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Learn how to effectively implement the OKR cycle, from crafting clear objectives and measurable key results to tracking progress and reflecting on outcomes for continuous improvement. Mastering the OKR Cycle: Crafting, Sharing, Locking, Tracking, Grading, and Reflecting Learn how to effectively implement the OKR cycle, from crafting clear objectives and measurable key results to tracking progress and reflecting on outcomes for continuous improvement. When discussing OKRs (Objectives and Key Results), each phase plays a vital role in ensuring clarity, alignment, and continuous improvement. Below is a breakdown of each phase: Crafting: Define clear, ambitious objectives aligned with the overall strategy of the organisation. These should inspire action and progress. Develop specific, measurable key results that clearly demonstrate progress toward the objective. These should be outcomes-focused and quantifiable. Collaborate with teams to ensure buy-in and alignment. Engaging relevant stakeholders early on ensures everyone understands the goals and is committed to achieving them. Sharing: Communicate the OKRs to all relevant stakeholders within the organisation. Sharing OKRs across the company promotes transparency and understanding. Cascade OKRs down to different team levels to ensure alignment. This ensures that all levels of the organisation are working toward the same overarching goals and that there’s clarity on expectations. Locking: Finalise the OKRs after feedback and adjustments, marking them as the official goals for the cycle. Once the OKRs are locked, they become the guiding targets for the upcoming period. At this stage, all necessary tweaks are made to ensure the OKRs are clear and realistic, and the team is committed to executing them. Tracking: Monitor progress regularly on key results using data and metrics. Frequent tracking ensures you stay on top of how things are progressing and highlights where attention is needed. Conduct check-ins to discuss progress and identify potential roadblocks. Regular check-ins allow for early intervention if something is going off track. Grading: Evaluate the achievement of each key result at the end of the cycle. This typically involves a scoring system (e.g., percentage or color-coded system) to assess how much progress has been made. Assess overall performance against the objectives. Grading the OKRs helps quantify success and identifies areas for improvement. Reflecting: Analyse what went well, what could be improved, and what lessons were learned from the OKR cycle. This reflective phase is crucial for gaining insights into the effectiveness of the OKRs. Discuss adjustments for future OKRs based on the reflections. The goal is to improve the OKR process continually, making each cycle more effective than the last. Key Points About OKRs: Focus on outcomes : OKRs emphasise the desired results rather than just activities or tasks. Ambitious but achievable : Key results should challenge teams while remaining attainable to keep motivation high. Regular review and feedback : Continuous monitoring, feedback, and check-ins are essential for staying on track and making adjustments if necessary. Alignment across teams : Effective OKRs align individual and team goals with the broader organisational strategy, ensuring everyone is working towards common objectives. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Poor productivity and sickness costs the UK £77.5 billion a year and are caused by poor employee engagement. Learn how to engage your staff to avoid it. What Is The Cost of Poor Employee Engagement? Figures from 2017 Britain's Healthiest Workplace Survey say that the cost of sick days and poor productivity are costing the UK economy £77.5 billion a year. Published on: 16 Nov 2017 Poor employee engagement presents a significant financial burden for businesses. Decreased productivity is a primary concern, as disengaged employees are less motivated to perform optimally, resulting in lower output and efficiency levels. Studies indicate that actively engaged employees are up to 17% more productive than their disengaged counterparts, directly impacting profitability. Moreover, poor engagement contributes to higher turnover rates, incurring expenses such as recruitment costs, onboarding, and training investments for new hires. High turnover disrupts workflow, diminishes team cohesion, and erodes institutional knowledge, further impeding productivity and performance. Absenteeism and Presenteeism Challenges Additionally, poor engagement leads to increased absenteeism and presenteeism. Disengaged employees are more likely to take unplanned leave or call in sick, leading to staffing challenges and decreased operational continuity. Even when present, disengaged employees may be physically at work but mentally checked out, exacerbating workplace inefficiencies. Cultural Impact Culturally, poor employee engagement undermines organisational cohesion and morale. Disengaged employees are less likely to collaborate, share knowledge, or contribute to a positive work environment, hindering innovation and problem-solving efforts. Low morale and dissatisfaction can spread throughout the workforce, creating a toxic work environment characterized by negativity and apathy. Customer Satisfaction and Loyalty Moreover, poor engagement impacts customer satisfaction and loyalty. Frontline employees, such as customer service representatives, play a crucial role in shaping the customer experience. Disengaged employees may deliver subpar service, leading to dissatisfied customers and diminished loyalty. Employee engagement directly correlates with customer satisfaction, emphasising the importance of fostering a positive employee experience to enhance customer relationships. Addressing the Challenge Addressing poor employee engagement requires a multifaceted approach. Strategically, organisations must prioritise employee engagement as a key performance metric and invest in programs that promote a positive work environment. This may include leadership development, training opportunities, recognition programs, and regular feedback mechanisms. Culturally, organisations must foster an inclusive and collaborative workplace culture that values diversity, equity, and transparency. Leaders play a critical role in setting the tone for organisational culture and must lead by example, demonstrating authenticity, empathy, and accountability. By prioritising employee well-being and engagement, organisations can create a workplace where employees feel motivated, fulfilled, and inspired to contribute their best work, driving long-term success and sustainability. In an article by the BBC this week two in five adults or 40% say that they would fake a sick day if they needed to take a day off. Younger staff were more likely to lie about sickness than there older colleagues. The survey of 3,655 adults aged over sixteen also found that 66% would also cover for colleagues who they know might be faking it. This will, of course, have a financial cost. What is causing staff to pull a sickie even though they’re not ill? The top reasons for staff pulling a sickie were: They were too tired They couldn’t be bothered They had other plans They were hungover All of these reasons for pretending to be sick to avoid going into work should raise alarm bells if you’ve noticed a similar trend amongst your own staff. These are all signs that your staff are feeling overworked, disengaged, have no respect for the company or their colleagues and prioritised their social life over their responsibility to go to work. When staff are sick, being proactive in managing sickness absence is important. How do you know if your company has staffing issues? It might seem that all is well. Sales are rising, everyone seems to be working hard and you are on target to hit your sales targets before the end of the year. Great, yes? But what about the softer side of business? Is your company suffering from arise in absences and sickies? What about low staff engagement and a high staff churn rate? Or your starting to feel that your staff don’t care as you do and they just come to work so they can collect a paycheck at the end of the month? The above are issues that often faced by businesses that are transactional in nature. What do we mean by transactional? A transactional business mode l is where the company focuses on a single point of sale transactions and the emphasis is on trying to maximise efficiency and sales volume rather than developing a relationship with the buyer. This can be stressful for staff as they are always chasing the next sale and their focus is on the bottom line rather than building relationships and retaining customers. This stress can lead to low morale, low engagement and unexplained absences and ultimately higher staff turnover. Short-term transactional thinking seems attractive for companies who rely on constant sales to keep them profitable but can actually in the long-term be costing them money. Are engaged employees healthier and more committed? What is employee engagement? Employee engagement is about creating the right conditions for your employees to thrive, be motivated to the success of your business and improving individual performance, productivity and well-being. If your employees feel valued and are well trained so that they have an in-depth understanding of what their job entails and how they fit into your organisation, they will want to come to work . Your incidence of staff members pulling sickies because they couldn’t be bothered would effectively disappear. Engaged employees are excited to get to work see their equally engaged and motivated colleagues. They know what they are going to be doing, understand how to do it and can’t wait to get started. When you look after your employees they’ll look after your business. Help and encourage them to learn new skills ,let them know you value their work and their opinion and are open their ideas. The thought of ‘pulling a sickie because they fancy a duvet day or are hungover wouldn’t cross their minds. They are motivated, engaged and want to help push the business they work for to new heights. How can a purpose-driven business save you money and improve morale? The opposite of a transactional business is a purpose-driven business, one that believes in fostering relationships with both customers and staff. As Simon Sinek said in his 2017 HBR article, ‘Profit isn’t a purpose. It’s a result. To have purpose means that the things that we do are of real value to others.’ When your employees come to work they want to do well, be appreciated for their efforts, feel they matter and can contribute. Your business culture goes a long way towards sustaining employee happiness and enthusiasm. It’s what makes your offices the place people can’t wait to get to in the morning and reluctantly leave at night. Generally speaking, transactional businesses operate a top-down structure where command and control come from the boardroom and can result in lower staff productivity, staff churn and lower efficiency. This will cost you money in recruitment expenses, lower productivity and unexplained absences. In a purpose-driven organisation, a lot of these costs disappear. Purpose-driven businesses use a bottom-up approach where the team is the most important element of this structure with support and advice coming from senior management as opposed to control and command. The culture is positive and energetic focused on developing staff and creating an environment that values innovation, which results in improved sales and customer satisfaction. As a result, there is far less absenteeism, staff churn is significantly reduced as is the associated recruitment costs, and productivity soars. If a business can reduce their churn and as a result the costs of recruitment, onboarding and training, they will be a more profitable business as these savings will go straight to the bottom line. Conclusion Being less transactional has obvious cost savings and promotes a more compassionate, positive outlook. Purpose-driven businesses have a business culture that is modern and forward-thinking and not welded to sales at all costs philosophy. Employees are happier, motivated and well trained and see their jobs as customer-focused and they are part of driving the company forward. Staff turnover is consequently lower because staff have a voice and contribute with ideas to improve systems, business practices and how customers are served. Productivity is higher as is innovation and these businesses will also create value with improved trust and relationships. 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HCM can help companies to improve all kinds of HR processes and functions, such as onboarding, training and development. Learn more about HCM in our guide. How Can Human Capital Management Help Increase Productivity? Human Capital Management (HCM) is about maximising your return on people by investing in them just as seriously as you would in technology or property. Published on: 10 Dec 2020 In these fast-moving times, it’s rare for people to work for the same company until retirement. With a robust human capital management strategy, you can provide experiences that motivate people to stay loyal and productive. Your people are your competitive advantage, so make their time with you as hassle-free, engaging and seamless as it should be. Replacing an employee in an SME costs an average of six to nine months salary . So what can businesses do to keep highly skilled employees from leaving and therefore retain their value? What is Human Capital Management? Human Capital Management (HCM) is about maximising your return on people by investing in them just as seriously as you would in technology or property. It sums up the approaches used by businesses to recruit and retain talent, manage employees effectively, provide them with skills and learning opportunities, and motivate and develop them. HCM can help companies to improve all kinds of human resources processes and functions such as onboarding, training and development, payroll, compensation and performance management. For example, investment bank Goldman Sachs delivers a raft of programmes throughout people’s careers ranging from benefits and wellness to talent assessment. In Oracle’s definition , HCM refers not only to strategy but also IT applications and software that firms use to implement it. These include cloud-based HCM systems for the primary HR functions such as payroll, benefits, compliance, managing talent, planning and managing the workforce, as well as delivering services such as help desks and employee self-service (ESS). How can Human Capital Management Help Increase Productivity? HRM defines the management of people by the business or HR team using traditional tools and processes. HCM makes the tools and processes more effective and turns them into opportunities. You could say HCM solutions are like HRM but on steroids. The 3 Primary Functions of HCM Acquiring Talent As part of the talent acquisition process, HCM can make recruitment more straightforward and engaging for your candidates. It begins with sourcing and screening people, checking CVs, matching their skills with the business’s needs, scheduling interviews, and carrying out background checks aided by an applicant tracking system (ATS) that stores the data and tracks their progress throughout. The last step is ‘onboarding’, bringing them into the company, orientating them and getting them started. Managing Talent Human resources professionals now have to juggle a wide variety of talent, from contractors to part-time workers and full-time staff working different hours. Talent management includes time and attendance, payroll, performance management, and cultural development aspects such as rewards and recognition programmes and grievance procedures. Developing Talent By developing and optimising your talent, HCM can make a significant impact on your business. As Emily He writes in HRO Today , learning programmes should not be one-size-fits-all but tailored and refined to meet different employee needs and the various generations represented within your business. The Benefits of a Robust HCM Strategy When businesses do HCM correctly, it helps HR teams to be proactive and: Attract the right staff Onboard them effectively Nurture and retain talent Optimise people management Drive engagement Manage performance Adjust rapidly to change Design high performance work systems ( HPWS ) Increase business productivity Let’s take some of the challenges facing SMEs now. With the right HCM strategy in place, you can more easily manage flexible working trends. For example, using tools such as video and messaging to onboard new people as homeworking and blended or hybrid working steadily increases. You can adjust your strategy to take into account changing demographics and generations’ working styles. For example, you might introduce a variety of more meaningful reward and recognition schemes to appeal to millennials and baby boomers. Increasing Workplace Productivity If you genuinely believe employees to be at the core of your business, you can’t pay lip service to HCM. You must put human resources at the centre of your business and HCM strategy. Using HR to its maximum potential is essential if you want to introduce an HCM strategy that makes your employees more engaged and productive. Your HR manager can measure how productive your employees are by setting their objectives and targets, measuring them against them and by making sure they are completing tasks effectively. If they’re working to their full potential, your revenue will increase. One strategy that SMEs find useful is to manage people more profitably using ‘profit-based’ assessment. You look at how much money your sales people are making for every pound of their salaries. They’ll be able to improve motivation through bonuses, rewards schemes and other incentives and provide them with learning opportunities that also keep them engaged. Out With the Old HR is often one of the last aspects of running a business that SMEs consider or, if they do, the function is underused. Too many small-to-medium businesses see HR as a cost that companies must minimise, not something to develop and leverage. In contrast, SMEs see HCM as an advantage characterised as big-company corporate. Not so. SMEs can also use HR and HCM to look at how effectively and efficiently staff are being recruited and managed. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how to boost your personal productivity with OKRs. Learn to set clear objectives, track measurable key results, and achieve your personal goals efficiently. How to Use OKRs for Personal Productivity Discover how to boost your personal productivity with OKRs. Learn to set clear objectives, track measurable key results, and achieve your personal goals efficiently. When we think about Objectives and Key Results (OKRs), we often associate them with corporate goal-setting frameworks used by companies like Google or Intel. However, OKRs can be equally powerful for enhancing personal productivity. By providing clarity, focus, and measurable progress, OKRs can help you achieve your personal and professional goals more efficiently. What Are OKRs? OKRs consist of two key components: Objectives: Clear, inspiring goals that define what you want to achieve. Objectives should be ambitious yet realistic, providing direction and motivation. Key Results: Specific, measurable outcomes that track your progress toward the objective. Key Results should be quantifiable and time-bound. For example: Objective: Improve personal health and fitness. Key Result 1: Run 100 km over the next month. Key Result 2: Reduce body fat percentage by 3% in three months. Key Result 3: Prepare healthy meals five days a week. Why Use OKRs for Personal Productivity? OKRs help you: Clarify Priorities: By defining clear objectives, you know exactly what matters most. Stay Focused: Key Results keep you aligned with your goals, reducing distractions. Measure Progress: Regular tracking helps you see tangible improvements, boosting motivation. Adapt Quickly: Regular reviews allow you to adjust strategies if you're off track. How to Set Personal OKRs Identify Your Goals: Reflect on what you genuinely want to achieve in the next quarter or year. Craft Inspiring Objectives: Make them meaningful and motivating, not just checkboxes. Define Measurable Key Results: Ensure they are specific, with clear metrics and deadlines. Review Regularly: Set weekly or monthly check-ins to track progress and make adjustments. Reflect and Adjust: At the end of the OKR period, evaluate what worked, what didn’t, and why. Tips for Success Keep It Simple: Don’t overload yourself with too many OKRs. Focus on 2-3 key objectives. Be Honest: Track progress transparently, even if you're falling short. Celebrate Wins: Recognise achievements to maintain motivation. Learn from Setbacks: Use failures as learning opportunities to refine your approach. Example of Personal OKRs Objective: Enhance Professional Development. Key Result 1: Complete three online courses related to my field by the end of the quarter. Key Result 2: Attend two industry networking events this month. Key Result 3: Write five blog posts to share insights from my learning. By applying OKRs to your personal productivity, you create a structured, goal-oriented approach that helps you stay accountable, motivated, and continuously improving. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Cookie Policy This Cookie Policy applies for the website of Rostone Operations EU legislation requires all website operators to inform website visitors about their usage of cookies and similar technologies, e.g. pixels, (hereinafter “cookies”) and to collect the user’s consent to such cookie usage. Cookie Consent If you visit our websites for the first time, you will see our Cookie Banner. What are cookies? Cookies are small text files which are sent to your device (computer, laptop, smartphone, tablet) by the website you visit. Cookies are stored on your device in your browser’s file directory. Your browser sends these cookies back to the website each time you revisit it so it can recognize your device and improve your user experience on each subsequent visit. Cookies allow us e.g. to tailor a website to better match your interests or to store your password so that you do not need to re-enter it every time. Please note that certain functions of our website may no longer work or work not correctly without cookies. Categories of cookies Depending on their function and their intended purpose, cookies can be assigned to the following categories: strictly necessary cookies, performance cookies, functional cookies and targeting cookies. Strictly necessary cookies Strictly necessary cookies are required to navigate our websites and operate basic website functions. Examples for strictly necessary cookies are login cookies, shopping cart cookies or cookies to remember your cookie settings. Without these cookies certain basic functionalities cannot be offered. Strictly necessary cookies are always active and will be placed without your consent. To the extent that information processed in connection with strictly necessary cookies should qualify as personal data, the legal ground for that processing is Rostone Operations legitimate interest to operate the website (Art. 6 (1) lit. (f) GDPR). Performance cookies Performance cookies – aka analytics cookies - collect information on your usage of our websites. They identify e.g. your internet browser, operating system, visited websites, duration and number of website visits, previously visited website, most commonly visited websites and errors you experienced. The information collected is aggregated and anonymous. It does not allow a personal identification. It only serves the purpose of evaluating and enhancing the user experience of our websites. To the extent that information processed in connection with performance cookies should qualify as personal data, the legal ground for that processing is your consent (Art. 6 (1) lit. (a) GDPR). Functional cookies Functional cookies enable a website to store information and options you have already previously entered (e.g. username, language settings, layout settings, contact preferences or your location) in order to offer you improved personalized functions. They are also used to enable requested functions, like playing videos. To the extent that information processed in connection with functional cookies should qualify as personal data, the legal ground for that processing is your consent (Art. 6 (1) lit. (a) GDPR). Targeting cookies Targeting cookies – aka cookies for marketing purposes - are used to offer more relevant and interest-specific content to you, to limit the display frequency of ads and to measure the efficiency of an advertising campaign. They register if you have visited a promoted website or not, and which content you used. Such information may be shared with third parties, e.g. advertisers. Legal basis for the processing of personal data in connection with targeting cookies (if any) is your consent (Art. 6 (1) lit. (a) GDPR).

