How do most of your customers enter your business? Through the front door? By phone? Via the web? By email? Chances are some of your business comes to you by email. Or If it doesn't initially, you will probably have email contact with many of your customers during their relationship with you.



Is your email service as good as your face-to-face…

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The notion of management "walking the talk" boosts an enterprise's advantage if the words are perceived as genuine. If employees sense that management really is "living the values," they will have a positive attitude towards the enterprise.



"Walking the talk" means that management is "out on the floor" communicating with employees about expectations. "Living the values" means that stated and enacted values are perceived by employees as being the same. It's not just the words that… Continue

An intrapreneur is an agent of change within an enterprise who takes risk to transform an innovative idea into value. Intrapreneurs are found in institutional enterprises and are the equivalent of entrepreneurs in entrepreneurial enterprises. Intrapreneurs can be appointed by management, but often emerge from within based upon a perceived need for change.



An entrepreneurial enterprise is not yet established as an ongoing concern; an institutional enterprise is established - the term… Continue

Who is your customer? To any savvy business manager, that may seem a simple or even silly question. "Of course I know who my customers are, I wouldn't be in business otherwise" might be the natural response. However, one organisation who recently got this drastically (and what could have been tragically) wrong, and which almost crippled an entire country (well at least for a couple of weeks), was the US Federal Aviation…

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An enterprise's infrastructure consists of a set of processes, functions, facilities, and equipment.



In order for the enterprise to create the most value, the infrastructure must be "well architected." "Well architected" means that there is no unnecessary duplication or redundancy of assets or effort, and that the activities fit together systematically.



Architecting the infrastructure



Architecting the… Continue

I recently travelled on a regional train in Australia. When booking my ticket I asked "What's the difference between first and second class?" The booking clerk's response was "Oh, there's a bit more leg room in first…

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