companies who show an active interest in making work better by improving workplace environments will reap the rewards in employee well-being and engagement. Make Work Better Ultimately, addressing all of the above aspects helps to transform your company culture and make work better. For employees, work is better because they feel valued and recognised and their personal motivation and self-esteem is higher. For organisations, work is better because business productivity and profitability have increased. They can improve working conditions and offer better paying jobs to attract better talent. For societies, making work better helps improve the welfare of people. Higher wages means we have more money to do things we love with people we love. Higher profits means more taxed income to help fund the services we value. This is why our mission is simply to make work better. We believe by making work better, we can make things better for everyone. We make work better, one behaviour at a time, through our Business Operations Improvement Programme . 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How Does Packaging Damage the Environment? Packaging can have various negative impacts on the environment. Packaging can have various negative impacts on the environment. Here are some ways in which packaging can contribute to environmental damage: Resource Extraction The production of packaging materials often requires the extraction of natural resources such as timber, oil, and minerals. This extraction process can lead to habitat destruction, deforestation, and soil degradation, causing harm to ecosystems. Energy Consumption The manufacturing of packaging materials, including plastics, glass, and metals, requires a significant amount of energy. This energy is often derived from fossil fuels, leading to the emission of greenhouse gases and contributing to climate change. Waste Generation Packaging materials are frequently disposed of after use, resulting in substantial waste generation. In many cases, packaging ends up in landfills, where it contributes to the accumulation of non-biodegradable waste. Even if packaging is recycled or incinerated, it still requires energy and resources for processing, and recycling rates vary widely depending on the material and region. Pollution and Litter Improperly disposed packaging, particularly single-use plastics, can end up as litter in natural environments such as rivers, lakes, oceans, and forests. This pollution harms wildlife through ingestion, entanglement, and habitat destruction. Plastics, in particular, can break down into microplastics, which can contaminate water sources and enter the food chain. Chemical and Toxin Release Some packaging materials, especially certain plastics and coatings, may contain harmful chemicals such as phthalates, bisphenol A (BPA), or heavy metals. These substances can leach into food, beverages, or the environment, posing risks to human health and ecosystems. Transportation Impact Packaging adds weight and volume to products, increasing the fuel consumption and greenhouse gas emissions associated with transportation. The transportation of empty packaging materials to recycling or disposal facilities also contributes to carbon emissions. Land and Water Contamination Improperly managed packaging waste can contaminate soil and water bodies. For example, the leachate from landfills can contain pollutants that seep into the groundwater, potentially affecting drinking water sources and aquatic ecosystems. Reducing packaging waste, adopting sustainable packaging materials , promoting recycling and reuse, and improving waste management systems are some of the strategies employed to minimise the environmental impact of packaging. Previous Next Unlock Healthy Business Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. GET STARTED

FREE DOWNLOAD Enhancing Business Performance: A Guide for Financial Directors with 7 Effective Strategies The financial director, as the steward of fiscal health within the organisation, occupies a pivotal position that affords them a unique perspective on the intricate interplay between financial strategies and overall business performance. Unlock the potential with this guide, and discover: 7 dynamic strategies tailored for financial directors to elevate business performance The key competencies defining an exceptional FD Proven methods to enhance your value as a Financial Director" First name* Last name* Company name* Email* Dropdown* Select your Download Tell us what you need help with... By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Submit

Morocco's ESG journey towards building a sustainable future. Morocco has made great strides toward achieving some of the SDGs, but more work has to be done in order to completely implement all 17 objectives Anas in Casablanca, Morocco Climate change, water shortage, and social injustice are just a few of the ESG issues that have recently taken on significant importance in Morocco. Globally, investors and corporations are placing more and more importance on environmental, social, and governance ( ESG ) challenges. Morocco's Renewable Push Against Fossil Fuel Dependence Morocco's dependence on fossil fuels is a significant ESG issue. It strains the economy of Morocco and adds to climate change that the country is so reliant on imported fossil fuels. The Moroccan government has set ambitious goals to boost the usage of renewable energy sources, such as solar and wind power, in order to address this issue. The largest solar power plant in the world, Noor Energy 1, was inaugurated in Morocco in 2020. It is anticipated that over 1 million people will receive electricity from it. Feed-in tariffs and tax credits are only a few of the incentives and subsidies the Moroccan government has put in place to promote the use of renewable energy technologies. Furthermore, the government has put measures in place to encourage energy efficiencies, such as the adoption of construction rules and the use of energy-efficient equipment. The country is well on its way to achieving its goal of producing 52% of its electricity from renewable sources by 2030 after these