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What is business improvement and how can it benefit your business? Unlock growth and profitability by understanding how business productivity works. What is Business Improvement? What is business improvement and how can it benefit your business? Unlock growth and profitability by understanding how business productivity works. Published on: 13 Feb 2025 If I asked you, “ what is business improvement? ”, what would your answer be? Perhaps you’d say something vague about improving business performance, increasing ROI or talk about upgrading to the latest technologies. So, which is it? The truth is, it’s all of them. What is Business Improvement? Business improvement is an all-encompassing term, which is probably why it’s so difficult to define. In the vaguest sense, it could be described as the process of a business moving from one state to another. Improvement itself is a trickier thing to define. Every business would like to improve their sales, their market share, their return on investment and so on. But this is usually done through smaller, departmental actions, like a marketing campaign. It could fall under the realm of business improvement, but it’s missing the big picture. To understand it, we’ll look at the broad categories business improvement generally falls into. Types of Business Improvement We’ll start with the business improvement type we’ve already mentioned – marketing. Marketing This type of business improvement is mainly focused on increasing revenue. Whether that be through increasing market share, promotions, improving customer experience or any other common marketing strategies. Business Process Improvement Business process improvement looks to optimise operational processes to make them more efficient. Every business has their own unique processes, so there’s no end of examples of process improvement. A common one would be to automate manual activities where possible to free up staff to dedicate their time elsewhere. Much of process improvement is the traditional approach to business improvement. It can still be helpful to businesses in modern times, but it lacks a broader perspective of your business. Quality Improvement Quality improvement does what it says on the tin. It’s about improving the quality of aspects of your business. This could be improving the product or service you offer to be more competitive, but it could equally be about improving the quality of internal aspects of the business like practices or processes. Management Improvement You might have guessed it, but management improvement focuses on improving the management level of a business. This could be with something as simple as leadership training. But it could also be changing the levels of responsibility, like transferring more internal control over to management. Capital Improvement Capital improvement revolves around investing more into the business. Examples of capital improvement could be physically expanding offices to hire more staff or through the acquisition of another company. It refers to investment into the company to improve the business. Information Technology This type of improvement looks at changing or updating the technology your business is currently using. Common examples of this would include upgrading cybersecurity software to ensure the protection of client data or changing internal systems to improve internal productivity. Company Culture Improvement Also known as organisational culture improvement, this type of business improvement looks at improving company culture. Every business has a company culture, whether they’re actively aware of it or not. It has a huge impact on employees well-being, as well as a knock on effect on employee productivity when company culture is lacking. Company culture changes usually revolve around changing the organisational structure of businesses. Most often, to remove hierarchical structures within businesses. The Role of a Business Improvement System A Business Improvement System (BIS) serves as the backbone for driving consistent, measurable, and sustainable improvements across an organisation. It’s not just a set of tools—it’s a structured framework that integrates strategies, workflows, and key behaviours to achieve operational excellence. What Is a System? At its core, a system is a structured set of interconnected components that work together to achieve a specific goal or purpose. These components can include people, processes, tools, and technologies, all functioning cohesively to produce consistent and predictable outcomes. A system operates through defined inputs, processes, and outputs, guided by a set of rules or principles. Effective systems exhibit: Interconnectivity : Each part works in harmony with others. Purpose-Driven Design : Focused on achieving a specific objective. Consistency : Ensuring repeatable, predictable results. Feedback Loops : Mechanisms for monitoring and improving. Scalability : The ability to grow without losing efficiency. In the context of business improvement, a system ensures that progress is not left to chance but is driven by deliberate, repeatable actions. Key Components of a Business Improvement System Clear Objectives Every improvement initiative begins with a clear understanding of what success looks like. A Business Improvement System helps businesses define these objectives and ensures they are tied to key performance indicators (KPIs). Audit and Analysis A robust BIS includes regular audits to identify inefficiencies, bottlenecks, or outdated processes. This step is crucial to make informed decisions based on data, not assumptions. Workflow Optimisation Workflows are the lifeline of any business, and a BIS focuses on designing high-performance workflows that eliminate waste, streamline operations, and reduce friction across departments. Employee Engagement and Behaviours A BIS emphasises the importance of behaviours that drive success. Engaged employees who understand their roles within the system are essential to sustaining improvements over time. Measurement and Feedback Loops Without consistent measurement, progress cannot be tracked. A BIS incorporates regular feedback loops to evaluate the effectiveness of improvements and adjust as needed. Adaptability Markets, industries, and technologies evolve. A BIS is designed to be flexible, allowing businesses to adapt quickly without losing momentum or focus. Why Businesses Need a BIS In a world where competition is fierce and customer expectations are higher than ever, a BIS helps businesses take the guesswork out of improvement. By transforming abstract goals into actionable strategies, it aligns every team, tool, and task toward measurable results. Ultimately, a Business Improvement System isn’t just about fixing what’s broken; it’s about unlocking the full potential of a business—building stronger margins, happier teams, and a more sustainable future. Implementing Business Improvement All the different types of business improvement we mentioned above come together to create a more comprehensive perspective of business improvement. Often at times, businesses become too focused on the bottom line, forgetting entirely about internal processes or staff. For example, a business may be thriving in respect to marketing, but has a high-staff turn over, suggesting the company culture is lacking. To truly improve businesses long-term and permanently, you need a holistic approach which tackles all angles of business improvement. Which is where we come in. Business improvement is our speciality. We live and breathe it. We believe that traditional approaches to business improvement, that are concerned only with the bottom line, lack the humanistic perspective needed to create long-term change. It goes without saying, all companies would like to increase their revenue. But achieving that needs to be a longer term business improvement strategy than a sales promotion. We take a holistic approach to business improvement, looking at your unique strengths and challenges to come up with a long-term business improvement plan that will increase your productivity and profitability. More than that, we’ll change your way of thinking so business productivity remains at the forefront of your mind, for good. Benefits Realisation: Measuring Impact The final step in any business improvement process is benefits realisation —the critical phase where organisations assess whether the improvements made have delivered the intended results. This involves the systematic tracking and evaluation of Key Performance Indicators (KPIs) and other relevant metrics to determine whether the changes implemented in workflows, systems, and processes have translated into measurable, tangible benefits. Benefits realisation ensures that business improvements are not just theoretical but lead to actual, quantifiable outcomes that drive long-term value. The Role of Benefits Realisation Benefits realisation is about more than just confirming that a project or initiative has been completed; it’s about understanding the real impact of those changes on the business. While many businesses focus on improving processes or launching new strategies, the true value of any improvement initiative lies in its ability to produce measurable results . Whether the goal is increased efficiency, reduced costs, enhanced customer satisfaction, or improved employee engagement, the ultimate objective is to confirm that the changes are creating value that aligns with the organisation’s strategic goals. Effective benefits realisation requires a systematic, data-driven approach to measure and analyse the impact of improvements. It helps ensure that businesses can track their progress towards their objectives and make informed decisions about future investments in process improvements. This is a crucial step in ensuring that business improvement efforts are sustainable and that the return on investment (ROI) is clearly understood. Why Benefits Realisation Matters Validates the Effectiveness of Changes : After spending time and resources on business improvement initiatives, it’s essential to validate whether those efforts have had the desired effect. By measuring the outcomes of improvements, businesses can confirm whether their investments have resulted in the intended benefits. If the changes haven’t produced the expected outcomes, this phase provides critical insights into what went wrong, enabling businesses to adjust their strategies accordingly. Justifies Investment : Business improvement often involves significant time, money, and resources. Whether implementing new technology, overhauling workflows, or training employees, these changes require a measurable return on investment. Benefits realisation helps businesses confirm that their investments have delivered real value and can be justified to stakeholders. By tracking KPIs such as cost savings, revenue growth, or time savings, businesses can demonstrate that the improvement initiatives have paid off. Provides Insights for Continuous Improvement : Benefits realisation is not only about measuring success; it’s also about learning from the results. By analysing the data, organisations can uncover areas for further improvement. If certain benefits have not been fully realised, businesses can make adjustments or refine their strategies. This iterative process supports continuous improvement and helps businesses stay agile, adapting to new challenges and opportunities. Aligns Business Strategy with Operational Performance : For business improvement efforts to be truly effective, they must align with the organisation’s broader strategy. Benefits realisation helps ensure that the changes made to workflows, systems, or processes are driving the business closer to its strategic goals. By evaluating the impact on key objectives—whether those are profitability, customer experience, employee satisfaction, or market share—organisations can confirm that their operations are fully aligned with their strategic vision. Ensures Accountability and Focus : Tracking KPIs and other performance metrics ensures that all stakeholders remain focused on the goals of the improvement initiatives. It provides a basis for accountability , helping to ensure that teams are committed to achieving the desired outcomes. Moreover, it helps leaders make data-driven decisions about resource allocation, project priorities, and future improvements. The Process of Benefits Realisation Setting Clear, Measurable Goals : Before embarking on any business improvement initiative, it’s crucial to establish clear, measurable goals. These goals should align with the broader business strategy and provide a tangible target for the improvement efforts. Whether the goal is to reduce operational costs by a certain percentage, improve customer satisfaction scores, or reduce cycle time, setting specific KPIs enables businesses to track progress and measure success. Defining KPIs and Metrics : KPIs are the key indicators that will be used to measure the success of the business improvement initiatives. These could include metrics such as cost reduction , increased productivity , quality improvement , customer satisfaction , or employee engagement . The right KPIs depend on the nature of the business and the specific goals of the improvement project. In a manufacturing context, for example, KPIs might focus on reduction in material waste , reduced production time , or improvements in product quality . Tracking Progress : With goals and KPIs in place, it’s time to track the progress of the improvement efforts. This involves collecting data at regular intervals and comparing it against baseline measurements to assess whether improvements are occurring. Data analytics tools can help businesses gather real-time data and track progress more effectively, allowing for quicker adjustments and more accurate assessments. Evaluating Results : After sufficient data has been collected, the next step is to evaluate the results. This involves comparing actual performance against the predefined goals and KPIs. If the improvements are on track, it’s important to recognise and celebrate these achievements, which can help reinforce a culture of continuous improvement. However, if the results fall short, businesses must analyse the reasons why and make necessary adjustments to the strategy. Feedback and Adjustment : Benefits realisation is an ongoing process that requires constant evaluation and feedback. If certain objectives have not been fully achieved, businesses should review the processes and identify areas for further improvement. The feedback gathered from employees, customers, or stakeholders can provide valuable insights for refining workflows, systems, or strategies to ensure that future improvement initiatives yield even greater benefits. Benefits realisation is a vital step in any business improvement journey, ensuring that the changes made lead to tangible results that align with organisational goals. By setting clear objectives, defining KPIs, tracking progress, and evaluating outcomes, businesses can confirm that their efforts have resulted in measurable value . This process not only validates the success of improvement initiatives but also provides valuable insights that can drive continuous improvement and better strategic decision-making in the future. Ultimately, benefits realisation helps organisations confirm that their business improvement initiatives are not only worth the investment but are also driving long-term success. 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