Learn the secrets to winning customers over the phone with our comprehensive guide. Discover effective techniques to make every call count and elevate your customer service game. FREE DOWNLOAD Mastering the Art of Phone Etiquette: A Guide to Winning Over Customers with Every Call Mastering the art of answering the phone with warmth, professionalism, and attentiveness can significantly enhance customer engagement and satisfaction. By greeting callers with enthusiasm and promptly addressing their needs or inquiries, businesses can leave a lasting positive impression, creating trust and loyalty among potential and existing customers alike. Unlock the secrets to effective phone communication by downloading this guide. Discover the essential components of answering calls the six indispensable behaviors for every interaction and a comprehensive seven-step process to enhance outcomes for each call. First name* Last name* Company name* Email* Dropdown* Select your Download Tell us what you need help with... By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Submit

Explore practical tips to improve your social skills effortlessly in our guide. Discover 10 effective techniques to enhance your interactions and relationships at your own pace. FREE DOWNLOAD Contrary to common perception, success in the workplace isn't solely contingent on proficiency in a particular domain; rather, it hinges on the adept navigation of intricate social dynamics. While some individuals possess an innate talent for interpersonal interactions, for others, cultivating these skills is a deliberate and ongoing pursuit. In today's professional arena, social skills take precedence, with a striking 42% of the workforce occupying roles where interpersonal abilities outweigh technical expertise. This statistic underscores the paramount importance of refining one's social finesse, yet remarkably, many learning and development initiatives overlook this pivotal aspect of personal growth. In this guide you will learn about the benefits of enhanced social skills, including: Enhanced Communication : Good social skills facilitate effective communication, allowing you to express yourself clearly and understand others better. Improved Relationships : Strong social skills enable you to build and maintain positive relationships with a wide range of people. Increased Influence and Leadership : People with strong social skills often have a greater influence on others and are perceived as natural leaders. Career Advancement : In many professions, success is closely tied to interpersonal relationships. Better Mental Health and Well-being : Positive social interactions contribute to overall well-being and mental health. First name* Last name* Company name* Email* Dropdown* Select your Download Tell us what you need help with... By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Submit

Learn how to improve small business operations in this helpful guide to increase your business productivity and maximise your business resilience. How to Improve Small Business Operations Learn how to improve small business operations in this helpful guide to increase your business productivity and maximise your business resilience. Published on: 5 May 2022 For small businesses, improving business operations often boils down to day to day survival. Leaders run from department to department, putting out fire after fire, with little time to look at the bigger picture which slows long-term growth by stunting operational efficiency. Research by McKinsey shows 79% of all companies have cut costs over the last year in response to the economic uncertainty, but only 53% of executives believe that this approach actually helped the business weather it. At the same time, research shows only 4% of companies measure and manage their documented processes. This suggests a huge amount of businesses are struggling to focus on improving operational efficiency as a means of increasing business productivity and profitability. If operations management in small businesses reviewed their operating efficiency they could improve business operations and in turn, improve business productivity and profitability; making them more competitive and maximising business resilience. We all need to rethink business . That’s why in this article we’ll be looking at what operational efficiency is and how to improve small business operations to achieve it and how that can be a part of a continuous business improvement programme . What is Operational Efficiency and How Can it Increase Business Profitability? Before we can dive into how to improve business operations in a small business, it helps to understand what the goal is. That goal is simple on paper — to improve operational efficiency. Often operational efficiency is a term thought to only be used within the manufacturing industry, with little regard for the 6 million SMEs in the UK which make up 99% of all businesses. But it’s not so. Business operational efficiency simply refers to an organisation’s ability to deliver a high quality service or product through the most streamlined processes and effective use of resources. Therefore this approach is a great strategy to increase revenue and business growth internally by enabling businesses to generate larger profits with the same resources, as opposed to looking for external sources like a new sales or marketing campaign. Maximising a Small Marketing Budget Maximising a small marketing budget isn't just about stretching resources—it's about survival in a fiercely competitive arena. For small businesses, prudent spending is paramount to carving out a niche and staying afloat amidst industry giants. It's a strategic game where every penny counts, demanding innovation and creativity to make impactful impressions. In today's market, where attention is currency, mastering the art of maximising a modest budget isn't optional—it's the lifeline for sustainable growth and long-term success. How to Improve Small Business Operations to Maximise Business Productivity Business operations are not merely a means of cost management. All aspects of your business relate to business operations. Broadly, for all business sectors there are eight categories to focus on in business operations where improvements can be made: Organisation operations Sales and marketing operations Supply chain operations Sourcing and procurement operations Financial operations Business process management Research and development Outsourcing operations Of course, not all of these categories will apply to every business. But it goes to show the broadness of which aspects can be addressed in the process of operational improvements. For most SMEs, the following strategies can help to improve small business operations: A business improvement programme Reviewing and refining processes Improving employee well-being A more developed financial strategy Utilising the best technologies available Measure overall performance and set goals A Business Improvement Programme A business improvement programme will ensure that the right problems are fixed in the right order, that the operational issues that are having the most significant impact on the business need to be addressed first. Reviewing and Refining Processes for Continuous Improvement Business process management (BPM) speaks to the statistic we referred to in the introduction; that only 4% of businesses measure and manage processes. Process refinement is at the heart of improving business operations.BPM gives businesses a better understanding of the drive behind day-to-day operations. Without documented and measured processes, you’re just making guesses as to where operational improvements can be made, which is why so often large changes driven from the top-down cause such chaos for frontline workers. Though the brand is known as a global success now, Taco Bell used a business process management strategy to save their brand from going under back in the 1980s. In 1983, while the rest of the fast food industry was seeing an average 6% year-on-year growth, Taco Bell’s annual revenue growth was negative 16%. The newly appointed CEO, James Martin focused on completely redesigned business processes as a means of growth, transforming them into the $3 billion company we know today. All this to say, processes must be documented and measured within businesses, so that they can be reviewed and analysed. This shouldn’t be a one time review, but a continuous process of improvement. This can allow businesses to automate in new areas and better allocate resources to more productive activities. Improving Employee Well-Being Improves Employee Engagement Employee engagement is at the heart of business productivity. The picture in the UK for employee engagement currently is bleak. Gallup research reveals only 27% of UK employees strongly agree that their workplace cares about their well-being. While many companies have an employee well-being programme in place, many of these bring lacklustre results when it comes to increasing employee engagement. There are no end of ways to improve employee engagement , but in short: Creating a robust company culture with a clear vision and purpose Transparent and open communication Investing in employee development Setting clear, attainable goals Supporting the mental and physical health needs of employees Empowering employees with decentralised decision making Building stronger teams through better, selective recruitment for behaviours Developing a More Robust Financial Strategy Businesses need to make a profit and your financial strategy is at the heart of this. Particularly within the hospitality industry, but across many industries, margins have dwindled as the markets have become more and more competitive. Low margins not only impact your financial viability, but they also impact employee morale. Wages stagnate and employees move onto greener pastures. Yet the approach of cutting margins to increase sales remains a common one. Instead, we suggest competing on the customer experience instead. 86% of customers are happy to pay more for a better customer experience. So instead of continuously eating into your margins to survive, increase them and justify it by delivering a better customer experience than anyone else on the market. Utilising the Best Technologies Available to Improve Operating Efficiency Technology is an undeniable part of working life in the Fourth Industrial Revolution. Automation is expected to increase across industries, freeing up your employees time to be better devoted to more creative tasks which machines cannot do. This isn’t to say technology alone is the solution for improving business operations, but ensuring you stay ahead of the curve (and competitors!) by keeping up to date and investing in the technologies you need to streamline and improve processes is a key characteristic for small business operations management. Measure Overall Performance and Set SMART Goals to Unlock Business Productivity So many SMEs only focus on the bottom-line financial metrics. Of course these are important, but it’s vital to measure your operational metrics if you want to improve small business operations. There are no end of operational metrics to pick from to measure your overall performance and operational efficiency, but common operational metrics include: Total tickets vs open tickets Mean time between failures Mean time to repair Mean time to recovery Mean time to resolve Mean time to respond Mean time to failure Lead time Average handle time Return on advertising spend Customer acquisition cost Time to payback Marketing originated customer percentage Employee efficiency Adherence to values Customer satisfaction Revenues per employee Once you’ve measured your performance, set new SMART goals to achieve them, to allow you to continuously develop and improve operational efficiency. 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Discover 10 proven ways to improve call handling skills for sales and service agents. Learn how to build trust, enhance emotional intelligence, and close more deals with expert tips on empathy, active listening, and de-escalation. 10 Proven Ways to Improve Call Handling Skills for Sales and Service Agents Discover 10 proven ways to improve call handling skills for sales and service agents. Learn how to build trust, enhance emotional intelligence, and close more deals with expert tips on empathy, active listening, and de-escalation. Published on: 23 Jan 2020 Every call is an opportunity to strengthen customer relationships, increase satisfaction, and drive more sales. Whether you're handling customer service inquiries or closing deals, your call handling skills can make or break the experience. Mastering these skills not only improves efficiency but also enhances brand loyalty and boosts conversion rates. Here are 10 expert-backed strategies to improve call handling skills and deliver exceptional results. Focus on Active Listening to Build Trust Active listening is more than just hearing the caller’s words—it’s about fully understanding their needs and responding thoughtfully. Interrupting or rushing through calls can damage rapport, while patient listening creates trust. Use reflective phrases like: “So, if I understand correctly, you’re experiencing…” This approach reassures the caller that their concerns are being addressed accurately. Trust builds faster when customers feel genuinely heard. Increase Emotional Intelligence (EQ) for Better Caller Engagement Emotional intelligence helps you read between the lines and adjust your tone to match the caller’s mood. If a customer is upset, acknowledge their frustration immediately with phrases like: “I completely understand why this would be frustrating, and I’m here to help. ” By recognising emotions first, you pave the way for a solution-driven conversation. This can defuse tensions and improve overall caller experience. Show Real Empathy to Turn Complaints into Loyalty Empathy is essential for transforming negative experiences into positive ones. Callers want to feel understood, not like another ticket in the queue. Personalise your responses by reflecting on specific details: “That must have been frustrating for you. Let’s work together to fix this.” Empathy strengthens relationships and encourages customer loyalty, even after issues are resolved. Adapt to Different Caller Personalities for Higher Satisfaction No two callers are alike—some prefer quick, concise answers, while others need detailed explanations. Recognising personality types allows you to tailor your communication for maximum effectiveness. For fast-paced callers, get to the point quickly . For more analytical customers, provide thorough insights . This adaptability boosts engagement and satisfaction across diverse customer profiles. Master De-escalation Techniques for Difficult Calls Handling difficult calls with patience and professionalism can turn complaints into wins . The key is to remain calm, no matter how intense the caller may be. Repeat their concerns and clarify their expectations with: “Let me confirm the details to make sure I understand fully.” This signals that you’re listening carefully and prioritising their needs, which can help de-escalate the situation . Use Open-Ended Questions to Drive Productive Conversations Open-ended questions encourage callers to share more details about their concerns or needs. Instead of asking, “Is there an issue?” try: “Can you walk me through what happened?” This not only reveals more useful information but also helps in identifying upselling or cross-selling opportunities. Conversations flow naturally when customers feel encouraged to elaborate. Prioritise First Call Resolution (FCR) to Boost Efficiency First call resolution (FCR) is a key indicator of call centre success. Aim to resolve issues on the spot by gathering all necessary information early in the conversation. Before ending the call, ask: “Is there anything else I can assist with today?” This reduces follow-up calls and boosts customer satisfaction by addressing concerns in one go. Maintain a Professional and Friendly Tone Good phone etiquette is essential for creating a positive caller experience. Your tone of voice sets the mood for the entire call. Smiling while speaking naturally makes your voice warmer and more approachable. Practise active listening, avoid interrupting, and let the caller finish speaking before responding. Speak clearly and at a moderate pace to ensure understanding. Avoid complex jargon unless the caller uses it first. A friendly, professional tone enhances brand perception and builds trust. Identify and Address Pain Points Early In sales calls, understanding the customer’s pain points is key to positioning your product or service as the solution. Start by asking open-ended questions like: “What challenges are you currently facing in this area?” Listen carefully and reflect their concerns to show you understand their situation. Once the pain points are clear, tailor your pitch to demonstrate how your offering can directly resolve their issues . This approach builds urgency and increases the likelihood of closing the deal. Close Calls with Clear Summaries and Next Steps The end of a call is just as important as the beginning. Summarising key points and confirming next steps ensures no misunderstandings arise later. Use closing phrases like: “Just to confirm, I’ll send you the updated details by 5 PM today.” This leaves the caller with clarity and confidence , reinforcing a positive experience. By applying these 10 strategies, sales and service agents can handle calls more effectively , build lasting customer relationships, and drive better business outcomes. Whether it’s managing inquiries or closing deals, honing your call handling skills leads to higher satisfaction and greater success in every interaction . Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

A comprehensive business operations assessment identifies inefficiencies, strengthens decision-making, and creates a scalable business model. Gain strategic insights to enhance profitability, streamline operations, and drive sustainable growth. Comprehensive Business Operational Assessment Operational Excellence Begins With Operational Assessment Running a business involves more than just managing day-to-day operations—it’s about creating a structure that allows for sustainable, scalable growth. Many businesses unknowingly operate with inefficiencies, missed opportunities, and hidden risks that limit their value and growth potential. A comprehensive business operations assessment helps uncover these barriers, providing the clarity needed to make informed, strategic decisions. Uncover Lost Profit Inefficiencies cost businesses an average of 20-30% of their revenue annually. Misaligned processes reduce productivity and increase employee turnover. Lack of clear operating procedures leads to inconsistent customer experience and lost opportunities. What is a Comprehensive Business Operational Assessment? A business operations audit is a structured review of your company’s core functions and processes, focusing on: Business Strategy and Alignment – Are your goals aligned with day-to-day operations? Operational Efficiency – Are you maximising productivity and eliminating waste? Leadership and Accountability – Are decision-making structures clear and effective? Financial Performance – Are you optimising profit margins and cash flow? People and Culture – Is your workforce aligned with your business goals? Technology and Digital Transformation – Are you using the right tools to support scalability? Customer Experience and Retention – Are you building long-term customer loyalty? How the Assessment Works Step 1: Initial Consultation – Understanding your business goals and challenges. Step 2: Data Collection – Reviewing processes, performance data, and financials. Step 3: Analysis – Identifying gaps, inefficiencies, and missed opportunities. Step 4: Reporting – Providing a detailed report with insights and actionable recommendations. Step 5: Debrief and Recommendations – Discussing the findings and next steps. Key Insights You’ll Gain Identify the most significant bottlenecks slowing your growth. Understand the true cost of inefficiencies across your operations. Get clarity on your business’s strengths and weaknesses. Develop a roadmap for operational improvements and strategic growth. Why a Comprehensive Assessment is Essential for Scaling Scaling a business isn’t just about increasing revenue—it’s about ensuring your operational model can support growth. Without a clear understanding of your operational weaknesses, businesses risk hitting structural limitations that stall progress. An audit provides the foundation to scale strategically, improving efficiency, profitability, and business value Who Should Consider a Business Operations Assessment? Business owners preparing for growth or investment. Companies struggling with operational inefficiencies. Businesses facing declining profit margins despite increased sales. Founders looking to transition from day-to-day operations to a more strategic role. Common Mistakes That an Business Operations Assessment Can Fix Poor delegation and decision-making bottlenecks. High employee turnover and low morale. Inconsistent customer experience and declining retention rates. Over-reliance on manual processes, leading to errors and inefficiencies. Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Permaculture is a design philosophy and approach that aims to create sustainable, productive, and regenerative systems that work harmoniously with nature. What is Permaculture? Permaculture is a design philosophy and approach that aims to create sustainable, productive, and regenerative systems that work harmoniously with nature. The term "permaculture is a combination of the words "permanent" and "agriculture" or "culture." However, permaculture is not limited to agriculture alone and encompasses a broader range of applications, including land use, community development, economics, and lifestyle choices. The history of permaculture The story of permaculture begins with the collaboration between Bill Mollison and David Holmgren in the 1970s. Both Mollison, an Australian biologist, and Holmgren, a graduate student at the time, were concerned about the environmental degradation caused by industrialised agriculture and the unsustainability of modern lifestyles. Their shared interest in finding sustainable solutions led them to develop the concept of permaculture. However, the concept extended beyond agriculture alone and encompassed a holistic design approach that could be applied to various aspects of human systems. In 1978, Bill Mollison and David Holmgren published the book "Permaculture One ," which introduced the core principles and ethics of permaculture. This publication marked the official beginning of permaculture as a defined discipline. Inspired by indigenous land management practices, traditional farming methods, and ecological systems, Mollison and Holmgren sought to create a design system that emulated the patterns and resilience of natural ecosystems. They recognised that by observing and working with nature's principles, it was possible to create productive and sustainable human systems. Permaculture gained wider recognition through Mollison's teachings and the establishment of the Permaculture Institute in Tasmania, Australia. Mollison travelled extensively, teaching permaculture design courses and inspiring a growing community of practitioners around the world. His teachings and the practical application of permaculture principles contributed to its spread across different continents and climates. The publication of Mollison's book "Permaculture: A Designer's Manual" in 1988 further solidified permaculture as a comprehensive design methodology. The book provided a detailed guide to permaculture design, covering topics such as site analysis, soil management, water systems, energy systems, and social aspects. Over the years, permaculture has evolved and diversified, with practitioners adapting the principles and methods to suit various contexts and challenges. Permaculture designs have been applied to a wide range of settings, including urban gardens, rural farms, community projects, eco-villages, and regenerative land management. Today, permaculture inspires and empowers individuals and communities to create sustainable and regenerative systems. It has influenced sustainable agriculture, ecological design, community development, and alternative education. Permaculture principles and practices have become integral to the broader sustainability and resilience movements. The history of permaculture showcases the power of observation, collaboration, and creative problem-solving in designing systems that promote the well-being of both people and the planet. It emphasises the importance of working with nature, valuing diversity, and fostering resilient and self-sufficient communities. Permaculture is guided by three ethics: Earth Care: This ethic emphasises the importance of caring for the Earth and all living systems. It recognises that our well-being is interconnected with the health and vitality of the planet. Permaculture seeks to minimise harm to the environment, regenerate degraded landscapes, and promote biodiversity. People Care: People Care focuses on meeting the needs of individuals and communities in fair and equitable ways. It involves promoting social justice, providing for basic needs, and fostering supportive and resilient communities. Permaculture encourages self-reliance, local decision-making, and cooperation among people. Fair Share: Fair Share relates to the ethical distribution of resources and the principle of sharing surplus. It recognises that resources are finite and should be shared in an equitable manner. Permaculture promotes the idea of using resources wisely, reducing waste, and redistributing excess to meet the needs of others and contribute to the broader community. Permaculture design Permaculture design is the practical application of these ethics. It involves observing and mimicking the patterns and principles found in natural ecosystems to create integrated and efficient systems. Permaculture design principles provide guidance for designing sustainable systems, and some common principles include: Observation and Interaction: Careful observation of natural patterns and interactions is essential for effective design. Understanding the relationships between elements allows for better design decisions. Use and Value Renewable Resources and Services: Permaculture encourages the use of renewable resources such as solar energy, wind power, and natural materials. It also emphasises valuing and utilising ecosystem services provided by nature, such as pollination, water filtration, and nutrient cycling. Design for Diversity: Permaculture recognises the strength and resilience of diverse systems. Designing with diversity in mind increases stability, enhances ecosystem functions, and reduces vulnerability to pests and diseases. Apply Self-Regulation and Accept Feedback: Permaculture systems are designed to be self-regulating and adaptable. They respond to feedback from the environment and the people interacting with them, allowing for continuous improvement and adjustment. Integrate Rather than Segregate: Permaculture seeks to create functional connections and relationships between different elements within a system. By integrating elements, such as plants, animals, and structures, the overall efficiency and productivity of the system can be increased. Use Small-Scale, Slow Solutions: Permaculture often favors small-scale, decentralised systems that can be easily managed and adapted. It emphasises the importance of gradual, incremental changes rather than large-scale, rapid interventions. Value the Edge: Permaculture recognises that the edges and interfaces between different ecosystems or elements are often the most productive and diverse. Designing to maximise the utilisation of edges can increase overall system productivity. Permaculture can be applied to various contexts, including urban gardens, rural farms, community projects, and even personal lifestyles. It provides a framework for creating sustainable and resilient systems that meet human needs while enhancing ecosystem health and biodiversity. Permaculture design techniques and strategies Permaculture design incorporates a wide range of techniques and strategies, including: Designing for multiple functions: Elements in a permaculture system should serve multiple purposes to maximise efficiency and productivity. For example, a tree can provide shade, produce fruits, improve soil quality, and act as a windbreak. Building soil fertility: Permaculture emphasises the importance of healthy soil as the foundation of a productive system. Techniques such as composting, mulching, and cover cropping are used to improve soil structure, fertility, and water-holding capacity. Water management: Permaculture design aims to capture, store, and efficiently use water on-site. Techniques like rainwater harvesting, swales (contour trenches), and the use of ponds or tanks help conserve water, prevent erosion, and support plant growth. Integrating diversity: Permaculture systems promote biodiversity by incorporating a variety of plants, animals, and microorganisms. Diversity increases ecosystem resilience, reduces pest and disease pressures, and improves overall productivity. Using renewable resources: Permaculture emphasises the use of renewable resources and minimising waste. Renewable energy systems like solar panels and wind turbines are often integrated into permaculture designs, and waste products are recycled or repurposed. Designing for energy efficiency: Permaculture designs aim to minimise energy inputs by optimising the placement of elements and utilising passive solar design principles. This includes designing buildings to maximise natural light and heat, and using energy-efficient technologies. Creating beneficial relationships: Permaculture design encourages the creation of mutually beneficial relationships between elements in the system. For example, planting nitrogen-fixing plants near crops that require nitrogen, or using companion planting to enhance pest control. Zones and sectors: Permaculture designs often utilise zoning and sector planning to strategically locate elements based on their frequency of use and energy requirements. Elements requiring frequent attention are placed closer to the center of activity, while low-maintenance elements are placed further away. Permaculture design can be applied to various scales, from small backyard gardens to large-scale agricultural systems. It seeks to create sustainable, productive, and resilient systems that work in harmony with nature while meeting the needs of people and communities. The permaculture design process The permaculture design process follows a systematic approach to create sustainable and regenerative systems. While different designers may have variations in their process, the following steps provide a general framework for designing using permaculture principles: 1. Define the Goals and Objectives: Begin by clearly defining the goals and objectives of the design project. Consider the needs and desires of the individuals or community involved, as well as the environmental and social context. 2. Site Analysis and Assessment: Conduct a thorough analysis of the site where the design will be implemented. Observe and document the existing natural features, climate patterns, water sources, soil conditions, microclimates, and available resources. This analysis helps in understanding the site's potential and limitations. 3. Design Conceptualisation: Based on the site analysis, develop a design concept that integrates the goals and objectives with the site's characteristics. Consider elements such as water management, energy flows, zones, and sectors. Use principles such as functional interconnection, stacking, and efficiency to guide the design. 4. Design Elements and Placement: Identify and select specific elements to be included in the design, such as plants, animals, structures, and infrastructure. Consider their functions, interactions, and relationships within the system. Use tools like zone planning and sector analysis to determine the optimal placement of elements based on their requirements and human use. 5. Integration and Synergy: Seek opportunities for integration and synergy among design elements. Look for ways to create mutually beneficial relationships and interactions, such as using plants to provide shade, windbreaks, or nitrogen fixation for other plants. 6. Implementation Strategies: Develop a plan for implementing the design, considering factors like available resources, budget, and timeline. Determine the sequence of implementation, considering dependencies and priorities. Break down larger tasks into smaller achievable steps. 7. Monitoring and Evaluation: Continuously monitor the implemented design to assess its performance and adjust as needed. Evaluate the effectiveness of the design in meeting the established goals and objectives. Collect feedback from stakeholders and learn from the successes and challenges encountered during implementation. 8. Iteration and Adaptation: Permaculture design is an iterative process that allows for continuous learning and adaptation. Use the feedback and insights gained from monitoring and evaluation to refine and improve the design over time. Embrace a flexible and evolving approach as the system matures and changes. It's important to note that the permaculture design process is not necessarily linear, and different steps may overlap or be revisited as the design evolves. It encourages a holistic and creative approach that takes into account the unique characteristics of each site and the needs of the people involved. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Purpose-driven businesses motivate staff, creating more value, happier customers and much more. Find out more about being a purpose-driven business. 15 Benefits Of Being A Purpose-Driven Business Businesses need to be seen as places where people look forward to going to work. They need to have a purpose beyond mere profit, becoming a place that people want to buy from and which connects emotionally with both customers and staff. Published on: 16 Feb 2023 Businesses need to be seen as places where people look forward to going to work. They need to have a purpose beyond mere profit, becoming a place that people want to buy from and which connects emotionally with both customers and staff. Being a purpose-driven business, with a purpose beyond just profit motivates and engages your staff. Recent research shows they outperformed the financial markets by 42%. The problem is that we’re coming up against inertia and the fact that as a general rule, people prefer to play it safe instead of taking risks. They don’t want to do something unless hundreds of other people have already done it. That can be a problem, especially if it holds people back from being less transactional in their approach. Transactional businesses are a thing of the past, and relational, purpose-driven businesses are the way of the future. Here are just fifteen of the main reasons why. Purpose-driven business benefits 1. Staff are more motivated When your staff connect with your purpose, and when their purpose and your purpose are the same, they’ll feel more engaged and more involved in the workplace. This boosts staff motivation across the business, to the point at which their motivation will be noticed by your customers. This brings us on to our next point. 2. Customers are happier When your customers feel like they’re part of a bigger picture, they’ll be more loyal to the business. This means that they’ll spend more money with you, they’ll be more likely to recommend you to others and they’ll be more likely to forgive your mistakes if you’re unfortunate enough to make them. 3. Improved business performance When everybody is all aligned and pointing in the same direction, they’re more likely to work better together and to find ways to solve problems more quickly. It’s like having all hands on deck and getting them to row in the same direction at the same time instead of just allowing every sailor on your ship to do whatever they feel like. 4. An improved business culture Your culture is the glue that holds your business together. It will make your business a place that people can’t wait to arrive at and where they feel more reluctant to leave at night. Everybody will have an increased sense of recognition and reward. 5. Less stress Who wants to go to work every day and feel stressed from the moment they arrive until the moment they leave? Nobody, that’s who. The best companies go out of their way to keep stress to a bare minimum, and because of that they make more money and are easier places to work in. It’s better for employees’ mental health, too. 6. Increased employee retention and lower churn rates When staff leave, it’s very damaging to businesses and service can get disrupted. In fact, replacing staff costs British businesses over £4 billion every year , and it’s easy to see why when you factor in training costs and disruption. Being a purpose-driven business can boost employee retention and help to combat this. 7. Creates value with improved relationships Developing a purposeful business goes hand-in-hand with adding value and improving your business’s relationships with customers. With purposeful businesses, value is created more easily and it’s invested in relationships that last. 8. Creates trust with improved relationships Along with adding value, becoming a more relational business will also lead to an increased amount of trust. When people feel a connection with you, your brand and your purpose , they want to buy into that as well. They’re more likely to trust you. 9. Doesn’t get commoditised quite so easily or need to fight on price When your company doesn’t have any special purpose to it, you end up competing on price because your product or service has nothing to distinguish it from those of your competitors. When you develop a purpose, your products become more than just things and your services become experiences. And when all that happens, people will be more than happy to pay a premium, which you can then reinvest in better catering to their needs. 10. Less sensitive to market conditions Purpose-led businesses are much less sensitive to market conditions. If your purpose is weak, your relationships will be, too. As the market starts to turn, and as competitors start to innovate more quickly, your sales will slide away as with lower loyalty and need, your products will be more forgettable. 11. Less vulnerable to boom and bust sales cycles In any business, sales come infits and starts. They can be great one month and terrible the next. With a less purposeful business, you’re more vulnerable to these boom and bust sales cycles. This forces you to spend more time pushing your company with marketing activity or a renewed sales drive. Otherwise, the sales come in and then quickly peter out. 12. Higher innovation Innovation doesn’t have to mean finding a new way of reaching Mars. A novel way of taking payment that’s easier and more secure, for example, is equally good. Ensuring that purpose is rooted throughout your business means that people will feel more empowered to act creatively and to take measured risks. 13. Higher staff productivity More motivated, more engaged, better organised and more focused staff will lead to higher levels of productivity. This can cut costs and boost profitability, ultimately becoming a competitive advantage for you. More productive staff will also feel more accomplished at the end of the day. 14. Stronger brand When you focus on developing and showing purpose, you create memorable experiences and develop a much stronger brand. Creating experiences and demonstrating their purpose (empowering extreme sports people and athletes) is what’s enabled Red Bull to build the global brand that they have today. 15. Creates more positives reviews People like to help people who help them. By creating a purposeful business and helping your customers to live their best lives, you’re more likely to create a general sense of positivity around your business. This means you’ll be more likely to gain followers, to earn positive reviews and to pick up business through referrals. Conclusion Now that you know just fifteen of the benefits of putting purpose first when it comes to the way you’re doing business, it’s time for you to rethink your approach to doing business. Becoming a purpose-driven business will give you the benefits we’ve talked about in this article, but there’s one other benefit that we haven’t talked about: it’s the right thing to do. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

3 Steps to Reduce Customer Complaints can Help Your Business Continually Improve and Increase Business Productivity, and Improve Service Levels 3 Steps to Reduce Customer Complaints 3 Steps to Reduce Customer Complaints can Help Your Business Continually Improve and Increase Business Productivity, Profitability and Improve Service Levels Published on: 27 May 2021 Think about the average day of one of your sales advisors or customer service advisors. How much of it is taken up with complaint calls? What steps are you taking to reduce customer complaints? Instead of your staff’s time being taken up with these customer complaints, they could dedicate their time to more productive and creative tasks to grow your business . This could be following up leads, improving your customer service or any number of other productive tasks. What are customer complaints? The reason for a customer complaint can vary hugely. But they all have one thing in common — they needn’t have happened in the first place. For almost any customer complaint, there’s a simple solution a company could have implemented to prevent it happening in the first place. How to reduce customer complaints So, what should you do to reduce customer complaints? It begins with conversational intelligence be able to identify patterns in your calls. Once you identify these patterns, you can start identifying the solutions to resolve them. For example, if you have a high amount of complaints about bookings or appointments, you know you need to improve your online services around this aspect of your business. Companies who review and analyse these service calls and take the action to implement changes to resolve complaints continuously are the companies who outperform their competitors. Not just in regard to the customer experience they provide, but in their business productivity and business profitability too. 3 steps to reduce customer complaints You can implement a 3 step process to ensure you’re dealing with fewer hidden complaints. It goes like so: Listen to your frontline staff Utilise customer feedback Take action Step 1: Listen to your frontline staff By your frontline staff, we mean your employees who are actually dealing with your service calls on a daily basis. They’re the ones who know your businesses biggest strengths and weaknesses. They know what your customers love and value, and what they don’t. So many businesses are still stuck in the dated command-and-control hierarchy where new implementations and changes come from the top down. These changes often sound great in principle, but in practice they wreak havoc for customers and frontline staff. It’s because this business structure simply doesn’t work. For the best ideas and changes, you need to change the structure to a flat organisation where ideas can flow freely from your frontline staff to the CEO. These are the ideas for customer experience changes that will set you ahead of competitors. Step 2: Utilise customer feedback Of course, it’s not just your staff you should listen to, you should also listen to your customers by collecting feedback regularly. This feedback can be in more structured forms like real time feedback or customer surveys, but it also refers to listening to the hidden desire behind a service call. For example, if a customer calls you asking for an update, you shouldn’t write it off as just that. What that customer is actually asking for is a process in place to update them regularly, whether that’s through automated texts or emails. Step 3: Take action There’s little use in listening to your staff and your customers if you don’t then take action from it. So many companies are guilty of this. In particular, asking for customer feedback then ignoring anything that isn’t positive. Companies need to take the various feedback and come up with plans to address it. This means reviewing internal processes and updating as necessary, improving phone skills , updating software to more advanced capabilities, hiring additional staff to reduce wait times or any number of other possibilities. Regardless of what the resolution of the informal complaint is, management needs to be taking the actions to ensure the feedback isn’t simply forgotten. Customer complaints cost your business valuable time and resources which could be better put towards more productive tasks. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