initiatives have been successful in lowering Morocco's dependency on fossil fuels. Thirsty Nation: Tackling Water Scarcity in Morocco Another significant ESG issue in Morocco is water scarcity . Due to variables including climate change, population expansion, and resource exploitation, the nation is experiencing rising water stress. Given that Morocco is a largely dry country with limited access to fresh water, this is especially alarming. The Moroccan government has taken action to alleviate this problem by erecting dams and starting water conservation initiatives. The primary user of water in the nation, agriculture, has also been urged to adopt water-saving methods and technology. This covers the use of drought-tolerant crops and the adoption of drip irrigation systems. Furthermore, the government has put measures into place to encourage the recycling and reuse of water, such as the development of wastewater treatment facilities. The efficiency of water usage in Morocco has increased as a result of these efforts to cut reduction in water waste. Equality for All: Addressing Social Inequalities in Morocco Another crucial ESG issue in Morocco is social inequality . Despite the nation's recent economic boom, there are still large gaps between urban and rural communities as well as between the various regions of the nation. To address these concerns, the Moroccan government has launched a number of social measures, such as campaigns to advance education and career development as well as improvements to housing and healthcare. The lack of access to high-quality healthcare and education for many people, particularly in rural areas, remains a problem in this sector. In addition, there are concerns in Morocco with discrimination against specific ethnic and religious groups as well as gender inequality. The Moroccan government has put into effect a number of policies, including affirmative action plans and campaigns to advance gender equality, to address these problems. In Morocco, these initiatives have aided in reducing discrimination and fostering a stronger sense of social inclusion. Corporate Governance in Morocco: Status and Progress In Morocco, a significant ESG problem is corporate governance. The acceptance of international guidelines and the creation of a corporate governance code are just two of the actions taken by the Moroccan government to enhance corporate governance. The need for more shareholder participation as well as a lack of transparency and accountability remain obstacles in this sector. This is especially troubling given that Morocco has several state-owned businesses that are frequently the target of political meddling and lack of transparency. More diversity and representation are also required in executive leadership roles and on business boards. The Moroccan government has taken action to solve these problems, establishing independent oversight agencies and adopting conduct standards. Although these initiatives have assisted in enhancing corporate governance in Morocco, there is still potential for improvement. SDGs in Morocco: Priorities and Actions The 17 Sustainable Development Goals (SDGs) provide a framework for tackling the most important issues facing the entire world. Morocco has made great strides toward achieving some of the SDGs, but more work has to be done in order to completely implement all 17 objectives. Here is some methods Morocco is employing to advance each SDG: No Poverty The "Together Against Program" and the "Community Development Contract" programs are two of the various anti-poverty initiatives that Morocco has put in place. The former aims to provide targeted assistance to the most vulnerable households, while the latter fund's neighborhood development initiatives in underprivileged areas. Zero Hunger In terms of lowering malnutrition and boosting food security, Morocco has achieved tremendous strides. To assist smallholder farmers and increase access to reasonably priced, wholesome food, the government has put in place a number of measures. Good Health and Well-being Morocco has made large investments in enhancing its healthcare system and services and has made healthcare coverage a right for all inhabitants. Along with these efforts, the government has increased access to non-communicable illness medications and improved mental health services. Quality Education Moroccan education reforms, such as the "Plan Maroc Educate," which attempts to modernize the educational system, have improved the quality of instruction and increased enrollment in primary and secondary schools. Gender Equality Morocco has made strides in advancing gender equality, adopting laws to fight violence against women and encouraging the involvement of women in politics and the workforce, among other things. Clean Water and Sanitation Well with the implementation of the "National Rural Water Supply and Sanitation Program," which aims to increase access to clean water and sanitation services in rural areas, Morocco has made considerable strides in these areas. Affordable and Clean Energy Morocco has undertaken programs to expand the use of renewable energy, like the "National Renewable Energy and Energy Efficiency Plan," which intends to raise the share of renewable energy in the nation's energy mix. Decent Work and Economic Growth Through actions to support small and medium-sized corporations and foster entrepreneurship, Morocco has made significant strides toward increasing employment and supporting economic growth. Industry, Innovation, and Infrastructure The "Emerging Morocco Plan," which aims to upgrade the country's infrastructure and enhance the business climate, is one of the efforts that Morocco has made in order to encourage industrial development and innovation. Reduced Inequalities Morocco has put policies into place to lessen income and wealth disparity, such as the "Together Program," which tries to give targeted assistance to the neediest households. Sustainable Cities and Communities Morocco has implemented programs that promote sustainable urban development, such as its "National Urban Policy" which aims to enhance urban management and planning. Responsible