Monthly Archives: June 2010

Self Directed Work Teams – the continuum of other-directed to self-directed models

The concept of Self-Directed Work Teams (SDWT) arose during the late eighties to early nineties in response to performance pressures from world industrial leaders, such as Japan. SDWT are defined as groups of employees who have day to day responsibility for managing themselves and the work they do with a minimum of direct supervision, bringing Read More

Engaging Customers – Seek First to Understand, then to be Understood

In a recent posting I looked at how Life Cycle Customer Support evolved through a partnership approach across all the stakeholders from the looming disaster at the outset of digital broadcasting here in the UK. Nowadays the tools of Life Cycle Customer Support include Call Centres, Customer Relations Management (CRM) software and Customer Engagement Strategies. Read More