Regardless of size and industry, every enterprise is dependent upon information technology, and must have a strategy for how to employ it, especially as the internet becomes more pervasive. Information technology strategy is an enabler of business strategy. Not only must an enterprise manage relationships with its constituencies, but it must be able to connect with them electronically through data arteries - information supply, value, and demand chains. The information supply and demand chains… Continue

With the downturn in the market, good staff are still surprisingly hard to find, particularly at the operator level.



A colleague in the hospitality industry, spoke about his challenges:



"Good staff have become rare. Everyone's competing for the same pool of…

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Some service enterprises are intentionally designed with a cultural theme in mind, such as ethnic bars, cafes, and restaurants. If so, they had better stick with it, otherwise customers will feel out of place. However, all enterprises that deliver service-oriented products, and those where quality of service delivery is a differentiator for products, develop a service culture over time that impacts their reputation.



A place of business is a service theater - the enterprise is on stage… Continue

I well remember as a young bank clerk many years ago, sitting at my desk one morning. Around me were the sounds of hustle and bustle of a busy office - people were sipping their coffee (in those days it was instant!) opening the mail (ah, for the days before email!) and telling of the events of last evening or their trip to work that morning. As a morning person, it was my…

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The leadership role is performed at two related levels: macro and micro.  The macro role can influence many individuals and is about what the enterprise can become.  The leader starts with a vision of the future environment in which the enterprise will operate, or how it will be internally - the "big picture."  The micro role is more directive and supportive, and is about accomplishing tasks through followers within the context of the big picture.  The micro role is relationship-based.  Whether… Continue

Of all the things that have changed over the last few centuries, and particularly the massive amount of change experienced during the last 100 years, the one constant that remains is the need for good leadership.



Whether it be for leading nations, organisations, teams or even relationships, effective leadership is sought by all.



Traditionally, the view of…

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