Customer empathy can help businesses become more customer-centric organisations. Learn how to develop it using customer empathy maps in our helpful guide. Customer Empathy: What Is It And How To Develop It Customer empathy can help businesses become more customer-centric organisations. Learn how to develop it using customer empathy maps in our helpful guide. Published on: 26 Aug 2021 Wouldn’t it be great to really know what’s going on in your customer’s brain? Not just in terms of what they’re thinking, but what they’re feeling too. Until the boffins at big tech figure out telepathy, we’re stuck guessing for now. This said, there are techniques you can use to better understand and empathise with your customers; one of which is customer empathy. In this article we’ll be looking at: What is customer empathy? The benefits of customer empathy Examples of customer empathy in practice Exercises to develop customer empathy Customer empathy maps and how to use them What Is Customer Empathy? Customer empathy is one of those all-encompassing and often vague terms that can be frustrating to try and define, but we’ll give it our best shot. Customer Empathy Definition: “Customer empathy is the ability to empathise with your current and potential customers. It helps us understand the needs and feelings of customers and view things from their perspective. Customer empathy can be used by many different departments from customer service to product development to marketing.” The Benefits of Customer Empathy In other words, why does customer empathy matter? It’s pretty straight-forward. It helps businesses see customers as real, whole people. When we see customers as real people, we understand how our business/service/product fits into their life better. It gives context like where the product fits into their life, their work, their home. This can help us develop the business across different departments. The product team sees more external factors that impact user experience. The marketing team can deliver better messaging to match the customer’s emotional journey . The sales team better understand the unique problem the product solves. The customer service team better understand the frustrations of a product not solving that need. Overall, the business becomes more customer-centric. But, the vital step in using customer empathy is to translate what you learn into action. It’s not enough to understand your customers. You need to take what you know and let it influence and structure your business operations. This allows you to anticipate customer needs before any other competitor. It can increase your profitability and help you grow your business through building brand authority and customer loyalty. Organisations lacking customer empathy miss out on vital opportunities. They don’t really understand their customers, so they can’t develop the best services or products to help them. They miss out on sales because they don’t really understand what USPs would best resonate with their customers. Their marketing messages are mixed and convoluted. Their customer service lacks care. All this prevents business growth. They’ll see lacklustre sales, poor reviews and high churn rates as customers seek a more empathetic business instead. Examples of Customer Empathy in Practice As we said above, customer empathy is useless if businesses don’t take that information and incorporate it into their processes. One of our favourite examples of a business developing customer empathy in action hails from Mexico City. The Metrobus company here developed some unique training to help their bus drivers be more considerate road users. As part of the bus driver’s training, they asked them to cycle in a bike lane as buses drove by them at high speeds. As you can imagine, it was an eye-opening exercise for many of the drivers. It helped the drivers understand how scary – and often downright dangerous – buses could be for cyclists. This training experience allowed them to see their role from another person’s perspective and how different the experiences were for each . Ultimately, it helped them become more empathetic and responsible road users and improve the service they deliver. We’re not saying you should literally walk – or pedal – in your customer’s shoes, though it can’t hurt! There are many techniques that are a little less death-defying that can help you develop customer empathy in practice. Value Customer-Facing Staff Who knows your customers best? The CEO? The HR manager? The accountant? Nope. Your customer-facing staff know your customers best. They interact with them the most. They hear their opinions, thoughts and feelings the most. Why is it then that these staff are so often at the bottom of the hierarchy? Throw the hierarchy out and leverage these staff and their insights. Take the anecdotal feedback they receive and action and incorporate it across your business. Structured Communication To best leverage your customer-facing staff, you need to encourage communication across all departments. This doesn’t mean random emails forwarded here and there but structured communications centred around these insights. To best achieve this, schedule regular meetings between your customer-facing team and other departments. This formalises the process and makes information sharing a priority for all. This makes it far more likely for these initial insights to actually be incorporated into changes across the business. Develop Customer Feedback Opportunities Besides your customer-facing teams, your best source of information about customer experiences is – shockingly – your customer. So ask customers for feedback — at any and every opportunity . Incorporate feedback forms into your customer journey. Ask for feedback on your site. Ask for real time feedback on emails. Go old school and run a focus group. This qualitative data gives you real insight and helps develop customer empathy across your business. Use Empathy When Dealing With Complaints Customer empathy is always valuable, but perhaps never more so than when dealing with complaints. The vast majority of people don’t want to complain, they’d rather just have a great experience in the first place. But when working in customer-facing roles, we can often be guilty of forgetting this. Our patience dwindles, our empathy is diminished and there is less motivation to help the customer. Using customer empathy can help you see things from your customer’s perspective. Ask yourself how you’d feel if you’d been through the same experience they had. Think about how you would want the issue to be resolved. More than anything, actively listen to the customer and reassure them that you are there to help them. You can do this by using empathetic statements. This could include: “I’d feel like that too in this situation” “I’m sorry you’ve had to deal with this” “Thank you for getting in touch about this” Customers who feel like you genuinely care to help them resolve their issue, as opposed to feeling as though you’re reading from a script, will be much happier and calmer. Exercises to Develop Customer Empathy There are so many great exercises you can do with employees to develop customer empathy. Besides the user research we mentioned above, you can also use user personas and customer empathy maps. We’ll examine both. User Personas User personas shouldn’t be as simple as the demographic makeup of your customers. They should be a semi-fictional character with depth and complexities that reflect your target customer. So yes, you should of course include things like age, gender, location, income and so on. But that doesn’t really examine the needs or feelings of your target customer. You can add meaning to your user personas by delving further into the semi-fictional narrative. Build out your unique character by asking: What do they do for work and why? What inspires them? What motivates them? What interests them? What troubles them? There are so many more examples of user persona questions to ask, but by fleshing out these aspects you should be able to better understand where your business fits into your target customer’s life. Ultimately, you’ll build empathy for your customer by better understanding them. Customer Empathy Map A customer empathy map can be a great tool to visualise your customer. You can use our customer empathy map template, or if you haven’t got access to a printer, make your own using the instructions below. How to Use a Customer Empathy Map Start with a blank piece of paper and divide it into six sections. Label the sections as below: What does the customer think and feel? What does the customer do and say? What does the customer hear? What does the customer see? What are the customer’s pains? What are the customer’s potential gains? Now work your way around the map. Customer empathy maps actually work great in conjunction with user personas. You can stick your user persona in the middle of your map and refer back to them as you fill out each section. The key here is to take the time you need to complete a customer empathy map. The more time and critical thinking put towards your customer empathy map, the more insightful your thoughts will be. This is especially true of the thinking and feeling section of your customer empathy map. It’s great to be able to figure out what your customer may think, but not actually say. You can use our customer empathy map template below: Empathetic Businesses are More Successful In summary, for businesses who want to out-innovate and out-perform their competitors by continually growing and improving their business, customer empathy is a powerful means to help them do so. For 21st century consumers, it is an expectation of the customer experience, not a benefit. Customer empathy can help businesses to become less hierarchical and more customer-centric organisations, alongside a myriad of other techniques. This in turn increases customer lifetime value and brand authority. Ultimately, it allows companies to become more profitable and grow. This isn’t the only tool you’ll need to help you master your customer service. You might find our complete guide to phone skills useful in helping you better understand customer needs. 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

Unlock peak performance with our Operational Excellence Insight Report—your roadmap to streamlined processes, optimised resources, and sustainable success. Operational Excellence (OpEx) Insight Report Unlock peak performance with our Operational Excellence Insight Report—your roadmap to streamlined processes, optimised resources, and sustainable success. Win more business with improved sales and service outcomes Processes We identify inefficiencies, bottlenecks, and areas for improvement within your processes. Our report provides a comprehensive analysis of your workflows, highlighting opportunities to streamline operations and enhance overall efficiency. Performance Metrics Our insights report examines key performance indicators (KPIs) relevant to your business objectives. From quality metrics to cost per unit and productivity we provide actionable insights to track and improve performance. People Are your resources being utilised to their fullest potential? Our report evaluates resource allocation across your business, identifying opportunities to optimise resource utilisation and maximize ROI. Technology integration Our Operational Excellence Insight Report delves into technology integration, assessing your current tech stack and recommending innovative solutions to drive digital transformation and operational efficiency. Unlock Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. GET STARTED