In today's competitive landscape, hotels need to embrace revenue intelligence to stay ahead and adapt to evolving consumer preferences and market trends. Revenue Intelligence for Hotels In today's competitive landscape, hotels need to embrace revenue intelligence to stay ahead and adapt to evolving consumer preferences and market trends. Published on: 5 Feb 2015 Revenue intelligence in the hotel industry encompasses the strategic analysis and utilisation of data to optimise revenue streams and enhance profitability. It involves leveraging various metrics and insights to make informed decisions across departments, from pricing strategies to marketing campaigns. In today's competitive landscape, hotels need to embrace revenue intelligence to stay ahead and adapt to evolving consumer preferences and market trends. Conversational intelligence plays a vital role in revenue intelligence for hotels, especially in the realm of guest interactions. By harnessing conversational data from customer interactions, such as inquiries, feedback, and reviews, hotels can gain valuable insights into guest preferences, satisfaction levels, and pain points. This intelligence can inform personalised marketing initiatives, service improvements, and upselling opportunities. Whether through direct conversations with guests at the front desk or through online platforms and chatbots, harnessing conversational intelligence enables hotels to build stronger relationships with guests, ultimately driving loyalty and revenue growth. Recent research carried out by Rostone Operations revealed that 57% of hotels neglected to do a simple thing that would transform their booking levels overnight and reduce reliance on costly third party booking agents. Do you address your customers as ‘Sir’ or ‘Madam’, or are you striving to get ahead? Companies getting the edge in their customer service are recognising the benefits of familiarity when addressing their customers. Our Business Coaching for Hotels will ensure you never miss another business opportunity. Recent call content analysis highlighted some surprising results We reviewed the call content of 50 calls to different city based hotels further to our blog ‘Is your front desk a proactive front desk or are your teams suffering from complacency and missing valuable bookings?’ and found that in 57% of calls the call handlers failed to offer their name to the caller. Give your name and enhance trust When a call handler offers their name to a caller it enhances and promotes trust. If your caller has a name and a personality to talk to, you can make that leap from a faceless organisation to another human being; they become more willing to open up, meaning you have a better chance of being able to help. It gives the caller implied permission to ask you questions and opens up the ability to relate to the person on the other side, increasing empathy and understanding between the parties. In addition to all of these benefits of knowing a call handler’s name there is one, even more significant benefit: A caller knowing a call handlers’ name legitimises the call handler’s request to know the name of the caller. Use their name and make a difference This is something that surprisingly every hotel in our survey failed to do on every call. Yet, it is the one thing that can make the biggest difference to the direction and content of your call. This technique, used extensively in other industries and recognised for its ability to drive emotional attachment increases the likelihood of the caller becoming a paying customer. By treating the caller as an individual and using their name you are telling the caller ‘your business matters to us’. It enables you to change the dynamics of the call; Instead of sitting in a more ‘servant like’ relationship, you change the relationship to a more interdependent one. This inter-dependency enables your staff to ask more questions and propose alternatives more freely, demonstrating a higher level of customer service and increasing the likelihood of a reservation being made, as well as increasing the likelihood of referred business. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

In the sustainable era, companies must prioritise transparency and ESG engagement to foster investor trust and support for responsible practices. Investor Relations in the Era of Sustainable Business: A Guide for Companies In the age of sustainability, companies must embrace transparency, set clear goals, and engage with ESG-focused investors to build trust and attract support for their responsible business practices. Sustainable Investor Relations in Modern Business In recent years, the landscape of business has been undergoing a profound transformation. The rise of sustainability and environmental responsibility has moved from the periphery to the core of corporate strategy. As companies recognise the importance of sustainable practices, they are not only redefining their business models but also reshaping the way they interact with their investors. The role of Investor Relations (IR) has never been more critical, as investors increasingly seek companies that align with their values and demonstrate a commitment to sustainability. In this article, we will explore the evolving dynamics of investor relations in the era of sustainable business and provide valuable guidance for companies aiming to effectively communicate their sustainability efforts to investors. Strategic Scaling in the Era of Sustainable Business Scaling a business today means more than expanding operations—it requires strategic scaling : the deliberate alignment of growth initiatives with sustainability, stakeholder expectations, and long-term value creation. For companies looking to build investor confidence, this approach is not just ideal—it’s essential. 1. Aligning Growth with ESG Objectives Strategic scaling ensures that environmental, social, and governance (ESG) factors are integrated into core decision-making. This involves: Sustainable Product Innovation – Developing solutions that meet market demand while lowering environmental impact. Workflow Optimisation – Streamlining operations to boost efficiency, reduce waste, and enhance social outcomes. Investor-Focused Transparency – Leveraging ESG reporting standards like SASB or GRI to showcase accountability and impact. When scaling is strategic, growth becomes a lever for both financial and societal return—attracting investors who are committed to future-fit businesses. 2. Balancing Ambition with Financial Resilience Strategic scaling also means knowing how fast—and how far—you can grow without compromising stability. Frameworks like the Sustainable Growth Rate (SGR) help businesses calculate an optimal, self-financed growth path. This disciplined approach reassures investors that scale is being pursued with care and foresight. 3. Using Mid-Sized Agility as a Strength Mid-sized companies are uniquely positioned for strategic scaling. Their adaptability allows for rapid integration of ESG practices without the inertia often found in larger firms. Investors value this agility, especially when paired with a clear sustainability vision. 4. Investor Relations as a Strategic Growth Lever Communicating your strategic scaling roadmap effectively is as important as the roadmap itself. Investors need confidence not just in numbers, but in direction—how your business plans to grow while remaining aligned with the broader shift toward sustainability and stakeholder capitalism. 5. Leveraging Technology for Scalable Impact Digital tools, AI, and automation can amplify the effects of strategic scaling. Whether through data-driven decision-making or smarter resource management, technology enables companies to grow sustainably, at scale, and with precision. Strategic scaling connects the dots between ambition, responsibility, and resilience. It’s the bridge between business growth and sustainable impact—exactly what today’s investors are looking for. The Growing Interest of Investors in Sustainable Businesses Investors are no longer just interested in financial performance; they are equally focused on Environmental, Social, and Governance (ESG) factors. Sustainable business practices that minimise environmental impact, promote social responsibility and ensure sound governance are highly attractive to investors. Here's why: Risk Mitigation: Sustainability practices are often associated with reduced risks. Companies that pay attention to ESG factors are better prepared to weather economic and environmental storms. For investors, this translates into lower investment risk. Long-term Value: Sustainable businesses are more likely to thrive in the long term. Investors understand that companies with robust ESG practices are better positioned for sustainable growth and profitability. Regulatory Compliance: Governments worldwide are enacting stringent environmental regulations. Companies that are proactive in adhering to these regulations are less likely to face legal or financial repercussions. Investors want to be associated with businesses that are not just following the law but leading in compliance. Consumer and Stakeholder Trust: As consumers become more conscious of their choices, they prefer companies that stand for sustainability. By investing in sustainable businesses, investors gain the trust and loyalty of an increasingly conscientious customer base. Access to Capital: Sustainable companies often find it easier to access capital and enjoy lower borrowing costs. Investors understand that such companies have a competitive advantage in securing financing. Given these compelling reasons, companies need to proactively communicate their commitment to sustainability to attract and retain investor interest. Fostering Investor Confidence and Support Effectively communicating a company's sustainability efforts to investors is an essential aspect of modern Investor Relations. Here are some key steps companies can take to foster investor confidence and support: Transparency is Key: To build trust with investors, it's vital to be transparent about your sustainability practices. Companies should be open about their goals, progress, and challenges. This transparency can be achieved through regular sustainability reports and ESG disclosures, which provide investors with a clear picture of the company's sustainability journey. Set Clear Goals: Define your sustainability goals and key performance indicators (KPIs). Investors want to see measurable progress. Companies should establish clear targets and regularly update investors on their progress towards these goals. Integration into Strategy: Sustainability should be deeply integrated into a company's overall strategy, not treated as a separate initiative. Investors want to see that sustainability is not just a checkbox but a core part of the business model. Engage with Stakeholders: Engaging with various stakeholders, including investors, is crucial. This can involve hosting sustainability webinars, participating in industry events, and being responsive to investor inquiries. Companies can also seek feedback from investors on their sustainability efforts. Educate Investors: Many investors may not fully understand the intricacies of sustainability. It's the company's responsibility to educate them on how sustainable practices create long-term value. This education can occur through investor presentations, reports, and meetings. Certifications and Awards: If your company has received sustainability certifications or awards, proudly highlight these achievements. These external recognitions can provide third-party validation of your commitment to sustainability. Collaborate with ESG Rating Agencies: Working closely with ESG (Environmental, Social, and Governance) rating agencies can help companies improve their ESG scores. Higher scores can attract more investors interested in ESG factors. Benchmarking: Benchmark your sustainability performance against industry peers. This allows investors to see where your company stands in comparison to others and assess your relative sustainability performance. Diversify Your Investor Base: Seek out investors who have a strong ESG focus. Explore responsible investment funds, impact investors, and socially responsible investors. Diversifying your investor base can help attract those who align with your sustainability goals. Sustainability in Executive Compensation: Consider tying executive compensation to sustainability goals. This signals a strong commitment to sustainability at the highest levels of the company and aligns the interests of leadership with those of investors. Challenges and Potential Pitfalls While the benefits of prioritising sustainability in investor relations are evident, companies must be aware of potential pitfalls and challenges: Greenwashing: One of the most significant dangers is greenwashing, where a company exaggerates or falsely claims its sustainability efforts. Such practices can lead to reputational damage and loss of investor trust. Genuine commitment to sustainability is essential. Complex Metrics: Measuring and reporting on sustainability can be complex, and there is no one-size-fits-all approach. Companies must carefully choose their metrics and be prepared to adapt to changing standards and investor expectations. Short-Term vs. Long-Term Pressure: Companies often face the dilemma of balancing short-term financial performance with long-term sustainability goals. This can be challenging when quarterly earnings reports hold sway over investor sentiment. Resistant Shareholders: Some shareholders may be resistant to ESG initiatives, viewing them as distractions from the core business. It's essential to communicate the long-term benefits of sustainability to win over such investors. Regulatory Changes: The landscape of sustainability reporting is evolving. Companies must stay informed about changes in regulations and standards to ensure they remain compliant and provide accurate information to investors. In conclusion, the era of sustainable business has ushered in a new era of investor relations. As investors increasingly consider ESG factors, companies must adapt to this shift and communicate their sustainability efforts effectively. Transparent reporting, clear goals, and an integrated sustainability strategy are vital components of this communication. By fostering investor confidence and support in sustainable business practices, companies can not only attract capital but also contribute to a more sustainable and responsible corporate world. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn how to increase the profitability of your lettings agency by increasing productivity, with expert tips from the productivity experts, Awardaroo. 5 Ways To Create A Highly Profitable Lettings Agency Learn how to increase the profitability of your lettings agency by increasing productivity. Published on: 25 Apr 2019 Post Summary: Like The Wizard of Oz, the lettings industry is facing many financial challenges. The old lettings agency model was all about the agency acting as an intermediary between landlord and tenant. As of June 2019, the balance of power will move towards the tenant as tenant’s fees are removed through the Tenant Fees Bill. With this new model, lettings agencies are focused on helping happy customers to find a place to hang their hat at the end of a long, hard day. This year the classic Wizard of Oz film came back to our cinema screens, celebrating its 80th birthday. Once again, we heard Dorothy sing about Somewhere Over the Rainbow, a song about, a happy, hopeful place where dreams come true. What most people don’t realise is that this iconic piece of Hollywood history was actually a nightmare to produce as well as one of the most expensive movies to date. It didn’t make a profit until 10 years after its first release, with half the cast sustaining injuries during its production. Like The Wizard of Oz, the lettings industry is facing many financial challenges. If it doesn’t address these, there may be casualties, as this blog explains. So, let’s look beyond the present model to a new model, where the right productivity mindset, insights, and actions will turn struggling lettings agents into the rewarding businesses they’d love to be : a place where their clients feel at home. The old lettings agency model The old model was all about the agency acting as an intermediary between landlord and tenant. They’d focus most of their attention on the landlord, collecting a fee from the tenant (in the case of fully managed services) as well as charging the landlord a commission. The new lettings agency model As of June 2019, the balance of power will move away from the lettings agencies and landlords towards the tenant, as tenants’ fees are removed through the Tenant Fees Bill . This will wipe out up to 20% of revenue for estate and lettings agents, forcing them to think differently about where they earn their revenues to guarantee longevity. Clearly, the old lettings agency model is broken. Instead of barely surviving, lettings agencies would thrive if they adopted a more customer-focused model. Here, they would act as the landlord, growing their business through additional income-generating services such as added-value property and asset management advice to client investors (previously landlords) and benefits like ironing, cleaning and discounted gym memberships to tenant customers (previously tenants). Taking inspiration from the famous Wizard of Oz story, here are five lessons for improving lettings agency efficiency through this better business model. Bring on the yellow brick road: 5 ways to create a highly profitable lettings agency Every road comes to an end. Clearly, the old lettings model is flawed and could lead to a dead end. By providing added value services, agents will keep their esteemed tenant clients loyal and happy while catering to landlord investors who gain higher yields on the properties they rent. Use brains, heart and courage. In the Wizard of Oz, the scarecrow, tin man and lion represent the brains, heart and courage, which triumph over adversity. If lettings agents are to weather the storm caused by legislation such as the Tenant Fees Bill, they need a different mentality which ensures that all their agents are coached on and rewarded for a new set of behaviours which are focused purely on keeping all stakeholders happy. According to Stewart Simpson, Sales Director of Simpson, Google client reviews are not about fees but rather are “about how they felt about the whole experience and [whether] they trusted us.” Every success story needs a hero. As Dorothy was in the Wizard of Oz, the tenant is the new hero. If they’re placed at the core of a new business model, they’ll stay longer, pay higher rents and recommend the lettings agency to other tenants. The agency, in the role of the supporting characters, will gain a strong reputation for the value they bring to client investors and tenant customers and be seen as a key part of their success story. There’s no place like home. With this new model, lettings agencies no longer act like “professional” matchmakers between people and properties and viewing it as parts of a process. Instead, they’re focused on helping happy customers to find a place to hang their hat at the end of a long, hard day. After all, as Dorothy said when she clicked together the heels of her ruby red slippers, “There’s no place like home.” Every story needs a happy ending . The iconic Wizard of Oz story had a defined beginning, middle and ending. This is where they differ from exceptional lettings agencies, which are continuously improving their never-ending success story. Conclusion THE END…or is it? Every good story has a moral, and this one’s no different. Ding, dong, the witch is dead – and so is the old model of running a lettings agency. On the Wizard of Oz’s 80th birthday, with a new business model, exceptional lettings businesses can be created one behaviour at a time. Somewhere over the rainbow, productivity dreams can come true. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

If you’re stuck for ideas on how to develop your L&D strategy, draw inspiration from these incredible learning and development strategy examples. 5 Learning and Development Strategy Examples to Inspire You If you’re stuck for ideas on how to develop your L&D strategy, draw inspiration from these incredible learning and development strategy examples. Learning and development can help businesses in a huge variety of ways including: Increasing employee engagement and wellbeing Improving business productivity Improving employee retention Attracting the best talent for businesses Increasing profitability Improving the customer experience Creating a stronger company culture With all these benefits, businesses are constantly evolving and improving their learning and development strategy . If you’re stuck for ideas on how to develop your L&D efforts, you can draw inspiration from these incredible learning and development strategy examples. Learning and Development Strategy Example 1: Moneysupermarket Moneysupermarket’s learning team had some chats with staff about their current learning and development strategy. They asked team members what inspired them to go on certain training courses or workshops offered and what they hoped to learn from them. To their surprise, they found that going on courses or attending workshops didn’t always lead to positive learning outcomes. Instead, the business began to focus on the concept of learning in the flow of work. They utilised open-source content to allow staff to learn as they go and then cement that knowledge by using it straight away. As the business, like so many, had moved to remote working, they began running virtual learning sessions. They tailored these sessions to the needs of their staff by asking for feedback on what staff were struggling with during company-wide virtual meetings. They would then send out relevant learning content to employees, based on their exact needs. From here, the business invested in the learning platform, Degreed. This AI and machine learning platform lets their staff enter their job role and self-assess their skillset. From here, the learning content is personalised to their role and skill level and their unique strengths and weaknesses. The learning and development team utilise the data provided by the platform to identify areas across the business where more investment may be needed. Moneysupermarket say employee engagement with the platform has been high and that feedback shows staff are enjoying the tailored content. What Can We Learn From This Learning and Development Case Study? Like many businesses, Moneysupermarket realised that investing in large scale, non-specific courses may not actually be helping employees learn and enhance their knowledge and skills. Utilising employee feedback and learning technologies to provide tailored content unique to their employee needs is a surefire way to increase employee engagement and see better learning outcomes for the business. Learning and Development Strategy Example 2: Itsu Itsu is a British food chain. As well as selling their product to supermarkets, they have many fast food shops and restaurants across the UK and turnover of more than £100 million. Despite growing considerably between 2013 to 2018, the business realised they had a problem. They had extremely high turnover among their fish cutters, despite receiving more than 600 applications a week from talent wishing to join the team, the business seemed to struggle in getting them to stay. For the fish cutter role in particular, around 80% of their team were Europeans, many of whom only wish to come over to the UK for a year to improve their English and then head home. This turnover caused further problems, as the business was running low on experienced fish cutters or Fish Pros as they like to call them. Itsu training manager had previously worked training fish cutters for new stores. But she’d noticed that the training didn’t offer any hands-on practice for new recruits. She decided to revamp it. This actually led to developing a masterclass that met City and Guilds standards for accreditation. Graduates got a certificate and on-going guidance materials. The fish cutters