Why Call Centers Suck
Call centers are a latent curse of modern times. In principle, the idea of a call center seems to fit perfectly into the scalable systems of big business, however in reality, call centers fall very short of the purpose or efficiency they were intended for.
Do You Know of the Unknown Knowns?
“There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns – there are things we do not know we don’t know.” – Former United States Secretary of Defense, Donald Rumsfeld.
George Bush’s infamous minister of defense, Donald Rumsfeld, came up with well known statement over a decade ago. Used as a tool to cite the need to act against Iraq based upon the very lack of evidence as evidence, this matrix has been used across the world as a means for strategic thinking and planning.
The 10 Key Skills for the Future of Work
This is a superb analysis of the future world of work and what skills will be needed in the future by Jessica Stillman. How many of these skills do you think you have; how many do you think warrant actually being included and do you think she has left any other skills out? Let me know your thoughts in the comments section below.
What are the jobs of the future? The demographics of an aging population suggests health care will be big, say some. Data science is scheduled to explode, suggest others, or maybe anything computer-related is a solid bet. But let’s be honest, predicting exact job titles set to soar or the fates of specific sectors is nearly impossible.
6 Needs for a Better Education System in South Africa
Thomas Friedman’s book ‘That Used to Be Us – What Went Wrong with America – and How it Can Come Back’ is a mine of useful information regarding topics from corporate hubris to national education. Of particular interest are his thoughts on the American education system and how he feels there are 6 points which need to be addressed in order for the education system to function effectively in the 21st century.
Purpose: The Search for Strategic Alignment
For those organizations that I have consulted to, you will know that I have been very strong on pushing organizations to understand why they exist. There is a constant need for companies to really focus on their purpose and values and to try and create the ethos of the company. The model which we draw strongly on at PLI is from an international consultant Nikos Mourkogiannis. Attached is an article by him which really drives home the above point.
The Low Wage – High Skilled Worker
Twenty, even ten years ago the traditional mantra of the working world was that if you were highly skilled – you were highly paid. Fast forward to the world of today and something completely different appears to be happening wherein we are being introduced to a Low Wage / High Skilled worker.
The Problem With Cellphones
I have typically started off many of my strategic facilitations with the following video:
The Sad Reality of South African Education
Jonathan Jansen’s article ‘Matric razmatazz conceals sad reality‘ was published on Saturday, a few days after the Department of Education announced the Grade 12 National Senior Certificate Results. Jansen’s writing is to the point and ultimately asks us not to listen to the Department of Educations political hype but rather to look at the reality of what our education system is actually delivering.’ The truth is indeed a sad reality which will take much more work from private sector involvement and guidance to steer back in even the vaguest of right directions…
Carlsons Law of Innovation
On recently reading Thomas Friedmans latest book “That Used to be Us” I came across an interesting take on innovation – Carlsons Law of Innovation. Now every company on this planet seems to want to innovate – so this was of interest.
Carlsons Law of Innovation states “Innovation that happens from the top down tends to be orderly but dumb. Innovation that happens from the bottom up tends to be chaotic but smart.”
Curtis Carlson is the CEO of SRI International, a company which serves as an innovation factory for organisations ranging from governements to multinational companies. His is an innovation hot house. What Carlson’s laws implies is that if you try and impose innovation on a company as the CEO or as one of the senior managers, you will be indeed receive innovation in return. However, the innovation that happens often tends to be what the CEO would like to hear and see as opposed to what the organisation actually needs.
China and the Climate Change Paradox
Last week, much of Beijing was forced to slow down and in the case of its airports, actually shut down owing to high levels of smog. Here in Durban, South Africa, the Cop 17 talks rolled out to try and reach a binding agreement about climate change and a globally shared responsibility towards tackling the problem. The irony was not lost on me as I read reports of each of the big players: US, China and India, stalling the talks for their own economic self interest and reasons. Like many people I initially thought to myself that the smog will truly have to reach rock bottom before a nation like China takes the hint to progress environmental sustainability in spite of its economic progress. On further study, however, I believe that China is trying to do just that.
10% of the Population as Community Volunteers
One of the most interesting goals of China’s new Five Year Plan is to have 10% of its population as community volunteers. When you recognise that 10% of the Chinese population stands at approximately 135 million people, you being to gain a realistic understanding of what a staggering thought process this is! It is a hugely positive, if not ambitious, target to try and mobilise such a vast quantity of their citizens to give to the community and play their role in building China as a nation. Not only is it a sign of the time that their is such a significant emphasis being placed on community involvement and volunteering, but it also symbolizes the a certain ‘Ubuntu” that this seemingly unemotional and clinical nation has lying beneath their surface.
China’s 5 Year Plan: 3.3 Patents per 10 000 people
Earlier this year China produced its new Five Year Plan which will run from 2011 to 2015. The plan is ambitious, setting specific targets around economic growth, innovation and a massive transition to clean energy. The Chinese Premiere, Wen Jiabao, has alot of work to do and his 5 year term, which comes up for renewal in 2013, will be made or broken on the delivery of these plans. The same applies for his successor if he fails to get another term. From the outset it appears that China is confidently approaching the next five years with the mindset of pioneering new ideas, setting a benchmark for innovation and aiming to own the ‘green’ technology.
Ben Stein’s Confession
This is a piece recently written by Ben Stein which I felt compelled to share with you…
My confession:
I am a Jew, and every single one of my ancestors was Jewish. And it does not bother me even a little bit when people call those beautiful lit up, bejeweled trees, Christmas trees. I don’t feel threatened. I don’t feel discriminated against. That’s what they are, Christmas trees.
Redefining Leadership
The below article, written by Judith Ancer, appeared in the Sunday Times this past weekend and truly struck a chord with me. Although primarily directed a parents raising children, this piece epitomises what I believe the younger generations should be taught from an early age: Leadership is about serving others
Gandhi CEO – A Summary
Gandhi CEO
14 priciples to guide and inspire modern leaders
Mohandas Gandhi was born on October 2, 1869 in the coastal town of Porbandar in India. He was the youngest child of Hindu parents during British rule in India. His life’s work revolved around
championing the cause of the poor, weak and down‐cast of South Africa and India. Gandhi is often refered to as Mahatma meaning ‘Great Soul’, an honour bestowed on him during his challenging
work. He was a servant leader who was willing to dedicate his personal presence to highlight and improve the plight of others. As one of the greatest leaders of all time he created a standard for all
who would manage transformative change in any collective endeavour. Axelrod’s book ‘Gandhi CEO’ highlights 14 principles to guide and inspire modern leaders.
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