A strong customer service culture is vital for the success of any business. We're looking at the benefits of a strong customer service culture to learn why 3 Benefits Of A Strong Customer Service Culture A strong customer service culture is vital for the success of any business. We're looking at the benefits of a strong customer service culture to learn why. Published on: 28 Mar 2019 Post Summary: A strong customer service culture is essential when trading conditions become harder or you want to grow. Your internal service levels will drive your external customer experience. Business productivity will improve with improved staff engagement. A strong customer service culture is critical to business success. Every company has a customer service culture of some description, but to define that culture we have to ask questions like: What is it? How do you measure it? Why is it important? And how does it relate to corporate culture? As a starter for ten, describe your service culture in three words; “Supportive, caring and engaging”, for example; or more negatively, “ unfriendly, abrupt and poor”. Perhaps nobody would define their own service culture in those terms, but actions speak louder than words and we’ve all done business with companies that don’t seem to value our custom. For us, customer service culture is seen as, “the way we do things around here.” It permeates all customer and staff thoughts, actions and feelings, and drives the business left, right, up and down.That’s why it’s essential to take this intangible force in hand. As McKinsey’s customer experience compendium of July 2017 puts it; “It helps to create a new service culture that deepens customer-centric efforts in all layers of the organization. It promotes a longer-term impact and the full engagement of the staff by applying the principles of customer excellence to employees’ journeys.” When demand is high, you can get away with a poor service culture in the short term, especially if the competition is no better. But when the market tightens up and the competition intensifies, a reduced service culture could quickly finish off a once thriving business. A weak customer service culture isn’t easily corrected, which is why you should take steps to resolve it before it becomes a problem. The good news is that a customer service culture assessment can help you to identify ways to improve your service levels. 3 benefits of a strong customer service culture 1. Improved cross-departmental communications Ensuring your department is working well with other departments sometimes means having to go the extra mile. You’ll need to be proactive, think outside the box, be helpful and supportive and think ahead. Often it’s not what happens within a function but what happens between functions that makes all the difference. Cross-departmental communication isn’t easy in an environment with a poor customer service culture. 2. The customer service experience is much improved The external customer experience will reflect the internal customer service culture. You’ll never deliver an exceptional customer service experience if everybody is about to hand in their notice. 3. Increased business productivity Motivated, engaged employees are more focused. They’ll be more efficient and make better decisions. They’ll also be more organised and more able to prioritise their time appropriately. Ultimately, they’ll be able to get more done, which is good for them, the customer and their business. This will help improve UK productivity , too. Conclusion A great customer service culture starts by engaging your staff. An improved customer experience starts with a focus on seeing how well your employees staff are working together. We can help you improve your customer service culture with our business improvement programme. We use unique productivity tools to observe your frontline customer service points to identify your strengths and challenges. 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

The World Economic Forum held its annual meeting on January 16 – 20, 2023 at Davos, Switzerland to address the state of the world and discuss the priorities for the incoming year. Davos 2023 Key Takeaways The World Economic Forum held its annual meeting on January 16 – 20, 2023 at Davos, Switzerland. The World Economic Forum held its annual meeting on January 16 – 20, 2023 at Davos, Switzerland to address the state of the world and discuss the priorities for the incoming year. It offered a forum for engaging in fruitful, forward-thinking discussions and supported the development of solutions through public-private collaboration. Businesses and governments have a strategy to ‘build better’ The World Economic Forum will host a new alliance led by Swiss President Alain Berset along with 31 government ministers as well as civil society organizations and private companies. The Davos Baukultur Alliance aims to hasten the development of flourishing, sustainable communities. During the public session on Cities Rebuild, the Executive Director of the United Nations Human Settlements Programme (UN-Habitat), Maimunah Mohd Sharif collaborated with business leaders in the commitment to apply the Baukultur principles which sees the entire designed living environment as a coherent whole. The Chair and CEO of Avison Young, Mark Rose, emphasized the importance of placing social value at the heart of efforts towards urban transformation . Climate action in cities must be based on nature and circularity The Mayors of Freetown, Sierra Leone (Yvonne Aki-Sawyerr), Monterrey, Mexico (Luis Donaldo Colosio), and the Lord Mayor of Melbourne (Lord Sally Capp) urged for increased funding and emphasizing nature-based solutions in fighting climate change . Leaders from the public and private sectors exchanged best practices to ensure that cities remain robust socially and environmentally in the future during the public session on Evolution of Urban Life . The World Economic Forum launched Giving to Amplify Earth Action (GAEA) – a worldwide initiative to support and expand new and ongoing public, private, and philanthropic partnerships (PPPPs). This will assist in releasing the $3 trillion in funding required annually to achieve Net Zero, stop the destruction of the environment, and restore biodiversity by 2050. The possibilities of urban life are being redefined by entrepreneurs and innovators The Global CEO of Deloitte, Joe Ucuzoglu and the Chief Impact Officer of Salesforce, Suzanne DiBianca, collaborated in their commitment to launch the World Economic Forum’s place-based UpLink innovation challenge addressing sustainable cities, the first of its kind. In order to foster creative solutions tackling environmental and social entrepreneurship, this new initiative will be tested in San Francisco and will bring together businesses, investors, and other local stakeholders. As part of the public session, Bold New Cities Take the Stage , NEOM in Saudi Arabia and Capital City of Nusantara in Indonesia came together as new greenfield cities at Davos 2023. This session aimed to reinforce collaborative learning and to bridge innovation hubs across new and traditional cities worldwide. Good governance is essential while technology accelerates urban transformation The Chairman of Arup Group, Alan Belfield highlighted that better data is needed to advance the decarbonization of buildings and cities . Meanwhile, the CEO of AVEVA Group, Peter Herweck stressed that the improvement of city services and enhance the quality of life for residents, developing nations are now harnessing smart city technologies . The State of the Connected World 2023 report was published by the Council on the Connected World of the World Economic Forum. This demonstrates the need of corporations and governments working together to address important issues linked to connected technology, ethics, security, and accessibility. A new standardized tool for smart cities was introduced by the G20 Global Smart Cities Alliance to promote the application of ethical and responsible smart city technology applying the best practices around the 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

Enhance customer interactions, automate tasks, and boost efficiency with seamless CRM implementation. We align CRM solutions with your business processes to save time, improve communication, and drive sustainable growth. CRM Implementation Services Struggling to manage customer interactions, sales, and follow-ups? A well-implemented Customer Relationship Management (CRM) system keeps your contacts organised, automates repetitive tasks, and strengthens communication—ensuring nothing gets overlooked. We make CRM implementation seamless, aligning it with your business processes to save time, boost efficiency, and support sustainable growth. Whether you’re adopting CRM for the first time or upgrading to a better solution, we guide you every step of the way. The Right CRM for Your Business Not all CRMs are created equal. We help you select and configure a solution that fits your organisation’s needs—one your team will actually use. By integrating it with your existing workflows and tools, we ensure a smooth transition that enhances collaboration and drives adoption. Unify Sales, Marketing & Customer Service A disconnected approach leads to missed opportunities. Our CRM solutions centralise customer data, streamline workflows, and empower teams to work in sync. Generate more leads, close deals faster, and elevate customer service—all from one connected system. AI-Powered Insights for Smarter Selling Equip your sales team with AI-driven insights that prioritise leads, optimise outreach, and free up valuable selling time. Give managers real-time visibility into performance, help reps exceed targets, and drive revenue growth with intelligent automation Stronger Customer Relationships, Better Engagement Go beyond transactions—build lasting connections. With AI-powered analytics and automation, your team can personalise outreach, anticipate customer needs, and enhance brand loyalty through meaningful interactions. Next-Level Customer Support with AI Assistance Deliver exceptional service with a CRM that streamlines support tickets, automates responses, and ensures faster resolution times. AI-powered tools help your team stay proactive, turning satisfied customers into long-term advocates. Phased Implementation Approach Implementing a CRM is a significant change for any business. We use a phased rollout strategy, breaking the process into manageable stages. This approach allows for continuous learning, timely refinements, and quick wins—ensuring each stage builds on the last for a seamless and efficient implementation. Comprehensive User Training and Support A well-implemented CRM is only as effective as the team using it. We provide tailored training programmes to ensure your staff understand the CRM system’s features and can maximise its benefits. Our ongoing support services help resolve any issues quickly, ensuring a smooth transition and continued user engagement. 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

The Story So Far FORM: Define Your Budget Talk Insight Rethink What Matters Wrong Business Mindset Holistic Launch Group The Story So Far In 2005 I registered Project PROMS, the original name for Rostone Operations. In 2009 I quit my job, landed my first client (who stayed with me for five years), and we were off. By that time, I had over 20 years of experience in project and programme management, a degree in Electrical and Electronic Engineering, and I’d grown up around business, as my father had run his own engineering company. I also had solid knowledge of people and change management. The Story So Far Even with this background, I wasn’t prepared for what I found—I was naive. I had been used to working in large Blue Chip companies like Vodafone, O2, and T-Mobile, as well as smaller high-tech firms. Talk Insight Conversation Intelligence I was surprised by how transactional many companies were, and how little they seemed to understand about running a business, delivering great service, or engaging their staff. So I created Talk Insight Conversation Intelligence, with the help of customer service experts on my team, to assess incoming sales and service calls for opportunities to improve profitability. While Conversation Intelligence is now a big market, it didn’t exist back then. I also developed a sales and service training programme, which proved very effective in increasing the profitability of incoming calls. Interestingly, I recently learned that this programme is almost identical to Apple’s own coaching for staff welcoming customers in their stores. Then Covid hit, and my work with hotels, estate agents, and others—where Talk Insight had delivered great results—came to a halt. This gave me time to reflect . I realised that while I enjoyed business and project management, I had become heavily involved in sales and service training. I recognised another issue holding me back. I was more motivated by creating, solving, helping, and fixing than by making money itself. The vision of a big house, beach holidays, and fancy cars didn’t drive me, the internal motivation was missing. This was the wrong vision. Rethink What Matters Podcast During and after Covid, I became increasingly aware of sustainability and our 250-year journey since the Industrial Revolution. This led me into exploring economics, politics, and society. I read books on these topics and even began evening online studies towards becoming a Chartered Management Accountant. I launched a podcast called Rethink What Matters (available on Apple, Amazon, and other platforms), where I interviewed over 30 fantastic people from around the world, including Graeme Cooper, as seen on Top Gear with Chris Harris. More recently, I started a newsletter called Master The Triple Bottom Line with 500+ subscribers. I started another podcast called 360 EcoBuild, however, none of this was generating income, which I now needed to focus on. For me, everything aligns around building businesses that are profitable, develop people, and help protect the planet—the Triple Bottom Line. This can be achieved when we put efficiency first in business. By becoming more effective and efficient, businesses can improve their margins, allowing them to invest in people and sustainable practices. Wrong Business Mindset On this journey, I’ve come to understand that most business owners don’t fully grasp how to run a business, and many of their suppliers and advisors don’t either. Most businesses