also received a substantial pay rise to recognise the skill involved in the work. The training manager then went on to develop the next stage of the initiative, the Fish Pro of the Year competition. She created an X-Factor style live final, allowing staff to show off their skills. The winner of the competition receives a weekend for two in New York, so there’s a huge incentive to participate. The results of this learning and development strategy were impressive. The number of stores without a Fish Pro went from 40% to 9% within a single year. The company cut recruitment costs and customer complaints decreased. What Can We Learn From This Learning and Development Case Study? Itsu’s learning and development strategy was clearly aligned with the larger business strategy. They identified an area within the business that was affecting performance and utilised learning and development to resolve that issue. Better still, their training manager, having previously worked closely with staff, had first hand knowledge and experience, helping her create a highly bespoke approach to increase employee engagement and retention. Learning and Development Strategy Example 3: NSPCC The National Society for the Prevention of Cruelty to Children already has a huge list of accomplishments to be proud of, but settling for the status quo was not for them. They wanted to increase business performance by setting a higher fundraising target to ensure they can continue to help as many children as possible. To achieve this, they developed an integrated innovation programme as part of their learning and development strategy. The NSPCC has 400 employees within its fundraising team. They identified that these were the employees who could have the biggest impact on their performance. From here, they became the first charity to commit to innovation and knowledge management as a core competence. To achieve this they rolled out the following initiatives across the company: Training for all fundraising staff in innovation and creativity skills Developing a knowledge management and innovation intranet Developing a bespoke system to assess the impact of innovation within the business Creating different models for internal innovation Developing an integrated strategy to deploy all of the above Despite a difficult year for charities across the UK, their approach to learning and development has allowed them to continue their fundraising efforts and continue to help many children in spite of external challenges. What Can We Learn From This Learning and Development Case Study? The NSPCC identified the key staff members who would have the largest impact on their business goals and developed their learning and development strategy from here. Aligning business goals with a learning and development strategy is vital in ensuring an effective learning and development strategy and their integrated approach ensures new initiatives are better executed. As well as this, investing in technologies to measure the impact of learning and development initiatives helps them see the real value of learning and development policies and identify which policies have had the biggest impact for the charity. Learning and Development Strategy Example 4: Yelp Yelp is one of the largest third-party review sites in the world and they didn't achieve this by resting on their laurels. Their head of learning and development, James Balagot, has been with the business for eight years and watched it grow from 100 employees to more than 4,000. Yelp's learning and development score in 2015 was 13% above the benchmark for new tech. It might surprise you then, that despite being the head of learning and development, Balagot is also the only member of the team. They have a unique approach to learning and development that relies on two key practices. The first practice is that all employees are placed into stretch roles, from the day they join the business. This is supported through coaching. Balagot believes placing employees in stretch roles is key in giving them natural opportunities to learn and develop in an exciting and applicable way. He himself was placed into a sales role on his first day, despite never having done sales beforehand. He says this kind of learning is challenging and far more exciting than offering a training session. The second practice is promoting from within. A whopping 98% of Yelp's sales management roles are internal candidates. Because of this these employees are able to mentor junior staff, as they've worked in the stretch roles and been mentored themselves. They encourage staff and guest speakers to share their stories, of both success and failure, across the organisation. What Can We Learn From This Learning and Development Case Study? Yelp's approach is unusual, but that doesn't make it any less valuable. Research shows people learn best when they have to and when they can immediately apply that knowledge. Yelp's learning and development strategy very much understands the psychology of learning and uses that to its strength. Learning and Development Strategy Example 5: Scottish Water Scottish Water is Scotland's publicly owned water provider and employs around 4,200 people. The business faces a number of strategic challenges including: The climate crisis and how that will impact their services, for example, the quality of source water. The management of ageing assets like pipe networks. Reducing carbon emissions with a carbon management system to meet their commitment to reach net zero by 2045. To tackle these challenges, the business needs technical and specialist skills in the form of scientists, technicians and engineers. As many of these challenges will present unexpectedly, they also need an agile and adaptable workforce. To build this capability, the business developed an integrated learning and development strategy that harnesses the skills of their experienced employees to mentor junior employees and transfer experience, skills and knowledge. They achieve this through their Skills Academy. This model recruits experienced employees from frontline operation roles and sends them to their learning academy to teach younger recruits. They also utilised feedback from these experienced employees to identify where there might be training gaps so they could identify solutions. One of the main goals of the Skills Academy was to improve overall productivity by reducing human error through better training. They've certainly achieved this goal as following the first two years of the academy being launched, the number of burst pipes was significantly reduced alongside interruptions to customer water supplies. The business now has plans to expand the academy even further. What Can We Learn From This Learning and Development Case Study? Scottish Water identified the challenges the business is facing early on, so they're far ahead of many other businesses! They're utilising their learning and development approach to help the business better navigate these challenges in the future. Harnessing internal subject matter experts is one of the best ways to ensure the training is both relevant and valuable to new employees. As well as this, measuring the impact of learning and development initiatives through KPIs is a way of ensuring their initiatives are creating real value for the business. 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From Chaos to Control: Time Management Strategies for the Overwhelmed How to Improve Your Time Management Skills: A Step-by-Step Guide for Overcoming Overwhelm Learn practical, effective strategies to regain control of your time, reduce stress, and boost productivity in both your personal and professional life. Published on: 13 Mar 2025 Feeling overwhelmed by the constant demands of work and life? You’re not alone. In today’s fast-paced world, many people find themselves juggling numerous tasks, struggling to find a balance between productivity and personal time. But what if you could regain control, boost your efficiency, and reduce stress? The key lies in mastering time management. This blog will guide you from the chaos of a cluttered schedule to the control of a well-organised day. Why Time Management Matters Time management is not just about being more productive; it's about creating space in your life for what truly matters. Whether you’re a business leader, a working parent, or a student, time management helps you align your daily activities with your long-term goals. Poor time management can lead to missed deadlines, lower productivity, increased stress, and even burnout. On the flip side, effective time management improves focus, reduces anxiety, and allows for more time to pursue passions and enjoy life outside work. It’s a win-win for both your professional and personal life. 1. Assess Your Current Situation Before diving into specific strategies, it’s essential to evaluate your current time management practices. How are you spending your day? What tasks take up most of your time? To identify areas for improvement, start by tracking your time over a few days or a week. Actionable Tip : Use tools like RescueTime or simply keep a time log to record how much time you spend on different tasks, including meetings, emails, and breaks. This self-assessment will provide insights into where your time is being wasted. Related Resource : To learn more about assessing workplace processes, visit our Operational Efficiency Page. 2. Set SMART Goals Once you've assessed your situation, the next step is to define what you want to achieve with your time. Without clear goals, it's easy to get caught up in tasks that don't add value. Using the SMART framework—Specific, Measurable, Achievable, Relevant, Time-bound—can help you set practical goals that will guide your efforts. Example : Instead of saying, “I want to spend less time on emails,” say, “I will limit my email time to 30 minutes per day, split between morning and afternoon, by the end of next week.” Actionable Tip : Set daily and weekly goals that align with your broader career or personal ambitions. Revisit these regularly to ensure you’re on track. 3. Prioritise Effectively with the Eisenhower Matrix Do you often feel like you're constantly putting out fires, dealing with urgent tasks but never getting to what really matters? That's where prioritisation comes in. One powerful tool is the Eisenhower Matrix, which categorises tasks into four quadrants: Urgent and Important Important but Not Urgent Urgent but Not Important Neither Urgent nor Important Actionable Tip : Focus on the tasks in quadrant 2 (Important but Not Urgent), as these often lead to long-term success. Delegate or eliminate tasks in quadrant 4 (Neither Urgent nor Important). Related Resource : Visit our Lean Methodology Page to learn how prioritisation can improve operational efficiency. 4. Use the Pomodoro Technique The Pomodoro Technique is a time management method that breaks work into intervals, typically 25 minutes long, separated by short breaks. This technique not only keeps you focused but also ensures regular breaks to avoid burnout. How It Works : Choose a task. Set a timer for 25 minutes and work on the task. Take a 5-minute break after the timer rings. Repeat the process four times, then take a longer break (15-30 minutes). Actionable Tip : Try using tools like Focus Booster or a simple timer app to implement this technique in your daily routine. 5. Leverage Technology for Time Management There’s no shortage of apps and tools to help manage your time. Whether you're looking to block distractions, create to-do lists, or track your progress, there’s an app for that. Some Popular Time Management Tools : Trello : A task management app that allows you to create boards and lists for projects, keeping everything organised and accessible. Todoist : A simple, intuitive to-do list app that helps you organise tasks, set reminders, and track progress. Forest : This unique app helps you stay focused by encouraging you to grow a virtual tree every time you concentrate on a task. Actionable Tip : Start by exploring free options like Google Calendar and setting up recurring tasks to stay on top of daily responsibilities. 6. Adopt Time Blocking Time blocking involves scheduling your day in blocks of time for specific tasks. It’s a technique used by many successful people, including Elon Musk. By assigning each task a designated time slot, you can reduce multitasking, which often leads to errors and wasted time. How to Implement Time Blocking : Dedicate the first 30 minutes of your day to planning. Group similar tasks together, such as responding to emails or attending meetings. Stick to the schedule but allow some flexibility for unexpected events. Actionable Tip : Combine time blocking with task batching—grouping similar activities like meetings, emails, or calls—to enhance productivity. Related Resource : For more tips on improving focus and efficiency, check out our 30 Game-Changing Ways to Improve Your Time Management Skills 7. Apply the 80/20 Rule (Pareto Principle) The Pareto Principle suggests that 80% of your results come from 20% of your efforts. This means that a small portion of what you do each day has the most significant impact. Identifying these high-impact activities is crucial for maximising your productivity. Actionable Tip : Evaluate your daily tasks and identify the 20% that contribute most to your success. Focus on these tasks and either delegate or reduce time spent on the remaining 80%. 8. Learn to Say No One of the hardest parts of time management is learning to say “no” to tasks that don’t align with your priorities. While it may feel uncomfortable, saying no is essential to protect your time and avoid overcommitting. Actionable Tip : Practice assertive communication. When someone asks for your time, say, “I’d love to help, but I need to focus on my current priorities.” Related Resource : For more on assertive communication, explore our course on Unlocking Communication: The Fundamentals of Better Conversations. 9. Review and Reflect Regularly No matter how effective your time management strategies are, it’s essential to review and reflect on your progress regularly. Weekly or monthly reviews can help you assess what’s working, what’s not, and where you need to adjust. Actionable Tip : Set aside time at the end of each week to evaluate how you managed your time. What can you do differently next week to be more productive? 10. Delegate and Outsource You don’t have to do everything yourself. Delegating tasks to others or outsourcing can free up time for high-priority activities. Trusting your team or using freelancers for tasks outside your expertise can save significant time. Actionable Tip : Identify tasks that are time-consuming but don’t necessarily require your expertise, and delegate them to capable team members or outsource via platforms like Upwork or Fiverr . 11. Limit Distractions In today’s digital world, distractions are everywhere. Social media notifications, emails, and unexpected meetings can eat into your productive time. Creating boundaries is essential for maintaining focus. Actionable Tip : Silence notifications during work hours, use apps like Freedom to block distracting websites, and set specific times for checking emails or responding to messages. 12. Use the Two-Minute Rule The Two-Minute Rule, popularised by David Allen in his book Getting Things Done , suggests that if a task takes two minutes or less, do it immediately. This prevents small tasks from piling up and cluttering your schedule. Actionable Tip : When you come across a quick task during your day, complete it straight away rather than adding it to your to-do list. 13. Break Large Projects into Smaller Tasks Large projects can feel overwhelming and difficult to start. Breaking them down into smaller, more manageable tasks not only makes them easier to tackle but also gives you a sense of accomplishment as you complete each step. Actionable Tip : Create a project plan that breaks down tasks with deadlines for each phase. Tools like Asana can help keep everything organised. 14. Establish a Morning Routine The way you start your day sets the tone for everything that follows. A structured morning routine can help you begin the day with focus and clarity. Consider incorporating activities like exercise, meditation, or planning your day into your morning. Actionable Tip : Spend 15 minutes each morning reviewing your goals and setting your priorities for the day to ensure you're starting with intention. 15. Learn the Art of Single-Tasking Multitasking might seem efficient, but it often leads to mistakes and reduced productivity. Single-tasking—focusing on one task at a time—allows you to complete tasks faster and with better results. Actionable Tip : Turn off notifications, close unnecessary tabs, and dedicate uninterrupted time to each task. Use tools like Focus@Will to boost concentration through music. 16. Build Buffer Time into Your Schedule Avoid cramming your schedule to the brim. Instead, build in buffer time between meetings or tasks. This not only accounts for unexpected delays but also gives your brain a moment to reset between activities. Actionable Tip : Schedule 5-10 minute breaks between major tasks or meetings to review, reflect, and refocus. 17. Apply Time Limits to Tasks One way to avoid getting bogged down with perfectionism or overthinking is by applying time limits to tasks. For example, set a limit of one hour to draft a report. This encourages focus and prevents time from slipping away. Actionable Tip : Use a timer (similar to the Pomodoro technique) for each task to stay within your self-imposed time limits. 18. Plan Tomorrow Today At the end of each day, spend a few minutes planning for the next. This helps you start your next day with clarity and focus, eliminating decision fatigue early in the morning. Actionable Tip : Write down your top 3 priorities for the next day before you finish your workday, so you’re ready to jump in first thing. 19. Create a “Not-to-Do” List A “not-to-do” list helps you identify activities that don’t contribute to your goals or well-being and actively avoid them. This could include unnecessary meetings, scrolling through social media, or low-priority tasks. Actionable Tip : Write down tasks or habits you need to stop doing, and review them weekly to ensure you’re staying disciplined. 20. Practice Mindfulness Mindfulness can reduce stress and improve focus. Taking a few minutes to practice mindfulness during your day can help you stay calm, maintain clarity, and stay present with the task at hand. Actionable Tip : Incorporate short mindfulness exercises, like deep breathing or meditation, during your breaks to improve focus and well-being. 21. Reflect and Celebrate Wins Reflection is an important part of time management. Regularly reviewing your successes and failures will help you refine your strategies and improve. Celebrate your small wins to stay motivated. Actionable Tip : At the end of each week, reflect on what worked well and what could be improved. Acknowledge your accomplishments, no matter how small. Final Thoughts: From Chaos to Control Moving from chaos to control in your time management journey isn’t a one-time fix; it’s an ongoing process that requires commitment and adaptability. Start small, pick a strategy that resonates with you, and consistently implement it. Over time, you’ll see a significant improvement in your productivity, mental clarity, and overall well-being. If you're looking to dive deeper into strategies that improve efficiency and control in your professional life, consider enrolling in our operational excellence programs at Rostone Opex. By incorporating these actionable tips, you can start moving towards a more balanced, controlled, and productive life. With the right mindset and tools, mastering time management is within your reach. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Aligning sustainability and business strategy enhances profits and purpose, creating a win-win for companies, stakeholders, and the planet. Bridging the Gap: How Integrating Sustainability with Core Business Strategy Boosts Profitability and Purpose Integrating sustainability with core business strategy isn't just ethical; it's financially sound. It enhances profits, aligns with purpose, and secures a sustainable future. For too long, the pursuit of sustainability in business has often felt like an addendum, a 'nice-to-have' checkbox to tick, rather than a core, purpose-driven element of corporate strategy. The divide between sustainability and core business strategy has left many companies with a fragmented approach that fails to harness the full potential of sustainable practices. In this extensive exploration, we delve into the imperative of uniting sustainability and core business strategies, showing how this fusion can lead to enhanced profitability, a clearer sense of purpose, and a stronger, more resilient bottom line. The Legacy of Separation Historically, companies have maintained a sharp separation between their sustainability and core business strategies. Sustainability initiatives have typically been confined to mitigating downside risks, often revolving around standard recycling programs and the production of glossy Corporate Social Responsibility (CSR) reports. While these efforts are indeed commendable, they often lack a genuine alignment with a company's core purpose and competencies. Meanwhile, within the confines of corporate walls, the core business strategy focuses on making pivotal decisions that drive revenue, encompassing considerations on markets, products, and pricing. This fragmentation has persisted within organisations for far too long, with these two fundamental aspects of a company's identity existing as separate entities. This disconnect has consequences not just for the company's bottom line but also for the broader stakeholders. The traditional approach of isolation has hindered the synergistic development of sustainability and core business strategies, leaving a notable gap that undermines the overall performance of the business. The Battle of Silos One recurring challenge that this disconnection perpetuates is the existence of isolated silos within the organisation, with sustainability and strategy teams frequently competing for the attention of the CEO. The outcome of this competition is an uneven allocation of resources, creating a tug-of-war between those advocating for sustainable practices and those pursuing core business objectives. This misalignment can lead to inefficient resource utilisation and missed opportunities for growth and innovation. The Paradigm Shift However, the tides are changing. Forward-thinking companies have realised that sustainability is not just about mitigating risks and ticking off CSR checkboxes. It's a transformative journey that, when integrated into the core business strategy, becomes a driving force for positive change. In this new paradigm, sustainability is no longer relegated to the periphery; instead, it is at the heart of the company's purpose and vision. The integration of sustainability into the core strategy is a holistic approach that recognises sustainable practices as a way to increase revenue, reduce volatility, and access new capital. The Value of Alignment A company that fully comprehends the value of aligning long-term financial objectives with relevant sustainable practices will experience significantly enhanced compound results. The realization that sustainable behaviours aren't just 'nice-to-haves' but are essential components of a successful business model brings a profound transformation in thinking. To determine which sustainable behaviours are relevant, companies must assess what matters most to their core business. This could involve strategies to reduce energy consumption, embrace the circular economy, or launch more responsible products. Whatever the approach, these behaviours need to be explicitly identified, costed, and fully integrated within the business to unlock their full potential. Our Expertise in Action This is where our expertise comes into play. We specialise in helping organisations bridge the gap between sustainability and core business strategy. We work with you to identify, cost, and fully integrate sustainable practices that are tailored to your unique core business. By harmonising these elements, we empower your company to evolve into a more sustainable and profitable entity, capable of facing the challenges and opportunities of the modern business landscape. Unlocking the Potential By embracing sustainability as a core part of your strategy, you unlock a world of potential. Sustainability ceases to be a separate entity but becomes an integral part of the overarching plan, intertwining with your core business strategy to create a stronger, more resilient, and ultimately more profitable company. Incorporating sustainable practices into your core strategy isn't about incurring costs; it's about seising opportunities. These opportunities are the keys to unlocking new revenue streams, reducing exposure to volatility, and attracting fresh capital. Sustainability, when embraced holistically, transforms from an afterthought into a powerful force for long-term financial growth. Finding Relevance The key to successfully integrating sustainability with your core business strategy is to determine what is materially relevant to your organisation. The materiality assessment is a vital step, as it helps you identify the most significant environmental, social, and governance (ESG) issues that are pertinent to your business and stakeholders. For example, if your organisation is a heavy consumer of energy, reducing energy consumption and transitioning to renewable sources can be a highly relevant and impactful sustainable behaviour. If your customers increasingly demand sustainable products, launching eco-friendly alternatives can be a significant step. The circular economy is another avenue to explore, particularly if your industry relies heavily on resource-intensive processes. Embracing circular principles can not only reduce waste and environmental impact but also create new revenue streams. Ultimately, the key sustainable behaviours that you choose to adopt should align with your core business goals and the expectations of your stakeholders. Once identified, these behaviours must be costed and owned within the business, ensuring that they receive the necessary resources and attention to drive sustainable transformation. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Explore the integral connection between brand experience and workflow design. Learn about the key principles, theories, and factors that shape brand experience, and discover how to measure and optimise it for long-term success. Understanding Brand Experience and Its Impact on Workflow How Workflow Optimisation Enhances Consistency and Engagement Across Brand Touchpoints In today’s competitive landscape, brand experience has become a crucial factor in determining the success of any business. At the intersection of marketing and operations, brand experience is not just about creating a memorable moment for customers—it's about embedding those moments into every process within the organisation. A well- optimised workflow ensures that each customer interaction with the brand is consistent, efficient, and emotionally resonant. Whether it’s through customer service, product delivery, or the design of a website, workflow processes must be aligned with the brand’s identity to foster loyalty and engagement. Workflows and brand experience are intertwined. A meticulously designed workflow guarantees that the brand experience is not compromised at any touchpoint. To create a seamless customer journey , every department must play a role in maintaining brand standards, from marketing to customer service and operations. This connection between workflow and brand experience ensures that promises made through branding are delivered consistently, thus enhancing customer satisfaction and business performance. In this article, we’ll explore brand experience through five key topics, shedding light on what defines a good brand experience, the principles, theories, and metrics that measure its effectiveness, as well as the dimensions and factors that influence it. Brand Strategy: Setting the Vision Once the workflow audit has been completed, the next crucial step in any business improvement process is setting a clear direction for where you want to go. This is achieved through the development of a brand strategy , a key element that goes far beyond just marketing and customer perception. A brand strategy is about aligning your business’s core purpose, values, and long-term objectives to create a unified and clear vision for growth and success. It serves as the foundation that informs every decision, ensuring that all initiatives and improvements support the overarching goals of the business. Understanding the Role of Brand Strategy Brand strategy is the blueprint for how your business communicates its identity to the market, to your employees, and to all other stakeholders. But, at its core, it’s about defining the reason why your business exists , and articulating the long-term impact you aim to make. It provides clarity and focus, aligning internal teams, guiding leadership decisions, and directing external communications and initiatives. A strong brand strategy does more than just guide marketing; it’s woven into the fabric of business operations , product development, customer service, and employee engagement. A well-executed brand strategy outlines the long-term vision of where the company wants to be, typically aligned with the overarching mission and values. It provides guidance on positioning in the marketplace, helps prioritise resource allocation, and steers key decisions in a way that aligns with these defined goals. As such, it ensures that business improvements, from operational processes to customer service initiatives, are all aligned and working towards the same end goal. Why Brand Strategy Matters Establishes Alignment and Focus : In any organisation, a clear and coherent strategy enables teams to understand how their work contributes to broader organisational goals. This alignment helps avoid inefficiencies, miscommunication, and unnecessary efforts that stray from the primary objectives. When the brand strategy is well-defined, each employee, from front-line staff to executive leadership, understands the bigger picture and their role in achieving it. Informs Decision-Making : Every business decision, whether it involves process improvement, project prioritisation, or resource allocation, should reflect and support the brand’s core strategy. A solid brand strategy ensures that decisions are intentional and that each initiative or investment made contributes to the long-term goals. When decision-makers are faced with choices, the brand strategy provides the framework for making the best decision that aligns with the vision for the future. Guides Growth and Adaptation : Business growth, especially in competitive environments, requires careful planning and a clear understanding of how to adapt to changes. A brand strategy not only provides a foundation for sustaining growth but also helps businesses navigate shifts in the market, technology, and consumer behaviour. Whether you’re launching a new product line, expanding into new markets, or restructuring your organisation, your brand strategy should act as a compass, guiding your response to these changes in a way that strengthens your position and furthers your goals. Strengthens Brand Equity : A strong and coherent brand strategy strengthens the business’s brand equity —the intrinsic value derived from customer perceptions, loyalty, and the strength of the company’s reputation. It helps foster brand consistency , which builds trust and long-term customer relationships. A business with a well-aligned strategy is better positioned to differentiate itself from competitors, making it easier to attract and retain customers. Creating a Clear Brand Strategy Developing a brand strategy involves several key steps that are critical to ensure the alignment of your business values, purpose, and goals: Define Your Brand’s Purpose : The first step is to clearly articulate the reason why your business exists. What is the mission that drives your work? For example, a tech start-up might define its purpose as becoming a leader in sustainable innovation , aiming to use technology to reduce environmental impact. This purpose will shape all subsequent decisions, from product development to partnerships and marketing efforts. Establish Core Values : Core values are the principles that guide your company’s actions and decisions. These should reflect what your business stands for and how it operates internally and externally. Values such as sustainability , innovation , and integrity might be central to the brand strategy of a company focused on environmentally-friendly solutions or technology. Set Long-Term Goals : Brand strategy also involves setting concrete, measurable goals that reflect the business’s vision for the future. These goals should be ambitious yet achievable and help measure progress towards the brand’s purpose. For instance, a sustainable fashion brand may set long-term goals of reducing carbon emissions, reaching net-zero waste, or implementing a circular economy model in their supply chain. Create a Unique Positioning : Positioning refers to how your business is perceived in the marketplace and the unique value it offers to customers. A well-defined brand strategy includes a strong positioning statement that differentiates the company from its competitors. For example, if your company is focused on creating eco-friendly technology, your brand positioning could centre around your unique approach to sustainable innovation , making your products stand out from those of competitors in the tech space. Consistent Messaging : Clear and consistent messaging is essential to ensure that your brand strategy resonates with both internal and external audiences. Every piece of communication, whether it’s a marketing campaign, internal meeting, or external collaboration, should reflect the core values and purpose outlined in the brand strategy. This consistency builds trust with customers, partners, and employees, and reinforces your company’s position as a leader in its industry. Example: A Tech Start-Up Focused on Sustainable Innovation Let’s look at an example of a tech start-up in the sustainable innovation space. The start-up’s brand strategy focuses on becoming a market leader in creating energy-efficient products that help reduce carbon footprints. The company’s purpose is to enable a greener, more sustainable future through technology, while its core values include innovation, sustainability, and accountability. With a brand strategy in place, the start-up can guide its decision-making around product development, customer engagement, and investment strategies. The brand’s messaging is focused on sustainability and efficiency, which directly informs the development of energy-saving solutions. Their long-term goal might be to disrupt the energy industry by offering cost-effective, sustainable alternatives to traditional energy solutions, ensuring that every product and service aligns with this mission. A well-defined brand strategy is not just about crafting a logo or a catchy slogan; it’s about creating a long-term vision that aligns the company’s purpose, values, and goals with its operational processes and decisions. It serves as the foundation for all strategic planning, ensuring that each business improvement initiative is purposeful and aligns with the overarching vision. For any business seeking growth, a robust brand strategy provides clarity, direction, and focus, setting the stage for long-term, sustainable success. 1. What Makes a Good Brand Experience? A good brand experience is about leaving a lasting, positive impression on customers. At its core, it involves ensuring that every interaction with the brand is consistent, engaging, and enjoyable. Brands that excel in delivering superior experiences often: Maintain consistency across all touchpoints, from advertising to customer service. Offer personalisation , tailoring the experience to meet individual customer needs. Ensure that customers have a seamless journey through intuitive UX and accessible service. Create an emotional connection , making customers feel valued and understood. Offer a memorable experience that differentiates the brand from its competitors, ensuring repeat business and advocacy. In essence, a good brand experience builds trust, encourages engagement, and reinforces customer loyalty. 2. What Are the Principles of Brand Experience? The principles of brand experience guide how businesses design and implement customer interactions. These principles ensure that the brand is consistently delivering value and engagement, and include: Consistency : All communications, actions, and appearances of the brand should be cohesive. Authenticity : The brand should remain true to its values and promises, building trust with customers. Customer-Centricity : Designing every interaction with the customer’s needs in mind is essential. Engagement : Brands must actively encourage interaction and participation, rather than being passive. Emotional Connection : A strong emotional bond between the brand and the customer leads to deeper loyalty. Innovation : Brands should continually evolve and adapt their experiences to meet changing consumer expectations. These principles help companies align their workflows to deliver a consistently excellent brand experience across all channels and touchpoints. 3. What Is Brand Experience Theory? Brand experience theory focuses on how customers interact with a brand through different sensory, emotional, and cognitive processes. Brand experience theory proposes that customers engage with brands not just functionally but emotionally, intellectually, and behaviourally. According to the theory: Sensory engagement appeals to the customer’s senses, such as visual design, sound, or touch. Emotional engagement elicits feelings such as happiness, nostalgia, or excitement. Cognitive engagement challenges customers to think or reflect, often through storytelling or intellectual stimulation. Behavioural engagement encourages actions such as trying new products, sharing experiences, or adopting new habits. This theory underscores the importance of designing workflows that address all these dimensions, ensuring that each interaction contributes to a holistic brand experience. 4. How to Measure Brand Experience? Measuring brand experience is key to understanding how well your efforts are resonating with customers. Metrics can include both qualitative and quantitative approaches, such as: Customer Surveys and Feedback : Direct feedback from customers provides valuable insights into their satisfaction and experience. Net Promoter Score (NPS) : Measures the likelihood of customers recommending the brand to others. Customer Journey Mapping : Identifies touchpoints where customers interact with the brand, allowing businesses to evaluate each stage of the experience. Sales and Conversion Rates : Analyse how brand engagement impacts revenue and growth. Brand Awareness : How recognisable the brand is to potential customers. Emotional Analytics : Tools to measure customer sentiment and emotional responses through social listening or facial recognition. By integrating these measurements into workflows, organisations can continuously refine and improve their brand experience. 5. What Are the Factors Influencing Brand Experience? Many factors influence brand experience , and they can vary based on the industry and target audience. Key factors include: Customer Expectations : Meeting or exceeding what customers expect from the brand. Brand Touchpoints : Every point of interaction, from online platforms to in-store visits, contributes to the overall experience. Consistency : Brands must maintain a uniform experience across all channels to build trust. Technology : Advances in technology (e.g., AI, chatbots) can either enhance or hinder brand experience. Cultural Relevance : Brands that align with current cultural or societal trends often resonate more strongly with customers. Service Quality : Excellent customer service leaves a strong impression, influencing how customers feel about the brand. Understanding these factors helps businesses craft workflows that are optimised to deliver a superior brand experience. Conclusion The integration of brand experience and workflow design ensures that each customer interaction is intentional, consistent, and aligned with the brand's core values. By considering the principles, dimensions, and factors that influence brand experience, businesses can create workflows that support a seamless and engaging customer journey. Measuring and refining this experience allows brands to continuously improve, fostering customer loyalty, emotional connection, and long-term success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

United Nations 17 Sustainable Development Goals United Nations 17 Sustainable Development Goals The United Nations 17 Sustainable Development Goals seek a balance between social, environmental and economic priorities, they are a call for action by all countries – poor, rich and middle-income – to promote prosperity while protecting the planet. Published on: 9 Mar 2023 The United Nations 17 Sustainable Development Goals seek a balance between social, environmental and economic priorities, they are a call for action by all countries – poor, rich and middle-income – to promote prosperity while protecting the planet. Boosting Business Performance Through SDG-Aligned Sustainability Plans Incorporating business sustainability plans aligned with the Sustainable Development Goals (SDGs) can significantly enhance business performance. These plans encourage organisations to address global challenges, such as climate action, resource efficiency, and social equity, fostering resilience and innovation. By aligning with SDGs, businesses can identify growth opportunities, attract eco-conscious consumers, and strengthen their reputation. For instance, prioritising SDG 12 (Responsible Consumption and Production) can lead to cost savings through waste reduction and efficient resource use. Similarly, focusing on SDG 8 (Decent Work and Economic Growth) can improve employee satisfaction and productivity, reducing turnover. Integrating sustainability into core strategies often uncovers untapped value, boosting competitiveness while mitigating risks associated with regulatory changes and environmental impacts. Moreover, these efforts build trust among stakeholders, attracting investments and partnerships. Businesses that embed sustainability within their operations not only contribute to a better world but also secure long-term success and profitability. SDG1 End Poverty in all its forms everywhere Globally 6-700 million people live in extreme poverty. These are people who are dying from poverty. In Poverty you become ill, you can’t think straight, you can’t work, so you’re trapped, it’s a vicious downward cycle. But poverty exists in develop countries, people who are earning less than the minimum wage for example. So addressing poverty is less about addressing low income as it is the causes of poverty, lack of education, peace, access to food and water, mental health, equality. Other SDGS are help here, SDG2 Zero Hunger, SDG3 Health and Wellbeing, SDG6, Clean water and Sanitation Three take aways 600-700 million people live in extreme poverty, a downward spiral you can’t escape. Solving poverty is less about income than the cause of poverty, other SDGs are there to help Charities like UNICEF and world Vision help to address the causes of poverty. One big idea Universal Basic Income or a living wage where everybody irrespective of income receives a basic minimum wage to ensure everybody canfeed and support themselves. It’s not means tested, nobody need feel ashamed in the receive it. SDG 2 The global initiative of Zero Hunger aims to end hunger and malnutrition. The Zero Hunger initiative aims to end hunger by 2030, as part of the Sustainable Development Goals. According to the United Nations, nearly 690 million people were hungry in 2019, up by 10 million from 2018. Food waste is a global problem that has significant economic, social, and environmental impacts. A staggering one-third of all food produced globally is wasted, resulting in approximately 1.3 billion tons of waste each year. This waste not only contributes to greenhouse gas emissions, but it also has social implications, as millions of people worldwide suffer from hunger and malnutrition. The biggest sources of food waste include households, food service, and retail sectors. Three take aways Over 2 billion people lack regular access to safe, nutritious, and sufficient food. Hunger and malnutrition are responsible for about 45% of deaths of children under five years old. The COVID-19 pandemic has further exacerbated hunger, with an additional 130 million people at risk of starvation. One big idea An excellent strategy to reduce food waste is establishing a “food-sharing” system, allowing individuals or organisations to donate excess food to those requiring it. This can be facilitated through a mobile app or website that connects individuals or businesses with surplus food to local food banks. SDG 3 Ensuring good health and well-being for everyone worldwide. The SDG initiative promotes “Good Health and Wellbeing” for individuals of all ages, across the globe. According to the World Health Organisation, in 2019, there were an estimated 7.8 million deaths due to air pollution, making it the leading environmental risk factor for premature death and disease. Three take aways In 2020, the COVID-19 pandemic had a significant impact on global health, with over 250 million confirmed cases and over 5 million deaths reported worldwide. Despite progress made in recent years, maternal mortality remains a significant challenge, particularly in developing countries. In 2019, an estimated 295,000 women died during and following pregnancy and childbirth, with most of these deaths occurring in sub-Saharan Africa and Southern Asia. Non-communicable