Consumption and Production Morocco has set up initiatives to promote sustainable production and consumption, such as the "Green Morocco Plan," which intends to employ greater renewable energy sources and limit pollution. Climate Action Morocco has established programs to boost the use of renewable energy and has made substantial progress in decreasing its greenhouse gas emissions. The nation has also pledged to become carbon neutral by 2050. Life Below Water Morocco has implemented initiatives to protect its marine ecosystems and biodiversity, including the "Marine Protected Areas" program which aims to protect marine habitats and species. Life on Land Morocco has taken steps to protect its terrestrial ecosystems and biodiversity, such as the "National Biodiversity Strategy and Action Plan," which aims to preserve biodiversity and promote sustainable resource use. Peace, Justice, and Strong Institutions Initiations to strengthen the rule of law and enhance the justice system are just two ways that Morocco has advanced in fostering peace and stability. Partnerships for the Goals intends to increase collaboration and teamwork to achieve the final 16 Sustainable Development Goals (SDGs). This calls for fostering knowledge and technical interchange and enhancing the SDGs' adoption in developing nations. The 2030 Agenda: A Global Framework for Sustainable Development The United Nations established the 2030 Agenda for Sustainable Development in 2015 as a global framework to address the most important issues facing the planet. By the 17 Sustainable Development Goals in the Agenda (SDGs). Morocco's food waste: An SDGs 2 and 12 imperatives Reducing food waste is crucial to attaining several SDGs, including Goal 2 (Zero Hunger) and Goal 12 (Responsible Consumption and Production). Morocco may take steps to reduce food waste and make sure that extra food is used to feed those in need in order to advance toward these objectives. This could entail initiating initiatives to reduce food waste in the food sector, raising consumer awareness of food waste, and putting in place laws or programs that reward the reduction of food waste. As we endeavor to achieve the SDGs, Morocco can contribute to the global effort to create a more sustainable and equitable future for all. Reducing food waste is an important part of achieving several of the Sustainable Development Goals (SDGs), including Goal 2 (Zero Hunger) and Goal 12 (Responsible Consumption and Production). There are several ways that Morocco can work towards reducing food waste and ensuring that surplus food is used to help feed those in need. One approach is to implement food waste reduction initiatives in the food industry, such as promoting best practices for reducing food waste at every stage of the supply chain and encouraging the donation of surplus food to charities and food banks. Another approach is to increase awareness about the issue of food waste among consumers and encourage them to reduce their own food waste by planning their meals and shopping more efficiently. Additionally, Morocco should think about introducing laws or initiatives that reward businesses for reducing food waste, such as compelled separation and collection programs for food waste or financial rewards. Overall, combating food waste in Morocco will necessitate a multimodal strategy involving cooperation between the public, corporate, and civil society sectors. Together, we can reduce food waste and make sure that extra food is used to feed the hungry, paving the way for a more sustainable and just future. AFCT COP: A platform for conservation and sustainable tourism in Africa Conserving Africa's Forests: The AFCT COP The African Conservation and Tourism ( AFCT ), a charity, works to promote conservation and sustainable development in Africa. One of the projects that AFCT is working on is the African Forest Conservation and Tourism (AFCT) COP, a forum for examining and addressing challenges relating to forest conservation and tourism in Africa. The AFCT COP seeks to advance ethical tourism growth and responsible forestry practices in Africa. The platform brings a wide range of players together to share knowledge, best practices, and ideas for preserving forests and expanding the tourism industry sustainably, including governments, NGOs, the commercial sector, and community organisations. Participating in the AFCT COP allows Morocco to contribute its own lessons learned in promoting sustainable development and conservation and to gain insight from those of other African countries. By advancing the Sustainable Development Goals (SDGs), Morocco can contribute to the global effort to create a more sustainable and just future for all people. Conclusion In conclusion, Morocco has serious worries about ESG issues like corporate governance, societal injustice, and water scarcity. Although the Moroccan government has taken attempts to address these problems, much more needs to be done to guarantee a sustainable and just future for all of the nation's residents. By taking into account the effects of their operations and investments on the environment, society, and governance, businesses and investors may help address these problems. This entails putting sustainable practices into practice, encouraging diversity and inclusion, and sustaining high standards of governance. In order for Morocco to be able to solve these concerns and create a more sustainable and equitable future, it will be necessary for the government, corporations, and civil society to work together to address ESG issues. In order to achieve this, policies and regulations promoting sustainability and social responsibility will need to be put in place, and investors and enterprises will need to be encouraged to embrace ESG practices. Civil society organizations will also need to become involved since they may be crucial in pushing for change and holding the government and businesses responsible. By tackling these problems, Morocco can create a more fair and sustainable future for all of its people and act as a role model for other nations. Previous Next

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