are run to provide a living for the owner or with the hope of making a profit, but very few focus on creating an asset. I’ve seen how business owners get trapped thinking like employees rather than the investors and shareholders they are. As a result, the vast majority of business owners eventually burn out, with their businesses either liquidating or being passed on. I address this in my Rostone Opex Change Framework , which focuses on five areas: Traits , Trust , Time , Talent , and Teach . Using this framework, I help create Triple Bottom Line businesses—businesses with improved profitability, communication, and sustainable thinking for better outcomes in terms of profits, people, and the planet. Holistic Launch Group My strategy now is to form a closed group of like-minded clients, allowing me to focus on their success while demonstrating the effectiveness of this change initiative. By operating their businesses as if preparing for sale, members of this group will enjoy improved margins, smoother operations, and increased business value. They will develop a clear, strategic business vision and achieve true success — building a business they can sell or step away from, even if they choose not to. Rethink What Matters Wrong Business Mindset Holistic Launch Group Talk Insight Have Fun, Make a Difference and Make Some Money. With improved margins and growth, we'll showcase your commitment to the Triple Bottom Line: enhanced profitability, healthier people, and sustainable business practices. Everything you need to know will be available in the Efficiency First Academy. This will position you with a competitive advantage, increased business resilience, and the ability to participate in sustainable supply chains. You'll stay ahead of evolving sustainability policies and legislation, further adding value to your business. You are free to define your monthly budget, which we’ll only review once demonstrable business improvements are visible. Rostone Opex Change Management Services include: Business Coaching Mentoring Fractional Director Talk Insight Conversation Intelligence Courses in the Efficiency First Academy To summarise , by operating your business as if preparing to sell it, you’ll experience improved margins, enabling you to build an asset that can either be sold or used to acquire other businesses for growth. Additionally, by integrating the principles of the Triple Bottom Line, you'll see compounding benefits in both bottom-line results and overall business valuation. FORM: Define Your Budget Join Holistic Business Group You're free to define your affordable budget . Once the group reaches the minimum income needed, it will be closed. Have fun, make a difference, make some money. My complete focus will be on the success of you and this group, using it as a Launch Pad to demonstrate Triple Bottom Line growth. Rostone Monthly Budget (Required) Affordable monthly budget. Rostone Project Budget Project Budget, if applicable. Number of Staff (Required) Includes subcontractors Services interested in (Required) Business Coaching, Mentor Fractional Director Talk Insight Conversation Intelligence Efficiency First Academy Special Projects Please select the services you're most interested in. Except for Talk Insight, all will be available to you irrespective of your selection and budget defined. First name(Required) Company name(Required) Business Email(Required) Notes: Submit

Sustainability metrics link eco-conscious strategies to financial outcomes, unveiling a profitable, responsible path for modern businesses. Sustainability Metrics: Measuring the Impact on Profitability Sustainability metrics are the compass guiding businesses towards profitability, revealing the economic value of eco-responsibility, innovation, and resilience. Evaluating Profitability through Sustainability Metrics In an era characterised by growing environmental and social concerns, businesses are under increasing pressure to integrate sustainability into their operations. Sustainability is no longer just a buzzword; it has become a critical aspect of business strategy. However, many business leaders still grapple with the challenge of measuring the financial impact of sustainability initiatives. This article delves into the world of sustainability metrics, exploring key performance indicators (KPIs) and metrics that businesses can use to quantify the impact of sustainability on profitability. The Business Case for Sustainability Before we delve into sustainability metrics, it's essential to understand why sustainability has become a central focus for businesses. The business case for sustainability is compelling. Integrating sustainable practices can drive cost savings, enhance brand reputation, mitigate risks, and foster innovation. Moreover, it addresses growing consumer and investor demand for responsible business practices. One of the most significant challenges in adopting sustainability is making a compelling financial case to stakeholders. Many executives are rightly concerned about the costs associated with implementing sustainable practices. Measuring the impact on profitability provides the evidence needed to convince skeptics and garner support. Key Sustainability Metrics for Profitability Energy Efficiency and Cost Reduction: Energy consumption is a significant expense for most businesses. Tracking energy efficiency improvements through metrics like energy use per unit of production or per square foot can demonstrate cost savings resulting from sustainable practices, such as energy-efficient equipment, renewable energy sources, and better building insulation. Waste Reduction: Reducing waste not only decreases disposal costs but can also create revenue opportunities. Metrics like waste diversion rates and waste-to-revenue ratios provide a clear picture of how sustainability initiatives impact the bottom line. Implementing recycling and waste reduction programs can lead to significant cost savings and revenue generation from recycling materials. Water Efficiency: Businesses in water-intensive industries, such as agriculture and manufacturing, can realise cost savings by tracking water use per unit of production. Additionally, water scarcity and quality issues can pose risks, making water efficiency an important sustainability metric. Supply Chain Sustainability: Measuring the sustainability of your supply chain can have a profound impact on profitability. Metrics such as supplier emissions, ethical labor practices, and supply chain transparency can help evaluate the financial implications of sustainable procurement and sourcing strategies. It can reduce supply chain disruptions and improve brand reputation. Brand Reputation: While it may not be a direct financial metric, brand reputation has a significant impact on profitability. Tracking metrics related to customer loyalty, trust, and brand perception can help quantify the impact of sustainability initiatives on brand value. A strong brand reputation can translate into higher sales and profitability. Regulatory Compliance and Risk Mitigation: Fines and penalties for non-compliance with environmental and social regulations can be a significant financial burden. Monitoring compliance metrics and implementing risk mitigation strategies can help businesses avoid these costs and protect their profitability. Productivity and Employee Engagement: Sustainable workplaces often experience increased productivity and better employee engagement. Metrics such as employee satisfaction, turnover rates, and absenteeism can provide insights into the financial benefits of a sustainable and socially responsible work environment. Innovation and New Product Development: Sustainable practices can drive innovation, leading to the creation of new products or services. Metrics related to revenue from sustainable products, the number of patents filed, and R&D investments in sustainability can help quantify the financial impact of innovation driven by sustainability. Carbon Footprint Reduction: Reducing carbon emissions is a key sustainability goal for many businesses. Calculating and tracking emissions reductions can demonstrate cost savings and compliance with emission reduction targets, often associated with financial incentives or cost avoidance. Return on Investment (ROI) for Sustainability Initiatives: This metric is perhaps the most direct way to measure the impact of sustainability on profitability. It calculates the financial return on investments in sustainable projects or practices. A positive ROI indicates that sustainability efforts are contributing to profitability. Challenges in Measuring Sustainability Impact on Profitability While these metrics can provide valuable insights into the financial benefits of sustainability initiatives, measuring the impact is not without its challenges. Some common challenges include: Data Collection: Gathering accurate and comprehensive data for sustainability metrics can be challenging. Businesses may need to invest in data collection and management systems to track their sustainability performance effectively. Long-Term vs. Short-Term Perspective: Some sustainability benefits may take time to materialise, making it challenging to demonstrate a direct and immediate impact on profitability. However, taking a long-term perspective is essential, as sustainability often leads to more sustainable and resilient business models. Complex Interactions: The relationship between sustainability metrics and profitability can be complex. For example, improving energy efficiency may lead to cost savings, but it can also drive innovation and enhance brand reputation, indirectly impacting profitability. Benchmarking: Comparing sustainability metrics to industry benchmarks or peers can be challenging, as industries vary significantly in their sustainability challenges and opportunities. External Factors: Businesses are affected by external factors, such as changes in regulations, market dynamics, and consumer preferences, which can make it difficult to isolate the impact of sustainability initiatives on profitability. The Role of Reporting Frameworks To overcome some of these challenges, businesses often rely on established sustainability reporting frameworks. Frameworks like the Global Reporting Initiative (GRI), the Sustainability Accounting Standards Board (SASB), and the Task Force on Climate-related Financial Disclosures (TCFD) provide guidelines and standards for reporting sustainability metrics. These frameworks promote consistency, comparability, and transparency in sustainability reporting. For example, the TCFD framework encourages businesses to disclose information on climate-related risks and opportunities, helping investors and stakeholders better understand the financial implications of climate change for the organisation. Conclusion Sustainability is no longer just a moral obligation; it's a strategic imperative for businesses. However, to gain buy-in from stakeholders, businesses must demonstrate the financial impact of their sustainability initiatives. Measuring sustainability's impact on profitability through key metrics and reporting frameworks is an essential step in this process. The metrics discussed in this article offer a comprehensive view of how sustainability initiatives can drive cost savings, enhance brand reputation, foster innovation, and mitigate risks, all of which ultimately impact profitability. While there are challenges in measuring sustainability's impact, reporting frameworks can help standardise the process and provide a basis for comparing performance within an industry. In the end, businesses that prioritise sustainability not only contribute to a more sustainable future but also position themselves for long-term profitability and resilience in an increasingly complex and interconnected world. As sustainability continues to gain importance, measuring its financial impact will be critical for businesses seeking to thrive in the 21st century. 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