diseases, such as cardiovascular disease, cancer, and diabetes, are responsible for many deaths worldwide, accounting for 71% of all deaths in 2016. One big idea Understanding the importance of mental health and how to maintain it should be incorporated into school curriculums. By doing so, students will be equipped with the knowledge and skills needed to take care of their mental health and support others who may be struggling. This is a necessary step towards achieving SDG 3 and ensuring “Good Health and Well-being” for individuals of all ages. SDG 4 Ensure that every single person has access to education of the highest quality. According to the UNESCO Institute for Statistics, in 2020, around 258 million children and youth were out of school, of which around 64 million were of primary school age, 69 million were of lower secondary school age, and 125 million were of upper secondary school age. Three take aways The global literacy rate for adults (aged 15 years and above) is estimated to be 86.3%, according to the United Nations. However, there are significant variations among regions and countries. In 2020, the COVID-19 pandemic disrupted the education of over 1.6 billion learners globally, according to UNESCO. School closures and the shift to remote learning have widened the education gap and raised concerns about learning loss. Girls continue to face barriers to education in many parts of the world. According to UNESCO, around 132 million girls were out of school in 2020, and in some countries, girls are more likely than boys to drop out of school or not enroll in the first place. One big idea A global campaign is necessary to enable girls to achieve their full potential despite various obstacles they encounter, including societal expectations and stereotypes. By challenging these biases and promoting gender equality, we can empower girls to speak up and develop leadership skills. This campaign would strive to ensure that every girl has access to education and healthcare, regardless of their socioeconomic background or geographic location. SDG 5 To empower women and girls to ensure gender equality around the world. Globally, women earn only 77 cents for every dollar earned by men, according to the World Economic Forum’s 2021 Global Gender Gap Report. This is a shocking figure and shows gender equality for women at work is still a significant challenge around the world. Women are underrepresented in the labour force, with a global labour force participation rate of 47.2% compared to 74.2% for men, according to the International Labour Organisation. Additionally, gender inequality can have broader societal impacts, such as reduced economic growth, increased poverty, and decreased social cohesion. Three take aways As of 2020, only 25% of parliamentarians worldwide were women, and women held only 22% of ministerial-level positions. Approximately 12 million girls are married each year before the age of 18, according to UNICEF. According to the World Health Organization, 1 in 3 women worldwide experiences physical or sexual violence at some point in their lifetime. One big idea To allow women to earn the same as men is to implement pay transparency policies, which require companies to disclose the salaries of all employees, including their gender and race. This can help to identify, and address pay disparities and ensure that women are being paid fairly for their work. SDG 6 To ensure availability and sustainable management of water and sanitation for all by 2030 Globally, 2.2 billion people lack access to safe drinking water, and 4.2 billion people lack access to safely managed sanitation services. The UN have ascertained that Women and girls are disproportionately affected by the lack of clean water and sanitation, as they are often responsible for collecting water and are at risk of harassment and sexual violence while doing so. Imagine undertaking a long, and often arduous journey, and not being safe while collecting basic resources. Three take aways Every year, 361,000 children under the age of five die due to diarrhoea, which is largely caused by poor sanitation and hygiene. In developing regions, 80% of wastewater is discharged untreated into the environment, polluting rivers, lakes, and oceans. By 2050, at least one in four people are projected to live in a country affected by chronic or recurring shortages of fresh water. One big idea We need to enable local communities to take charge of their own water and sanitation needs by providing them with the necessary resources and training. Community-based solutions could include building rainwater harvesting systems, constructing wells, installing water filters, and promoting hygiene education. Decentralised solutions can also help to ensure that water and sanitation services are tailored to local needs, are cost-effective, and can be easily maintained over the long term. SDG 7 This goal is focused on ensuring that everyone has access to energy services that are affordable, dependable, and sustainable by 2030. Access to modern and affordable energy services is critical for achieving sustainable development and improving the lives of people around the world. However, despite significant progress in recent years, there are still many disparities in access to energy services between developed and developing countries. Around 789 million people worldwide still lack access to electricity, and 2.8 billion people rely on traditional biomass for cooking and heating purposes. Three take aways Around 2.8 billion people still rely on traditional biomass for cooking and heating, which is associated with indoor air pollution and negative health impacts. Despite significant progress in the deployment of renewable energy technologies, fossil fuels still make up much of the world’s energy mix, with coal being the most significant contributor to global CO2 emissions. The renewable energy sector has seen substantial growth in recent years, with global renewable energy capacity reaching 2,799 GW by the end of 2020 . Investing in renewable energy infrastructure is a key strategy for achieving SDG 7. Aim to ensure access to affordable, reliable, sustainable, and modern energy for all. Achieved by investing in renewable energy infrastructure, governments and private sector organisations can promote the use of clean and sustainable energy sources, reduce greenhouse gas emissions, and mitigate the impact of climate change. SDG8 Sustained and inclusive economic growth is necessary for achieving sustainable development. Global unemployment increased by 33 million people between 2019 and 2020 due to the COVID-19 pandemic. The pandemic has caused widespread business closures, disrupted global supply chains, and reduced consumer demand, leading to job losses and increased unemployment rates around the world. Three take aways In 2020, an estimated 8.8% of the global working hours were lost, which is equivalent to 255 million full-time jobs. The global youth unemployment rate was 13.1% in 2020, which is three times higher than the adult unemployment rate. In 2020, an estimated 71% of the world’s workers were employed in the informal economy, which is characterised by low wages, poor working conditions, and limited social protections. One big idea Providing education and skills training programs can help individuals develop the skills and knowledge needed to access better paying jobs and improve their economic opportunities. This can also benefit businesses by providing them with a more skilled and productive workforce. Governments, non-governmental organisations, and the private sector can all play a role in investing in education and skills training programs, such as vocational training, apprenticeships, and adult education programs. These programs can be tailored to meet the specific needs of different populations, including women, youth, and vulnerable groups, and can also be integrated with other initiatives to promote entrepreneurship, innovation, and job creation. SDG 9 Encompasses three important aspects of sustainable development: infrastructure, industrialisation, and innovation. This goal recognises the importance of industrialisation and innovation in achieving sustainable development and the need for resilient, adaptable, and sustainable infrastructure. Increasing access to affordable, reliable, and modern energy services and enhancing industrialisation while promoting innovation in all sectors. The achievement of this goal is critical in ensuring that everyone has access to decent work and economic opportunities, which are essential for achieving sustainable development. Three take aways As of 2018, only 42% of the global population had access to the internet. (Source: International Telecommunication Union) In 2019, the global renewable energy sector employed over 11 million people, an increase of 1.5 million from the previous year. In 2019, only 30% of developing countries had access to digital payments, which can help promote financial inclusion and economic growth. One big idea Promote sustainable and resilient infrastructure development. This can be done by investing in the development of sustainable infrastructure, such as renewable energy systems, energy-efficient buildings, and sustainable transportation networks. It needs to be inclusive and accessible to all. This means considering the needs of marginalised and vulnerable communities, such as those living in poverty or in remote areas and providing access to essential services such as healthcare and education. SDG 10 Goal adopted in 2015 to reduce inequality within and among countries by addressing discrimination, exclusion, and economic disparities through policies and actions. In 2020, income inequality was at a decades-long high, with the top 1% owning 43% of global wealth. Despite progress, people with disabilities face significant barriers to full societal participation, such as limited access to education, healthcare, and employment opportunities. Three take aways As of 2021, an estimated 8.6% of the world’s population (or around 700 million people) lived in extreme poverty, defined as living on less than $1.90 a day. In many countries, women and girls continue to face significant barriers to accessing education, healthcare, and economic opportunities. For example, globally, women earn on average 23% less than men, and they are also more likely to work in low-paying jobs and in the informal sector. Racial and ethnic inequalities also persist in many countries. For example, in the United States, Black and Hispanic workers earn on average around 30% less than White workers, and they are also more likely to be unemployed or underemployed. One big idea Implement progressive tax policies. An advanced tax system is designed to ensure that those who earn more pay a higher percentage of their income in taxes than those who earn less. This can help reduce income inequality by redistributing wealth from the wealthiest individuals to those less well off. SDG 11 Aims to create Sustainable Cities and Communities that are safe, resilient, and inclusive. Over half of the world’s population lives in urban areas, and this number is projected to increase to two-thirds by 2050. This emphasises the need to develop sustainable and resilient cities. Three take aways Most of the world’s population does not have access to adequate housing. In 2020, around 1.8 billion people were estimated to be living in inadequate housing. Air pollution in cities is a significant health risk, with over 90% of the world’s urban population breathing polluted air. In 2018, 2 billion people did not have access to safe drinking water, with many living in urban areas. One big idea Invest in sustainable transportation systems to reduce greenhouse gas emissions, ease traffic congestion, and promote safer and more efficient mobility. This can include building bike lanes, pedestrian walkways, and public transportation systems that are affordable, accessible, and powered by clean energy. By prioritising sustainable transportation, cities can not only reduce their environmental footprint but also improve the quality of life for their residents by providing them with safer, more efficient, and affordable transportation options. SDG 12 To enhance economic and social well-being while reducing the environmental impact of economic activities. In addition to the environmental and social impacts of food waste, it also represents a significant economic loss. The economic cost of food waste is estimated to be around $1 trillion per year globally, with losses occurring at every stage of the food supply chain, from production to consumption. This loss affects not only the food industry but also the wider economy, including governments, businesses, and consumers. Three take aways E-waste is the fastest-growing waste stream globally, with an estimated 50 million metric tons generated in 2019 alone. In 2019, global greenhouse gas emissions from the consumption of energy, including from the production of goods, reached a record high of 38.0 GtCO2, with industry accounting for approximately 40% of these emissions. Over 80% of the world’s wastewater is discharged back into the environment without being treated or reused, leading to water scarcity and pollution. One big idea One idea for SDG 12 is to promote the circular economy. This is a regenerative system aimed at minimising waste and maximising resource use. This can be achieved through initiatives such as reducing packaging waste, promoting reuse, and recycling, and encouraging the use of sustainable and biodegradable materials. SDG 13 To take urgent and significant action to combat climate change and its impacts. Global greenhouse gas (GHG) emissions have increased by over 50% since 1990, with carbon dioxide (CO2) emissions accounting for around 80% of total GHG emissions. This increase in emissions is mainly due to human activities, such as burning fossil fuels for energy, deforestation, and intensive agriculture. It is a major contributor to climate change and is the focus of SDG 13’s efforts to combat climate change and its impacts. Three take aways In 2019, the concentration of CO2 in the atmosphere reached 410 parts per million (ppm), the highest level in over three million years. 2020 was one of the three hottest years on record, and the past six years (2015-2020) have been the hottest six-year period on record. Climate change is affecting weather patterns, leading to more frequent and severe natural disasters. In 2020, there were 110 disasters related to weather and climate, resulting in 8,200 deaths and $210 billion in economic losses. One big idea A strategy could be to promote renewable energy sources and energy efficiency through policies that encourage the adoption of technologies such as solar and wind power and incentivise the development of new efficient technologies. Additionally, reducing emissions from transportation, industry, and buildings can also contribute to achieving SDG 13, by promoting public transportation, electric vehicles, and energy-efficient building designs and technologies. SDG 14 Conserve and sustainably use the oceans, seas, and marine resources for sustainable development. Marine and coastal ecosystems provide essential resources and services to people worldwide. These include food, tourism, transportation, and climate regulation. In addition, marine and coastal biodiversity supports the livelihoods of millions of small-scale fishers, indigenous peoples, and coastal communities. However, these ecosystems are under significant threat from human activities such as overfishing, pollution, coastal development, and climate change. Three take aways More than 90% of global fish stocks are either overfished or fully fished, indicating the need for sustainable fishing practices. Every year, an estimated 8 million tons of plastic waste end up in the oceans, causing harm to marine life and ecosystems. Ocean acidification, caused by the absorption of excess carbon dioxide by seawater, is occurring faster than at any time in the past 300 million years and negatively impacts marine life. One big idea One approach is to create Marine Protected Areas (MPAs) to preserve and manage marine and coastal ecosystems and biodiversity sustainably. This can be achieved by implementing policies and regulations to limit damaging human activities in specific areas, such as overfishing, pollution, and habitat destruction. Encouraging sustainable fishing practices and supporting small-scale fisheries can also contribute to ensuring the longevity of marine ecosystems and the livelihoods of those who rely on them. SDG 15 Protect, restore, and promote the sustainable use of terrestrial ecosystems. The International Union for Conservation of Nature (IUCN) estimates that around 1 million plant and animal species are at risk of extinction, with many facing extinction within decades if action is not taken. Three take aways Deforestation continues at an alarming rate, with an estimated 10 million hectares of forest lost each year, according to the Food and Agriculture Organisation of the United Nations (FAO). Land degradation affects around one-third of the world’s total land area, leading to decreased productivity and loss of biodiversity, according to the United Nations Convention to Combat Desertification (UNCCD). Illegal wildlife trade is a multi-billion-dollar industry that threatens the survival of many species, including elephants, rhinos, and tigers. One big idea SDG 15 can be realised by advocating sustainable land use and forest management practices. To do this, it is essential to establish policies and regulations that safeguard forests and other ecosystems and encourage community based forest management and restoration initiatives. Encouraging agroforestry and sustainable agricultural practices can reduce deforestation and land degradation and create economic opportunities for rural communities. Adopting a landscape approach to land use and forest management can contribute to achieving other sustainable development goals, including poverty reduction and biodiversity conservation. SDG 16 Promoting peaceful, just, and inclusive societies. Violence and conflict have continued to be a significant challenge in many parts of the world, affecting both developed and developing countries. In addition to the loss of lives, these conflicts often lead to the displacement of millions of people, exacerbating the humanitarian crisis. It is essential to address the root causes of these conflicts, including political, social, and economic factors, to prevent their recurrence. Three take aways Corruption: According to the World Economic Forum, corruption costs the global economy more than $2.6 trillion per year, and it is estimated that more than $1 trillion is paid in bribes annually. Access to justice: About 5 billion people (or 2/3 of the world’s population) do not have access to justice, with women, children, and vulnerable groups being the most affected. Freedom of expression: According to Reporters Without Borders, journalists are being subjected to growing censorship and repression, with more than 60 countries rated as “bad” or “very bad” in terms of press freedom. One big idea Encouraging transparency and accountability in governance can be achieved by implementing open data initiatives, protecting whistleblowers, and ensuring public reporting on government spending and decision-making processes. This fosters better awareness among the public about government actions, allowing them to hold leaders accountable for their decisions. Ultimately, this helps to combat corruption, increase confidence in institutions, and ensure the efficient and effective use of resources. SDG 17 Strengthen global partnerships and cooperation to support the achievement of all the other SDGs. SDG 17 aims to enhance the implementation of sustainable development and revive the global partnership towards this goal. Despite some progress, there is still a significant amount of work that needs to be done to ensure sustainable development implementation. Three take aways In 2020, foreign direct investment (FDI) flows fell by 35% due to the COVID-19 pandemic. This decrease was particularly sharp in developing countries, where FDI flows declined by 30%. The global average tariff on agricultural products was 18.8% in 2019, which is more than three times higher than the average tariff on non-agricultural products (5.9%). This makes it difficult for small scale farmers in developing countries to access international markets. n 2020, the World Trade Organisation estimated that trade in goods and services would decline by 9.2% due to the COVID-19 pandemic. One big idea One potential solution to support SDG 17 is to create a worldwide platform that encourages and facilitates partnerships between multiple stakeholders for sustainable development. This platform would enable governments, civil society organisations, the private sector, and other interested parties to share their best practices, align their efforts, and pool resources to achieve the SDGs. It could offer a range of services, including matchmaking to pair organisations and individuals with complementary skills and expertise and provide training, mentorship, and other capacity-building support to help organisations develop the skills and knowledge necessary to participate effectively in partnerships. 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Discover why shifting away from transactional business relationships is key to creating genuine connections and unlocking success in our insightful guide. Explore 10 compelling reasons to embrace authenticity and build meaningful professional relationships. FREE DOWNLOAD 10 Reasons to Shift Away from Transactional Business Relationships - Your Guide to Building Genuine Connections. Relational businesses thrive on a foundation of impassioned employees, steadfast clientele, and robust brands, all fueling sales. Unlike companies fixated solely on short-term gains, these establishments perpetually innovate, exuding an outward focus that fosters engagement. Explore this guide to uncover: How relational strategies enhance business performance The transformative impact on organizational culture Amplified productivity benefits for your business" First name* Last name* Company name* Email* Dropdown* Select your Download Tell us what you need help with... By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Submit

