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Now is the Winter of COVID-19
Leadership, Service Management

Now is the Winter of COVID-19

By Chris Arlen

Forget nature’s schedule. Now is the long winter of COVID-19. It’s not a snowstorm gone in two or three days, but a season that will last many months (18 months according to a US federal …

Read more"Now is the Winter of COVID-19"
Customer Experience & Workplace Culture: The Mirroring Effect
Service Management

Customer Experience & Workplace Culture: The Mirroring Effect

By Chris Arlen  Customer Experience, CX, Work Culture, Workplace Culture

When a support department employee is harshly corrected by their supervisor, or ignored after heroic efforts to save the day, or treated like a replaceable cog in a corporate machine; how will they serve their …

Read more"Customer Experience & Workplace Culture: The Mirroring Effect"
Quick Check these 4 Influencing Factors before Trying to Persuade Others
Service Management

Quick Check these 4 Influencing Factors before Trying to Persuade Others

By Chris Arlen  contract governance, persuasion, supplier management

Presenting a budget upstairs for approval is a request, as is selecting an outsourced service partner, or adding desperately needed headcount. The answer to “Will I agree to your request?” is only confirmed by your …

Read more"Quick Check these 4 Influencing Factors before Trying to Persuade Others"
Performance Reporting Blues
Service Management

Performance Reporting Blues

By Chris Arlen  KPIs, meeting fatigue, performance reporting

Everyone attends a lot of meetings, for decision making and/or performance reporting. Whatever the purpose, there are lots of meetings; something on the order of 55 million a day. If you’re a manager, you’re likely …

Read more"Performance Reporting Blues"
Beware the Toxicity of Lowest Price, Technically Acceptable Purchasing
Purchasing

Beware the Toxicity of Lowest Price, Technically Acceptable Purchasing

By Chris Arlen  buying services, request for proposal, RFP, supplier relationship management

“Lowest Price, Technically Acceptable (LPTA)” is a US government purchasing strategy that has leaked its way into where it doesn’t belong; buying complex services and/or products in the private sector. And like toxic waste, it’s …

Read more"Beware the Toxicity of Lowest Price, Technically Acceptable Purchasing"

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