Annex SL, devised by the International Organisation for Standardisation (ISO), serves as a unifying framework for management system standards. It provides a standardised structure and terminology, simplifying integration and enhancing efficiency across quality, environmental, and other management systems in diverse industries. What is Annex SL? The Backbone of Modern Management Systems Annex SL, devised by the International Organisation for Standardisation (ISO), serves as a unifying framework for management system standards. It provides a standardised structure and terminology, simplifying integration and enhancing efficiency across quality, environmental, and other management systems in diverse industries. Published on: 3 Apr 2025 In the ever-evolving landscape of modern business, navigating the complexities of quality management, environmental sustainability, and organisational efficiency can be a daunting task. Enter Annex SL - a guiding light amidst the fog of disparate management systems . While its name might not immediately ring a bell, its importance in harmonising various management standards cannot be overstated. Annex SL serves as the linchpin, offering a unified framework that streamlines processes, fosters integration, and drives organisational excellence across industries. The Origins of Annex SL To truly appreciate the significance of Annex SL , one must understand its genesis. It emerged from the need to consolidate and harmonise the myriad management system standards developed by the International Organisation for Standardisation (ISO). Before Annex SL, each ISO standard operated independently, leading to duplication of efforts and confusion among organisations striving for compliance. The Unified Framework Annex SL provides a common structure and language for developing ISO management system standards , facilitating seamless integration and interoperability. This standardised framework encompasses key elements such as context, leadership, planning, support, operation, performance evaluation, and improvement. By adhering to Annex SL principles, organisations can align their management systems effortlessly, fostering consistency and efficiency. Key Components of Annex SL High-Level Structure (HLS): Annex SL introduces a standardised high-level structure for management system standards, ensuring consistency and coherence across different disciplines. This common framework simplifies implementation and facilitates the integration of multiple management systems. Core Text: Annex SL incorporates core requirements that are common across various management standards. These include principles such as understanding the organisation's context, leadership commitment, risk-based thinking, and continual improvement. By embedding these core elements, Annex SL promotes synergy and alignment among management systems. Standardised Terminology: Annex SL promotes the use of standardised terminology, enhancing clarity and communication among stakeholders. This common language fosters comprehension, collaboration, and knowledge sharing across different management disciplines. Advantages of Annex SL Adoption Integration and Compatibility: Annex SL enables organisations to integrate and align their management systems seamlessly. By adopting a unified framework, businesses can streamline processes, eliminate redundancies, and enhance operational efficiency. Simplicity and Consistency: Annex SL offers a simplified and standardised approach to management system implementation. The common structure and core requirements promote consistency and clarity, making it easier for organisations to understand, implement, and audit multiple management systems. Performance Enhancement: By embracing Annex SL principles such as risk-based thinking and continual improvement, organisations can drive performance excellence. The emphasis on context, leadership commitment, and stakeholder engagement fosters a culture of accountability, innovation, and customer focus. Annex SL: A Pathway to Excellence Annex SL serves as a guiding beacon for organisations seeking to navigate the complexities of modern management. By embracing its principles, businesses can transcend silos, enhance collaboration, and unlock the full potential of their management systems. Annex SL isn't merely about compliance; it's about fostering a culture of continuous improvement and organisational excellence. As industries evolve and challenges grow more complex, Annex SL remains a steadfast companion, guiding organisations towards resilience, sustainability, and success. Embracing Annex SL isn't just a choice; it's a pathway to excellence in the ever-changing landscape of 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

Carbon reduction planning is essential for mitigating climate change, involving setting targets, sustainable practices, and global cooperation for emission reductions. Carbon Reduction Planning: A Blueprint for a Sustainable Future Carbon reduction planning is essential for mitigating climate change, involving setting targets, sustainable practices, and global cooperation for emission reductions. Crafting a Sustainable Tomorrow: The Power of Carbon Reduction Planning In a world grappling with the ever-increasing challenges of climate change, carbon reduction planning has become an imperative for governments, businesses, and individuals alike. As we witness the consequences of rising global temperatures, extreme weather events, and the depletion of natural resources, the urgency of mitigating carbon emissions cannot be overstated. Carbon reduction planning is not just about environmental stewardship; it is a roadmap to a sustainable future. In this article, we will explore the significance of carbon reduction planning, its key components, and the role it plays in addressing the climate crisis. The Urgency of Carbon Reduction The Intergovernmental Panel on Climate Change ( IPCC ) has issued dire warnings about the consequences of unchecked carbon emissions. With the earth's average temperature continuing to rise, the impacts of climate change, including more frequent and severe droughts, floods, storms, and the displacement of communities, are becoming increasingly evident. The urgency of carbon reduction planning cannot be understated. It is our best chance to curb these devastating effects and secure a habitable planet for future generations. Key Components of Carbon Reduction Planning Setting Clear Emission Reduction Targets A fundamental aspect of carbon reduction planning is the establishment of clear, ambitious, and science-based emission reduction targets. Governments, businesses, and individuals need to commit to specific goals that align with the Paris Agreement's objective to limit global warming to well below 2°C above pre-industrial levels. Transitioning to Renewable Energy The energy sector is a major contributor to carbon emissions. Transitioning from fossil fuels to renewable energy sources such as wind, solar, and hydroelectric power is pivotal in carbon reduction planning. This shift not only reduces emissions but also helps to diversify energy sources and create sustainable job opportunities. Enhancing Energy Efficiency Efficiency gains are critical in reducing carbon emissions. This includes improving the efficiency of industrial processes, transportation, and buildings. Investments in energy-efficient technologies and practices can lead to substantial carbon reductions. Sustainable Transportation The transportation sector is a significant source of carbon emissions. Implementing measures such as promoting electric vehicles, improving public transportation, and encouraging active transportation (walking and cycling) are essential components of carbon reduction planning. Reforestation and Afforestation Forests play a vital role in sequestering carbon dioxide. Carbon reduction planning should include initiatives to preserve existing forests, as well as reforest and afforest areas to capture and store more carbon. Carbon Pricing Carbon pricing mechanisms, such as carbon taxes or cap-and-trade systems, can provide economic incentives for businesses and individuals to reduce their carbon emissions. These tools are a crucial component of carbon reduction planning, as they internalise the environmental costs of carbon emissions. Sustainable Agriculture Agriculture is a significant contributor to carbon emissions, mainly through deforestation, livestock emissions, and the use of synthetic fertilisers. Sustainable agricultural practices, such as regenerative farming, can reduce emissions while enhancing soil health and food security. Circular Economy Reducing waste and promoting recycling and circular economy principles can significantly lower carbon emissions associated with the production and disposal of goods. Carbon reduction planning should include strategies to minimise waste and extend the lifespan of products. The Role of Governments Governments play a pivotal role in driving carbon reduction planning on a national and international scale. They have the power to enact legislation, create incentives, and allocate resources to support carbon reduction efforts. Some key government initiatives include Policy Development Governments can create and implement policies that promote carbon reduction, such as renewable energy incentives, carbon pricing, and fuel efficiency standards. These policies provide a regulatory framework that guides businesses and individuals toward more sustainable practices. Investment in Infrastructure Investing in green infrastructure, such as public transportation, clean energy production, and energy-efficient buildings, is a fundamental aspect of carbon reduction planning. Governments can allocate funds to develop these critical elements of a sustainable future. International Cooperation Climate change is a global issue that transcends national boundaries. Governments can engage in international agreements and partnerships to collaborate on carbon reduction planning. The Paris Agreement, for example, is a testament to the power of collective global action. Research and Development Supporting research and development in clean energy technologies and sustainable agriculture is essential. Governments can fund research initiatives that drive innovation and help transition society towards carbon reduction. The Role of Businesses Businesses are major contributors to carbon emissions, but they also have the capacity to be significant drivers of carbon reduction. Some ways in which businesses can contribute to carbon reduction planning include: Setting Corporate Emission Reduction Targets Companies can commit to reducing their carbon emissions by setting specific targets and adopting sustainability goals. This commitment can drive internal efforts to cut emissions and invest in clean technologies. Sustainable Supply Chains Businesses can examine their supply chains and adopt sustainability practices, such as sourcing materials responsibly and reducing transportation emissions. Collaborating with suppliers to reduce emissions throughout the entire value chain is a crucial aspect of carbon reduction planning. Energy Efficiency Improving energy efficiency in operations, manufacturing, and facilities can lead to substantial carbon reductions and cost savings. Businesses can adopt energy-efficient technologies and practices and monitor their progress. Green Innovation Innovation in clean technologies and products can have a profound impact on carbon reduction. Companies that invest in research and development of green solutions contribute significantly to carbon reduction planning. Carbon Offsetting While reducing emissions at the source is paramount, some emissions may be challenging to eliminate entirely. Businesses can offset their remaining emissions by investing in carbon offset projects, such as reforestation or renewable energy initiatives. The Role of Individuals Individuals also play a crucial role in carbon reduction planning. While the responsibility may seem small on an individual level, collective action can lead to substantial changes. Some ways individuals can contribute to carbon reduction include: Sustainable Transportation Opting for public transportation, carpooling, biking, or walking instead of driving alone can significantly reduce personal carbon emissions. If possible, consider switching to an electric vehicle or car with higher fuel efficiency. Energy Conservation Reducing energy consumption at home by using energy-efficient appliances, sealing drafts, and practicing energy conservation can lower carbon emissions and reduce utility bills. Renewable Energy If feasible, consider installing solar panels or purchasing renewable energy from clean energy providers. This transition to renewable energy at the individual level can have a considerable impact on carbon reduction. Reduce, Reuse, Recycle Reducing waste and practicing recycling can help lower carbon emissions associated with the production and disposal of goods. Advocacy and Education Individuals can advocate for carbon reduction planning at the local, national, and international levels. Raising awareness about climate change and its consequences is essential to building public support for carbon reduction efforts. Conclusion Carbon reduction planning is not a choice; it is a necessity. It is a multifaceted approach that requires the commitment and cooperation of governments, businesses, and individuals alike. While the scale of the climate challenge may seem daunting, every action, from setting ambitious goals to adopting sustainable practices in our daily lives, contributes to the collective effort to combat climate change. Carbon reduction planning is our blueprint for a sustainable future, a world in which we can not only mitigate the worst effects of climate change but also build a healthier, more equitable, and prosperous society for generations to come. 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LET’S GROW TOGETHER We’re always ready to assist and answer any questions you may have. We’d love to learn more about you and your business – the more we know, the better we can tailor our response to meet your needs. Share a little about who you are, what your business does, and the details of your query. Whether it’s a simple question or something more complex, we’re here to help and will get back to you as soon as possible. Let’s start the conversation – we look forward to hearing from you! Our Address Rostone Operations 33 King's Road Reading RG1 3AR United Kingdom Tel: 0118 914 5917 Please complete the details below First name* Last name* Company name* Email* Tell us what you need help with...* Send