Discover comprehensive strategies for managing subcontractors in construction projects. Learn key differences between subcontractors and trades, and explore essential tips and best practices for effective subcontractor management, including communication, quality control, and contract management. Managing Subcontractors in Construction Managing subcontractors effectively is a cornerstone of successful construction project management. These specialised professionals often handle critical components of a project, and their work directly impacts the overall success of the endeavour. Whether you’re an experienced project manager or new to the industry, understanding the intricacies of subcontractor management can greatly enhance your project’s efficiency, quality, and timeliness. This comprehensive guide will delve into the nuances of managing subcontractors, including practical tips, strategic approaches, and the fundamental differences between subcontractors and trades. Understanding Subcontractors vs. Trades Before diving into management strategies, it’s essential to differentiate between subcontractors and trades: Subcontractor: A subcontractor is a professional or company hired by the main contractor (or general contractor) to perform specific tasks that are outside the core competencies of the main contractor. Subcontractors bring expertise in specialised areas such as electrical work, plumbing, or plastering. They operate under the general contractor’s oversight and are responsible for completing their designated tasks according to the project's specifications and deadlines. Trade: The term “trade” refers to a specific skill set or craft within the construction industry. Examples include carpentry, masonry, and roofing. Tradespeople are those who possess these specialised skills and are often subcontracted to perform work within their area of expertise. In essence, a trade is the area of skill, while a subcontractor is the individual or company hired to carry out the work associated with that trade. Essential Tips for Managing Subcontractors Define Roles and Responsibilities Clearly One of the most crucial steps in subcontractor management is ensuring that roles and responsibilities are clearly defined from the outset. This should be done through detailed contracts that outline the scope of work, deadlines, quality standards, and any other relevant requirements. Clear documentation helps prevent misunderstandings and provides a solid reference in case of disputes. Involve Subcontractors Early in the Planning Process: Engage subcontractors during the initial estimating and scheduling phases to gather their input on timelines, resource needs, and potential challenges. This collaboration ensures more accurate estimates, realistic schedules, and helps identify any issues that could impact the project's timeline or budget early on, allowing for proactive adjustments. Leverage Estimating Tools for Transparent Cost Tracking : Use estimating tools to share detailed cost breakdowns with subcontractors, ensuring they understand the financial expectations and scope of work. By providing access to these estimates, you promote transparency, encourage accurate bidding, and reduce the likelihood of cost disputes during the project. Establish Effective Communication Channels Open and regular communication is vital for successful subcontractor management. Set up a communication plan that includes regular meetings, updates, and progress reports. Utilise project management tools and software to facilitate information sharing and keep everyone informed about project developments. Effective communication helps address issues promptly and keeps the project on track. Set Realistic Deadlines and Milestones Collaborate with subcontractors to establish realistic deadlines and milestones. Avoid setting overly tight deadlines that could lead to rushed work and potential errors. Instead, break the project down into manageable phases with achievable milestones to track progress and ensure timely completion of each stage. Monitor Quality and Compliance Rigorously Regularly inspect the work performed by subcontractors to ensure it meets the required quality standards and complies with safety regulations and building codes. Implement a robust quality control process to identify and address any issues before they impact the overall project. Consistent monitoring helps maintain high standards and reduces the risk of rework or delays. Foster a Collaborative Working Relationship Building a positive and collaborative relationship with subcontractors can lead to better cooperation and project outcomes. Treat subcontractors with respect and value their expertise. Encourage an open dialogue where subcontractors feel comfortable sharing feedback and suggestions. A collaborative approach can lead to improved problem-solving and innovation. Manage Contracts and Payments Efficiently Clearly outline payment terms in the contract and adhere to them. Timely payments are crucial for maintaining good relations with subcontractors and ensuring their continued commitment to the project. Keep detailed records of contracts, invoices, and any changes to the scope of work. Efficient management of contracts and payments helps prevent disputes and maintains smooth project progress. Address Issues and Conflicts Proactively Address potential issues and conflicts before they escalate. If a subcontractor is experiencing difficulties or falling behind schedule, discuss the situation openly and work together to find solutions. Prompt resolution of issues helps keep the project on track and maintains a positive working environment. Document Everything Thoroughly Comprehensive documentation is essential for effective subcontractor management. Maintain detailed records of all communications, agreements, changes, and inspections. This documentation serves as a reference in case of disputes and helps track progress and performance throughout the project. Implement Rigorous Safety Protocols Safety is a top priority in construction projects. Ensure that subcontractors are aware of and adhere to all safety protocols and guidelines. Provide necessary training and resources to help them comply with safety standards. Regular safety audits and inspections help mitigate risks and ensure a safe working environment for everyone involved. Build and Maintain a Reliable Network Developing a network of trusted and reliable subcontractors can enhance your ability to manage future projects successfully. Work with subcontractors who consistently deliver high-quality work and demonstrate professionalism. Building long-term relationships with dependable subcontractors can lead to smoother project execution and better outcomes. Best Practices for Effective Subcontractor Management Pre-Qualify Subcontractors Before hiring subcontractors, conduct thorough pre-qualification assessments to ensure they have the necessary skills, experience, and financial stability. Check references and review their past performance on similar projects. Pre-qualification helps minimise the risk of working with subcontractors who may not meet your standards. Establish Clear Reporting Procedures Develop clear reporting procedures for subcontractors to follow. This includes reporting progress, issues, and changes in a timely manner. Establishing a standard reporting format helps ensure consistency and facilitates better tracking of project progress. Provide Clear Instructions and Specifications Ensure that subcontractors receive clear and detailed instructions, drawings, and specifications related to their work. Ambiguity can lead to errors and rework. Providing comprehensive documentation helps subcontractors understand exactly what is required and reduces the likelihood of misunderstandings. Encourage Continuous Improvement Promote a culture of continuous improvement by encouraging subcontractors to provide feedback and suggest ways to enhance processes and efficiencies. Regularly review and assess performance, and implement any improvements that can benefit future projects. Stay Flexible and Adaptable Construction projects are dynamic and can encounter unexpected changes or challenges. Be prepared to adapt to changes in scope, schedules, or other variables. Flexibility and adaptability are key to managing subcontractors effectively and ensuring the project remains on track. Conclusion Effective management of subcontractors is essential for the successful execution of construction projects. By defining roles clearly, maintaining open communication, setting realistic deadlines, and rigorously monitoring quality, you can ensure that your project progresses smoothly and meets its objectives. Building positive relationships with subcontractors, managing contracts and payments efficiently, and addressing issues proactively all contribute to a successful project outcome. With these insights and best practices, you’ll be well-equipped to handle the complexities of subcontractor management and achieve exceptional results in your construction projects. Related Articles Top Construction Estimating and Planning Tools: Streamlining Project Success Project Estimating and Scheduling Construction Project Management Managing Subcontractors in Construction 15 Key Features of Construction Estimating Software What is Estimating Software? A Deep Dive into its Evolution, Functionality, and Impact 50 Construction Estimating, Scheduling and Management Tools

Drive your small business forward with our 10 small business improvement ideas that you can implement straight away, from the business productivity experts 10 Small Business Improvement Ideas you can Implement Today Running a small business is a daunting task, especially if it’s your first. Knowing where your time and energy is best directed is a tough call to make. Published on: 11 Mar 2021 Running a small business is a daunting task, especially if it’s your first. Knowing where your time and energy is best directed is a tough call to make. Much of the advice around business improvement revolves around large and medium-sized companies, with large scale changes for specific departments. This is why we’ve put together our list of small business improvement ideas that you can implement today. Small Business Improvement Ideas Create a Business “Toolbox” Your business toolbox should be a centralised, accessible hub containing essential documents and tools for smooth operations. Alongside your business and marketing plans, it’s crucial to have up-to-date financial software that provides real-time insights into your cash flow, taxes, and overall financial health. Pro Tip: Digitise your employee manual and ensure it's accessible to all team members. It ensures transparency and consistency in operations. Use Task Management Software Task management software allows better team collaboration, reducing the reliance on long email chains. Platforms like Trello and Google Suite offer free versions for smaller teams, allowing you to manage tasks visually and collectively. Pro Tip: Assign clear roles in the software and set deadlines for each task, so responsibilities are transparent and measurable. Automate Tasks Automation is no longer a luxury—it’s a necessity. Beyond sending payslips or invoices, consider automating marketing activities like social media posts, email campaigns, and data entry. Tools such as Zapier or HubSpot can automate these processes, allowing you to focus on strategic tasks. Pro Tip: Start small. Automate routine tasks first, then gradually incorporate automation in more complex workflows as you see results. Promote Open Communication Effective communication is the backbone of business efficiency. Cultivating an open feedback culture allows your team to express their ideas and concerns freely. Use tools like Slack or Microsoft Teams to streamline communications and ensure that no voice goes unheard. Pro Tip: Regularly ask for anonymous feedback to get honest opinions, especially on sensitive topics. Implement a Business Improvement System A Business Improvement System provides a structured approach to analysing, refining, and optimising your operations. Focus on workflows, processes, and overall strategy to ensure your business is running efficiently. Document your processes and identify bottlenecks or inefficiencies that can be eliminated or improved. Pro Tip: Use a system like Lean or Six Sigma to identify waste and create high-performance workflows that align with your business goals. Stay Up to Date Set up Google Alerts not only for your business but also for industry-related keywords. This will keep you informed about trends, competitors, and new developments in your field. Use tools like Feedly to aggregate industry news from different sources and stay ahead of the curve. Pro Tip: Regularly review and adjust your business strategy based on market trends to stay competitive. Leverage Local Sign up for Google My Business and regularly update your profile to reflect current operating hours, services, and customer reviews. Participate in local community events or sponsor activities to raise brand awareness and build stronger relationships with your local customer base. Pro Tip: Encourage happy customers to leave reviews online—this boosts your credibility and helps attract new business. Strengthen Cybersecurity Small businesses are increasingly targeted by cybercriminals, making strong cybersecurity essential. Implement multi-factor authentication (MFA), firewalls, and regularly update all software. Conduct employee training on phishing and other online threats, ensuring they’re aware of cybersecurity best practices. Pro Tip: Use password managers to ensure your team isn’t reusing weak passwords and conduct periodic audits of your systems. Make Meetings Productive Reevaluate how meetings are conducted in your business. Shorten meetings or eliminate unnecessary ones to ensure employees can focus on their tasks. Set an agenda for every meeting and stick to it, reducing time wasted on off-topic discussions. Pro Tip: Implement standing meetings, which naturally keep discussions short and to the point. Take Downtime Seriously As a small business owner, the risk of burnout is real. Taking regular breaks not only helps refresh your mind but also allows you to return to work with a clearer perspective. Encourage your employees to take meaningful breaks as well to ensure their productivity stays high. Pro Tip: Schedule annual reviews for your own health and well-being, evaluating where you might need extra help or support. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Lean Business Improvement can help save your business time and money, as well as a more positive and efficient workplace for your employees. What is Lean Business Improvement? Something of a religion to those who know what it means, Lean Sigma Continuous Improvement, or Lean Business Improvement, isn’t just a buzzword. For those in leadership and management positions within a business, it can be a driver of insightful change. Published on: 25 Apr 2024 Lean Business Improvement refers to the method of an ongoing effort to improve aspects of business performance. This could be products, processes or services. Something as simple as correcting a spelling mistake in a manual can be considered continuous improvement. As long as the goal is to continually improve aspects of your business. Continuous and continual improvement are used almost interchangeably. But there’s arguably a difference between them in approach. Continual improvement is the broader term, popularized by Deming . It refers to a more general process of improvement covering many approaches, techniques and areas. The Toyota Production System (TPS) The Toyota Production System (TPS) is perhaps the best known continuous improvement programme. There are two underlying principle of the Toyota Production System (TPS), Continuous Improvement which includes: Kaizen meaning “change for the better” or “continuous improvement”, a philosophy regarding the processes that continuously improve operations with the involvement of all employees, Challenge and meaning obstacles to overcome, a vision and the actions needed to engage in and experiment to improve. Genchi Genbutsu which translates as “real location, real thing”. And also Respect for people and teamwork. What is Lean Six Sigma? Applying Lean Six Sigma creates operational excellence by combining both Lean and Six Sigma process improvement methodologies Lean process improvement seeks to minimise waste, increase productivity, reduce costs to increase profitability. Lean process improvement seeks to improve process speeds so improving workflow and reducing costs. Six sigma process improvement seeks to deliver measurable cost, quality and time management improvements by focusing on defect detection and resolution. A business improvement programme using Lean Six Sigma will aim to ensure your business is running as efficiently and effectively as possible. This is achieved through systematically and periodically examining and improving your processes. This could be to change software, address bottlenecks and countless other examples. There are many different methods to achieve continuous improvement, the Deming Cycle being just one example. But they can all be categorised into two groups, incremental or breakthrough improvements. Muda In lean thinking, Muda is any waste be that a material waste or more likely a waste of time, in work that needs to be redone, in people waiting for something to arrive, in products or services that don’t meet the required specification or a customer’s expectation. Identify the Value It’s first necessary to know what value is to be created and this can only be defined by the customer, be that an internal customer like another department of an external customer buying your product from a shop. Identify the Value Stream The value stream is all the tasks and activities that need to be completed to create the value, to deliver the product or service to the customer. Define the Flow Having defined the value and value stream, we need to define the flow. That is we need to eliminate the Muda. Tasks can be completed in series or parallel, in batches or one at a time. Defining the right flow ensures that Muda is minimised. You can wait for an optimum time to start or start now. They can be completed on-demand, in a Pull orientation, or delivered immediately, ready for when required. Lean Business Improvement Concepts Kanban Kanban is a visual workflow management method for defining, managing and improving processes. Kaizen Kaizen is the principle of continuous improvement by reflecting on how work is completed and then how it can be made more productive. It’s a systematic approach to business improvement covering work, personal and home life. Incremental Continuous Improvement As the name suggests, incremental continuous improvement is about making small changes to aspects of your business. Most often, it’s done ad-hoc, resolving problems as they are discovered. It’s a cost-effective approach to continuous improvement with minimal risk involved. This is because the changes are usually addressing minor flaws in current processes or services. It’s not the large scale change that may open Pandora’s box so to speak. A good example would be if you notice some small problem in a task you do regularly. Lets use reporting on analytics as an example. You notice the reports are missing some additional information which would be beneficial to include. You would simply include this information and drop an email to your team to ask them to include this information in on-going reports. It’s a small improvement, but if these small improvements happen continuously, it can lead to long-term better practices across the business. You don’t need to review the entire process to undertake incremental improvement. They’re the small changes you make every day to create more efficient processes for everyone. It’s important to communicate changes with this approach though. If everyone on a team is using this approach and making small changes, you’ll end up with incoherency and confusion. Breakthrough Continuous Improvement Breakthrough continuous improvement refers to making large changes to processes, services, software or more. This type of continuous improvement starts with reviewing the chosen aspect with your entire team. Collect thoughts, frustrations, challenges and ideas and decide together on what the changes to improve this aspect should be. The breakthrough approach tends to cost more in terms of time and money, but can often result in much more effective overall improvements. A good example of breakthrough continuous improvement would be updating your CRM software. Your whole team would meet to discuss what issues they have with the current software, where it’s causing problems for customers and what functions they’d like to see in the new CRM software. From here, you can decide which new CRM software provider to go with and eventually, change over CRM platforms. It’s a large scale update, with its own challenges to manage, but it brings about a much better customer experience and your staff are happier using the new system as it’s quicker and easier to use. Similarly to the above, communication is key . Large changes brought about without discussion with the relevant team members involved is a recipe for chaos and disaster. Decisions made by management with no justification, explanation and seemingly little regard for those actually using the system will lead to frustrations across the business. There’s no right or wrong approach when it comes to continuous improvement. In fact, you should generally be using both approaches to ensure your business is running as efficiently as possible. Benefits of Lean Business Improvement The benefits of a continuous business improvement programme are varied and many as it seeks to improve all major aspects of running a business. It will improve operational efficiencies, create a more effective leadership team and reduce operational costs, improve customer satisfaction and the business culture as well as relationships with all stakeholders from investors to staff, partners and suppliers. Improving the quality of work processes and activities Reducing errors and defects in completed work items Reducing costs Improving the workflow of processes Simplifying work Reducing lead times Improving time management with better utilisation of “Pull” and “Push” techniques Creating more efficient and effective business processes Increasing the predictability of work outcomes Improving employee engagement and morale Creating more effective leaders Improved business change and risk management Improved internal and external communications Improved customer satisfaction levels Improved gross margins and operating net profit Improved business culture Improved marketing Return on Investment (ROI) Increased sales conversion rates Enhanced employee hiring, motivation and retention Improved competitive advantage Improved management of priorities Increased transparency Improved personal and business productivity There is always some room for incremental continuous improvement, even if your processes are documented and consistent, you’ll still find ways to do them better with time. Doing this allows your team to always be working more effectively, accurately and efficiently. Thanks to constant changes in technology, breakthrough continuous improvement is always necessary. There will always be new software with features that can revolutionize the way you do business. There will always be a better CMS to redesign your website on. The examples are endless, but this kind of large-scale change helps businesses remain competitive long-term. Implementing a business improvement programme for improving every aspect of your business means your company is constantly striving to be better, as opposed to just surviving. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started