Discover how the Business MetaSystem framework can revolutionise your organisation by creating intrinsic value, enhancing operational efficiency, and driving sustainable growth. Learn about the vital components, benefits, and practical steps to implement a successful MetaSystem for your business. The Business MetaSystem: The Key to Building and Scaling Effective Business Systems Harnessing the Business MetaSystem to Create Intrinsic Value, Enhance Operational Efficiency, and Drive Sustainable Growth in Your Organisation. In a rapidly changing business environment, the need for a comprehensive framework that can build and scale effective business systems has never been more critical. Enter the Business MetaSystem —a strategic approach that creates intrinsic value and positions businesses for sustainable growth. 1. Introduction to the Business MetaSystem The Business MetaSystem is the overarching framework that enables organisations to create, manage, and evolve their internal systems and processes. Unlike traditional business systems that focus on specific functions, the MetaSystem operates at a higher level, ensuring that the various components of the business work harmoniously together. By implementing a MetaSystem, businesses can better navigate complexities, enhance efficiency, and drive long-term success. 2. The Role of the MetaSystem in Business Creation At its core, the Business MetaSystem serves as the architect of the business. It designs and establishes the foundational elements that allow internal systems to flourish. Just as an architect envisions a building's structure, the MetaSystem lays the groundwork for new business models and processes, allowing for innovation and adaptability. This focus on creation ensures that the business can grow in a sustainable manner. 3. MetaSystem vs. Internal Business Systems While traditional business systems encompass the day-to-day operations—such as marketing, finance, and human resources—the MetaSystem provides a higher-level overview that connects and optimises these internal systems. Without the MetaSystem, businesses may focus too narrowly on individual processes, potentially leading to inefficiencies and missed opportunities. The Business MetaSystem ensures that these components work together seamlessly to achieve the organisation's broader goals. 4. Workflows: The Backbone of Operations Workflows are the series of steps and tasks that define how specific processes are carried out within a business. They serve as the backbone of operations, ensuring that activities are completed efficiently and consistently. The Business MetaSystem enhances workflows by: Standardising Processes : Establishing clear guidelines and best practices that ensure consistency and quality. Facilitating Communication : Enhancing collaboration among teams by clearly defining roles and responsibilities within workflows. Optimising Efficiency : Continuously assessing and refining workflows to eliminate bottlenecks and improve overall productivity. By improving workflows, the Business MetaSystem contributes to a more streamlined operation, ultimately leading to better performance and outcomes. 5. Processes: The Framework for Execution Processes are the specific methods and procedures that drive the execution of workflows. They outline how tasks are performed and how decisions are made. A well-defined process is essential for achieving the desired outcomes. The Business MetaSystem impacts processes by: Defining Structure : Creating a clear framework for how tasks should be completed, reducing confusion and enhancing accountability. Encouraging Best Practices : Identifying and disseminating effective techniques across the organisation to improve overall quality and consistency. Implementing Continuous Improvement : Establishing mechanisms for feedback and assessment to adapt processes as needed for ongoing optimisation. By strengthening processes, the Business MetaSystem ensures that workflows are executed effectively, leading to better results and increased value. 6. Components of a Strong Business MetaSystem A successful Business MetaSystem comprises several key components: Vision and Strategy : Establishing a clear direction that guides the design and evolution of business systems. Flexibility and Adaptability : Ensuring the system can adjust to market changes and evolving business needs. Feedback and Improvement Mechanisms : Incorporating regular assessments to refine and enhance the MetaSystem itself. Technology Integration : Leveraging tools and platforms that facilitate effective management and optimisation of internal systems. 7. Building and Implementing Your Own Business MetaSystem Creating a Business MetaSystem involves several critical steps: Define Objectives : Clearly articulate what the MetaSystem aims to achieve for the business. Assess Current Systems : Conduct a thorough audit of existing processes to identify areas for improvement. Design the Framework : Develop a comprehensive plan that outlines how the MetaSystem will function and integrate with existing operations. Implement and Test : Roll out the MetaSystem, ensuring to monitor its effectiveness and make adjustments as needed. 8. Benefits of a MetaSystem-Driven Business Businesses that adopt a MetaSystem approach enjoy numerous benefits, including: Scalability : A well-structured MetaSystem allows businesses to grow sustainably by easily adapting to new challenges. Resilience : The ability to pivot in response to external pressures and market shifts ensures long-term viability. Innovation : Fostering a culture of continuous improvement and encouraging creative solutions lead to new opportunities. 9. Common Pitfalls and How to Avoid Them Implementing a Business MetaSystem is not without its challenges. Common pitfalls include: Misunderstanding the Role : Recognising the distinction between the MetaSystem and internal systems is crucial to successful implementation. Rigid Designs : A lack of flexibility can hinder a business’s ability to adapt; the MetaSystem should be designed for change. Neglecting the MetaSystem : Focusing too heavily on internal processes can lead to a disjointed approach, undermining overall business cohesion. 10. Conclusion: The Future of Business with Business MetaSystems The Business MetaSystem is an invaluable framework for organisations seeking to achieve lasting success in a competitive landscape. By creating intrinsic value and maximising the business's worth for sale or investment, the MetaSystem supports operational efficiency while allowing the business to thrive independently of its owner. As the business environment continues to evolve, embracing a MetaSystem approach will be key to staying competitive and fostering growth. 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

An essential guide to key 21st-century social and business skills An Essential Guide to Key 21st-Century Social and Business Skills Today we need to be be more than sustainable in business, we need to be regenerative. In an era where climate warming is accelerating, the global economy has become increasingly interconnected, it is more difficult than ever to ignore the consequences of our actions. Published on: 7 Dec 2023 Decoupling economic growth from ecological destruction is becoming increasingly essential if we are to create a positive future. Therefore, we must find ways to create economic growth while protecting our environment and natural resources. We need to update our business goals from being about profit and the environment to building a regenerative green economy that meets the needs of business, the planet, people, families, community and society. In today’s world, businesses have an obligation to help protect the planet and its resources. This is all the more important when you’re the owner and boss of the business. Regeneration is a powerful tool that can be used to ensure that businesses are doing their part in preserving the environment. By using regeneration, companies can reduce their environmental footprint, increase sustainability, and create positive long-term effects for the planet. Regeneration in business is about more than just reducing waste or recycling materials; it involves finding ways to use resources more efficiently and sustainably. For example, companies can explore renewable energy sources such as solar or wind power, develop innovative products that use fewer resources, or focus on more than circular production models where materials are reused and recycled. Patagonia has stopped using the word ‘sustainable’ as they recognise we have to give more than we take from the environment . The World Economic Forum recognises that being sustainable won’t be enough in the long run to address our social, environmental and economic challenges and that companies should aim to promote the restoration and regeneration of natural resources and social systems . Adopting ESG principles is today a driver of long term growth as customers, suppliers and investors are expecting to see a company adopt green growth initiatives. “.. the world is reaching the tipping point beyond which climate change may become irreversible. If this happens, we risk denying present and future generations the right to a healthy and sustainable planet – the whole of humanity stands to lose.” Kofi Annan, Former Secretary-General of UN Other big brands like Unilever, Pepsico and Timberland are adopting a business vision of regeneration too. They see that it’s not just the environment we need to consider but social capital, human, intellectual and financial capital too as well as the products and services provided every year. In 2016, an international study was conducted that analysed companies’ practices for regeneration. The study found that 20% of company revenues in North America came from products and services related to renewal in one form or another. This statistic would only be expected to increase as companies adopt practices such as reusing materials and expanding their use to create new products, processes, or services. However, being more than sustainable is required. There are seven reasons why sustainability and NET ZERO will not address climate warming these include not addressing past pollution, a lack of vision, and a growing economy. Regeneration and sustainability are essential concepts for creating a sustainable and thriving future, but they focus on different aspects of this goal. Sustainability is about maintaining the current state of our environment and society by ensuring that our use of natural resources and social systems does not exceed their capacity to regenerate and support us. In addition, it involves reducing our negative impact on the environment and society, such as reducing greenhouse gas emissions or promoting social equity. Regeneration, on the other hand, goes beyond sustainability by actively restoring and enhancing the natural and social systems we rely on. It involves regenerating natural resources, rebuilding ecosystems, and creating more equitable and resilient social systems. Regeneration seeks to create a world that is not just sustainable but also regenerative and restorative. Therefore, while sustainability is essential, renewal is needed more than sustainability to make a genuinely sustainable and thriving future. By regenerating natural and social systems, we can create a more resilient, equitable, and thriving world and ensure that we have a livable planet for generations to come. Why we need to change our perception of problems in the 21st century In a rapidly changing world, the twenty-first century has brought several new challenges, and how we perceive and address these problems needs to change if we are to tackle them successfully. From global warming and climate change to inequality and the refugee crisis, our current approach is no longer enough; it is essential to cultivate new thinking patterns to stay ahead of the curve. In the most extensive study on climate change data and corporations, 8,000 supplier companies (that sell to seventy-five multinationals) reported their level of climate risk. Of the respondents, 72% said that climate change presents risks that could significantly impact their operations, revenue, or expenditures. “What you do makes a difference, and you have to decide what kind of difference you want to make.” Dr Jane Goodall, Scientist & Activist We must look beyond traditional solutions and embrace innovative thinking to progress. By understanding the need for change, we can develop strategies to help us overcome these challenges more effectively. To do this, we must be creative, open-minded, and willing to explore new ideas and practices. We can also use brainstorming, mind mapping, and lateral thinking tools to help us develop innovative solutions. We should also reflect on our experiences and learn from them to apply those lessons in the future. By doing so, we can ensure that we constantly evolve our thinking patterns to keep up with the changing world around us. What is a REM (Regenerative, Ethical, and Mindful) business? Regenerative businesses are a new type of business model that focuses on sustainability and creating positive social and environmental impacts. Big brands are leaning toward regeneration as a means to embed purpose into their company in an enduring way. They are designed to create value for society, the environment, and the economy, while also delivering financial returns to shareholders. They are an emerging trend in the business world as more companies strive to make their operations more sustainable and ethical. Regenerative businesses strive to create a circular economy by reusing resources, reducing waste, and investing in renewable energy sources. They also prioritise social responsibility by providing fair wages and benefits for employees, supporting local communities through philanthropy initiatives, and promoting diversity in the workplace. By doing so, they can help build strong relationships with stakeholders while ensuring long-term profitability. A regenerative business acknowledges its place in the entire system where it operates, its community, its industry, and its resources, and uses that knowledge of interdependence in their strategic decision making. The 5Cs of 21st century skills and competencies – critical thinking, communication, collaboration, creativity, cultural and civic competence – are crucial for businesses to remain competitive in today’s fast-paced and ever-changing world. Regenerative, ethical, and mindful businesses prioritise long-term thinking and planning. This involves considering the impact of decisions and actions on future generations and striving to create a sustainable future. By fostering a culture that values these skills and developing training programs that support their development, companies can attract and retain top talent, improve decision-making processes, and enhance their ability to innovate and adapt to change. Additionally, overall, REM businesses are those that prioritise regeneration and strive to create positive social and environmental impact. By adopting these practices, businesses can create an equitable future for all, a competitive edge critical for business success in the 21st century. Regenerative, ethical, and mindful businesses are those that prioritise regenerative practices and strive to create positive social and environmental impact. The sense of purpose that comes from creating a REM business improves team performance and productivity. Research has shown that connected teams are 21% more profitable . This is likely due to the simple fact that happy employees are more productive employees as we discussed in How to use Workplace Personality Tests to Improve Team Productivity. For example, 37% of employees say working in a great team is their primary reason for staying at a company. In fact, some 54% of employees say a strong sense of community including great coworkers kept them at a company longer than was in their best interest. Regenerative practices Regenerative businesses focus on restoring and renewing natural systems and resources. This can include adopting circular economy principles, investing in regenerative agriculture, and promoting renewable energy. Ethical practices Ethical businesses prioritise social responsibility and ethical practices in all aspects of their operations. This can include fair labour practices, ethical sourcing of materials, and responsible marketing. Mindful practices Mindful businesses prioritise mindfulness and conscious decision-making in all aspects of their operations. This can include reducing waste, promoting eco-friendly practices, and engaging in community outreach and education. Regenerative, ethical, and mindful businesses prioritise engagement with all stakeholders, including employees, customers, suppliers, and the wider community. This can involve listening to feedback, responding to concerns, and taking action to improve social and environmental impact. Twenty-first century social and business skills In the 21st century, the 5Cs of skills and competencies are essential for success in any field. These five Cs, Communication, Collaboration, Creativity, Critical thinking, and Civic and Cultural skills, are the building blocks of any modern workplace. They apply to all industries and professions and can help individuals develop proficiency in many areas. With these five Cs, you become a more effective leader and team player while better understanding the world around you. Furthermore, mastering these five Cs can make you an invaluable asset to your organisation or team. We identified five core skills for the 21st century leader that create a focus on the interactions between people, and improving the outcome of those engagements. These skills support the leadership skills we defined in How to Develop Leadership Skills for the 21st Century. The 5Cs of 21st century skills and competencies are essential for individuals to be successful in their careers and life. These skills are the foundation for a successful future, as they help people to become more creative, critical thinkers and problem solvers. Each of these skills is important in its own way, as they all help individuals become more well-rounded and capable professionals. By mastering the 5Cs of 21st century skills & competencies, individuals can gain an edge over their competition in the job market. They can also develop better relationships with peers and colleagues by communicating effectively with them. Rethink Telephone Skills Training These social and business skills can help businesses achieve their goals and objectives by creating an environment of trust and collaboration among employees. Businesses can ensure that all employees are on the same page regarding company policies and procedures. This will also help to increase efficiency and productivity while creating a positive work culture. Examples of how these skills can be applied in the workplace include providing clear job descriptions for each role within an organisation, encouraging collaboration between departments through team-building activities, fostering creativity through brainstorming sessions or hackathons, committing to deadlines and tasks set by management, and actively communicating with both internal and external stakeholders. The 5Cs help individuals develop adaptability skills to navigate the constantly changing landscape of the 21st century. The ability to communicate, collaborate, think critically, and be creative while demonstrating strong character traits helps individuals stay ahead of the curve. Employers today are looking for individuals who possess the 5Cs. These skills make individuals more employable and more valuable to their organisations. The world is becoming more interconnected, and the 5Cs help individuals work effectively in a global environment. Communication and collaboration skills are essential in this regard. The 5Cs are not just skills necessary in the workplace. They are also crucial for lifelong learning and personal growth. Individuals who possess these skills are better equipped to learn and adapt throughout their lives. Effective communication skills Effective communication is essential for promoting regeneration, as it enables the sharing of information, building awareness, and engaging stakeholders. Communication skills enable individuals and organisations to articulate their sustainability goals, share best practices, and build consensus around sustainable outcomes. Communication is one of the most critical skills to succeed today. It is essential for connecting with people, expressing ideas and opinions, and working together to solve problems. Good communication also helps build relationships and create a positive environment. In addition, it helps us understand each other better, which leads to better decision-making. Communication is a crucial component of the 5Cs because it allows us to effectively express ourselves, collaborate with others and become engaged citizens in our society. Businesses need to have effective communication strategies if they want to succeed. Five ways to improve communication skills Recognise that the message you send has more to do with the way it is heard than how it is said. So increase awareness of your own emotions and that of the recipient before communicating your message. Listen and seek to understand first. It’s all too easy to be reactive in communication, but pause and consider carefully your words to increase communication effectiveness. Be interested in the other person. In the classic book on communication skills, “How to Influence People and Win Friends” by Dale Carnegie, he says imagine the other person has MMFI on their forehead, “Make Me Feel Important.” Consider carefully the emotion you’re intending to create in the other person. They’ll feel it before they hear it, before they respond. Recognise your words are perhaps only 10% of the message; tone of voice, intonation, facial expression, body language, eye contact, directness, speed of delivery are all playing their part too. Communicative thinking helps companies to think more strategically about communicating with their customers, employees, and other stakeholders. It also helps them identify opportunities for improvement and develop better relationships with those who interact with their brand. Communication thinking enables businesses to create meaningful customer experiences that increase loyalty and engagement. Companies can succeed in today’s competitive landscape by understanding the importance of communication thinking in the 5Cs of 21st Century Skills & Competencies. Meaningful collaboration skills Regeneration is a collaborative effort that requires the participation of diverse stakeholders, including businesses, government, civil society, and communities. Collaboration skills enable individuals and organisations to work effectively in teams, build partnerships, and foster cooperation towards common sustainability goals. Collaboration encourages people to think outside the box and develop innovative solutions. It also helps build team members’ trust and promotes an organisation’s sense of community. Additionally, collaboration helps develop problem-solving skills, communication skills, and creativity – all essential abilities in today’s increasingly competitive workforce. Collaborative thinking encourages teams to collaborate to develop creative solutions to complex problems. It also helps employees build relationships and learn from each other’s experiences. Collaboration thinking is vital in assisting businesses to succeed in the modern age by allowing them to tap into the collective knowledge of their team members and create innovative products and services for their customers. Productive creativity skills Creativity is crucial not just in the workplace but also in our everyday lives. It helps us express ourselves better, develop our unique thinking style and create meaningful relationships with others. By being creative, we can also find new ways to solve problems or create something out of nothing. With creativity, we can explore new possibilities for learning and growth that will benefit us personally and professionally in the long run. Creative thinking enables businesses to stay ahead of their competition by creating unique and innovative solutions to help them succeed in the market. It also encourages employees to think outside the box and find new solutions. By fostering creativity in the workplace, businesses can create a culture that promotes innovation and encourages employees to develop their skills. Deep critical thinking skills Regeneration requires a critical assessment of current systems and practices, identifying areas where change is needed. Critical thinking skills enable individuals and organisations to evaluate complex information, analyse problems, and develop innovative solutions that promote sustainability and regeneration. Understanding why critical thinking is so vital in today’s world is essential. In a rapidly changing environment, it helps us to stay ahead of the curve by understanding complex situations quickly and accurately. It also helps us think creatively and develop innovative solutions to challenging problems. Furthermore, it enables us to evaluate different perspectives on any given issue and make informed decisions based on facts rather than emotions or preconceived notions. Critical thinking is one of today’s most essential skills and competencies for business success. It allows companies to make informed decisions based on data and evidence rather than relying solely on intuition. Critical thinking helps businesses identify problems before they arise and develop solutions that will help them stay ahead of their competition. It also allows employees to think through complex issues and develop innovative solutions to assist the business in reaching its goals. In short, critical thinking is essential for any business to be successful in the 21st century. Engaging civic and cultural skills Regeneration requires a sense of citizenship that goes beyond individual interests and considers the broader social and environmental impact of our actions. Citizenship skills enable individuals and organisations to recognise their responsibility towards the planet and society, promoting sustainable and regenerative practices that benefit everyone. In today’s world, businesses need to understand the importance of civic and cultural thinking to succeed. The 5Cs of 21st Century Skills & Competencies provide a framework for understanding how civic and cultural thinking can help businesses to make decisions that are more informed and better suited to their customer base. Civic and cultural thinking helps companies understand their target audience’s values, beliefs, customs, and norms, enabling them to create products or services tailored to their needs. It also helps them make more effective marketing strategies by providing insights into how customers think about specific topics or issues. By developing an understanding of civic and cultural thinking, businesses can ensure they are making decisions informed by the needs of their customers and stakeholders. 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

Professional phone are vital in helping deliver great customer experiences and interactions and ultimately growing your business. Learn more today. 7 Phone Etiquette Rules for the Workplace Professional phone etiquette is important in helping deliver great customer experiences and interactions and ultimately growing your business. Published on: 22 Apr 2021 The 7 Essential Professional Phone Etiquette Rules for Outstanding Customer Service Mastering phone etiquette is crucial for creating positive customer experiences and reinforcing your brand’s reputation. Whether you're handling customer inquiries or making sales calls, the way you interact over the phone can directly impact your success. Here are the 7 essential phone etiquette rules every professional should follow to ensure customer satisfaction and drive business growth: Answer the call promptly – Pick up within three rings to show customers their time is valued. Introduce yourself clearly – Use your name and the company’s name to create a professional first impression. Be clear and audible – Speak clearly, enunciate, and summarise key points to avoid miscommunication. Listen actively – Take notes, ask clarifying questions, and confirm details to show you care. Stay positive and engaging – Maintain a warm tone and focus on finding solutions, even during complaints. Be polite and respectful – Courtesy can de-escalate tense situations and build trust. Be helpful and sincere – Always ask for permission before transferring or placing a customer on hold. We’ll now look at each rule in more depth. 1. Answer the Call Promptly Customers often choose to call because they expect immediate answers. Letting the phone ring excessively can give the impression that their time isn’t valued. Best practice: answer within three rings . Example: A tech support hotline that picks up quickly leaves callers feeling reassured from the start, improving overall satisfaction. 2. Introduce Yourself with Clarity First impressions matter. Begin the call by introducing yourself and your company. Use the caller’s name throughout the conversation to personalise the experience and build rapport. Example: "Good afternoon, this is Sarah from GreenTech Solutions. May I know who I have the pleasure of speaking with today?" This approach immediately makes the interaction feel more personal and professional. 3. Speak Clearly and Audibly Communication is key. Ensure you’re speaking at an appropriate volume and articulating your words to avoid misunderstandings. Summarise key points to confirm mutual understanding, especially during outbound calls. Tip: Avoid mumbling and raise your voice slightly if the caller struggles to hear you. Practice speaking slowly and confidently. 4. Listen Actively and Show You Care Engaged listening shows respect and empathy. Avoid multitasking during calls. Take notes, ask clarifying questions, and repeat information to confirm understanding. Example: "Just to confirm, you mentioned the order number is 5678 and you’d like to update the delivery address, correct?" This demonstrates attentiveness and minimises errors. 5. Maintain Positivity and Enthusiasm A positive tone can diffuse tense situations and create better outcomes. Even when dealing with complaints, staying upbeat and solution-oriented can transform the customer’s perception. Tip: Smile while speaking—it naturally reflects in your tone. 6. Be Polite and Respectful at All Times Politeness never goes unnoticed. Even if the caller is frustrated, respond calmly and respectfully. Empathy can de-escalate tense conversations. Example: "I understand this has been frustrating for you. Let me see how I can help resolve this quickly." 7. Be Helpful and Transparent Always offer solutions or guide the customer to the right department. If you need to transfer them or place them on hold, ask for their permission first. Example: "Would you mind holding for a moment while I check this for you? It should only take about two minutes." Giving realistic wait times and following up ensures the caller feels valued. Why Phone Etiquette Matters for Business Success Good phone etiquette enhances customer satisfaction, fosters loyalty, and can lead to repeat business. By following these rules, your business can create positive experiences that translate into stronger customer relationships and increased revenue. Start implementing these practices today and watch the difference in your customer interactions! 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 Smarter AI workflow automation transforms businesses by enhancing efficiency, reducing costs, and improving decision-making. Explore its history, benefits, challenges, and future trends. A Brief History AI Workflow Automation Defined The Benefits The Challenges Building The Team Integration Strategies Real World Applications The Future of AI Conclusion In This Article Smarter AI Workflow Automation: What You Need to Know A Brief History Businesses are continually seeking ways to streamline operations, enhance productivity, and stay ahead of the competition. One of the most transformative solutions emerging in this quest is Smarter AI Workflow Automation. This powerful fusion of artificial intelligence and automation is reshaping industries, redefining roles, and setting new standards for efficiency. But how did we get here, and what does the future hold? Let’s embark on a journey through the history, benefits, challenges, and the multifaceted world of AI Workflow Automation. A Brief History: From Manual Processes to Intelligent Automation The concept of workflow automation isn’t new. Long before the advent of AI, businesses sought ways to automate repetitive tasks to save time and reduce errors. Early automation relied heavily on rigid, rule-based systems that could handle straightforward, predictable processes. Think of assembly lines in manufacturing or basic data entry tasks in offices. However, these systems had limitations. They lacked the flexibility to handle exceptions or adapt to changing circumstances. The real game-changer came with the integration of artificial intelligence. As AI technologies like machine learning, natural language processing, and computer vision advanced, they began to breathe intelligence into automation. This evolution allowed systems to learn from data, make informed decisions, and handle complex, dynamic workflows that were previously the domain of human workers. Today, AI Workflow Automation stands as a testament to decades of technological progress, offering businesses the ability to automate not just tasks, but entire processes with unprecedented efficiency and adaptability. What is Smarter AI Workflow Automation? At its core, AI Workflow Automation involves using artificial intelligence technologies to automate and optimise business processes. Unlike traditional automation, which follows predefined rules, AI-driven systems can analyse data, recognise patterns, and make decisions that mimic human intelligence. Key Components: Data Integration: Seamlessly connecting various data sources to provide a unified view. Intelligent Decision-Making: Leveraging machine learning algorithms to make informed choices. Process Orchestration: Coordinating multiple tasks and workflows to achieve a desired outcome. Continuous Learning: Adapting and improving processes based on new data and insights. By integrating these components, AI Workflow Automation not only handles routine tasks but also enhances decision-making, predicts future trends, and continually optimises operations. The Benefits: Why AI Workflow Automation is a Game-Changer Implementing AI Workflow Automation can bring a myriad of benefits to organisations across various sectors: 1. Increased Efficiency and Productivity Automating repetitive and time-consuming tasks frees up employees to focus on more strategic and creative work. This shift not only boosts productivity but also enhances job satisfaction by reducing burnout. 2. Cost Savings By minimising manual intervention, businesses can significantly reduce labour costs and operational expenses. Additionally, automation reduces the likelihood of errors, leading to fewer costly mistakes. 3. Enhanced Accuracy and Consistency AI systems maintain high levels of precision, ensuring that tasks are performed consistently without the variability inherent in human performance. 4. Scalability AI Workflow Automation can easily scale to handle increased workloads without the need for proportional increases in staffing, making it ideal for growing businesses. 5. Improved Decision-Making With access to real-time data and predictive analytics, organisations can make more informed decisions, anticipate challenges, and seize opportunities proactively. 6. Better Customer Experience Faster response times, personalised interactions, and efficient service delivery enhance customer satisfaction and loyalty. The Challenges: Navigating the Roadblocks While the advantages are compelling, implementing AI Workflow Automation is not without its challenges: 1. Initial Investment and Costs The upfront costs of integrating AI systems can be substantial, encompassing software, hardware, and the necessary expertise to implement and maintain the solutions. 2. Complex Integration Seamlessly integrating AI automation with existing systems and workflows can be technically challenging, often requiring significant customisation and testing. 3. Data Quality and Management AI systems rely heavily on high-quality data. Inaccurate, incomplete, or biased data can lead to poor performance and unreliable outcomes. 4. Skill Gaps and Training Organisations may face a shortage of skilled professionals who can develop, manage, and optimise AI-driven workflows, necessitating investments in training and talent acquisition. 5. Security and Privacy Concerns Automating workflows that handle sensitive data raises concerns about data security and privacy. Ensuring compliance with regulations and safeguarding information is paramount. 6. Change Management Transitioning to AI Workflow Automation requires significant changes in organisational culture and processes. Resistance to change from employees can hinder successful implementation. Building the Right Team: Collaborative Efforts for Success Successful AI Workflow Automation initiatives require a multidisciplinary team that brings together diverse expertise: 1. Data Scientists and AI Specialists They develop and fine-tune the algorithms that power the automation, ensuring that the system can learn and adapt effectively. 2. IT and Software Developers Responsible for integrating AI systems with existing infrastructure, ensuring seamless operation and addressing technical challenges. 3. Business Analysts They identify the workflows that will benefit most from automation, align AI solutions with business goals, and measure the impact of automation initiatives. 4. Project Managers Oversee the implementation process, coordinate between different teams, and ensure that projects stay on track and within budget. 5. Change Management Experts Facilitate the transition, address employee concerns, and foster a culture that embraces automation and continuous improvement. 6. Cybersecurity Professionals Ensure that the automated workflows are secure, protecting sensitive data and maintaining compliance with relevant regulations. Integration Strategies: Making Smarter AI Workflow Automation Work for You Integrating AI Workflow Automation into your business involves careful planning and strategic execution. Here are some key strategies: 1. Assess and Prioritise Workflows Start by identifying the most suitable processes for automation. Look for workflows that are repetitive, rule-based, and time-consuming, yet critical to operations. 2. Ensure Data Readiness Prepare your data by ensuring it is clean, well-organised, and accessible. High-quality data is the foundation of effective AI-driven automation. 3. Choose the Right Tools and Platforms Select AI automation tools that align with your business needs, are scalable, and can integrate seamlessly with your existing systems. 4. Adopt a Phased Approach Implement automation in stages, starting with pilot projects to test and refine the system before scaling up to broader applications. 5. Focus on Change Management Engage stakeholders early, communicate the benefits clearly, and provide training to ensure smooth adoption and minimise resistance. 6. Monitor and Optimise Continuously Regularly review the performance of automated workflows, gather feedback, and make necessary adjustments to enhance efficiency and effectiveness. Real-World Applications: Smarter AI Workflow Automation in Action AI Workflow Automation is making waves across various industries: Healthcare Automating patient scheduling, billing, and data entry allows healthcare professionals to focus more on patient care. AI-driven diagnostic tools also assist in early detection and personalised treatment plans. Finance From fraud detection to automated customer service, AI is revolutionising financial operations. Streamlined loan processing and risk assessment improve both efficiency and accuracy. Manufacturing Predictive maintenance, inventory management, and quality control are enhanced through AI automation, reducing downtime and ensuring consistent product quality. Retail Personalised marketing, supply chain optimisation, and automated customer support enhance the shopping experience and operational efficiency. Human Resources Automating recruitment processes, employee onboarding, and performance evaluations saves time and ensures a more consistent and unbiased approach. The Future of Smarter AI Workflow Automation: What Lies Ahead As AI technologies continue to advance, the potential for workflow automation will only grow. Here are some trends to watch: 1. Hyperautomation Combining AI with advanced automation tools to handle increasingly complex and interdependent processes, creating end-to-end automation across the organisation. 2. Explainable AI Developing AI systems that not only make decisions but also provide understandable explanations, fostering trust and transparency in automated workflows. 3. Edge AI Bringing AI processing closer to the data source, enabling real-time automation and reducing latency, particularly valuable in industries like manufacturing and healthcare. 4. Integration with IoT Leveraging the Internet of Things (IoT) to collect and analyse data from connected devices, enhancing the capabilities of automated workflows and enabling smarter decision-making. 5. Ethical AI and Governance Emphasising ethical considerations and robust governance frameworks to ensure that AI automation is fair, unbiased, and compliant with regulations. Conclusion: Embracing the Smarter AI Workflow Automation Revolution AI Workflow Automation is not just a technological advancement; it's a paradigm shift that redefines how businesses operate and compete. By automating and optimising workflows with intelligence, organisations can achieve unprecedented levels of efficiency, accuracy, and agility. However, success requires careful planning, the right team, and a willingness to navigate challenges. As we move forward, embracing AI Workflow Automation will be key to unlocking new opportunities, driving innovation, and sustaining growth in an increasingly digital world. Whether you're a small startup or a global enterprise, the time to harness the power of AI-driven automation is now. Are you ready to transform your workflows and propel your business into the future? AI Workflow Automation Defined The Benefits The Challenges Building The Team Integration Strategies Real World Applications The Future of AI Conclusion

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