Articles Tagged Management

“Late last year I was at a dinner with a Board I won’t mention by name. There were roughly 50 people at the event. Tables were pre-assigned and I found myself sitting across from a chap in his mid-50′s whose professional job was an accountant. He worked at a rather large firm as a partner. […]

“Hewlett-Packard’s $9.7 billion acquisition of Autonomy seemed like a bad idea long before Tuesday’s allegations of an accounting scandal made clear it was a deal that should never have happened. It’s the latest in a cavalcade of costly blunders at HP. The Silicon Valley pioneer has squandered billions of dollars on ill-advised acquisitions, compounding the […]

“It is the rare person who has a single employer for a whole career, and employers understand this. So it follows that it is unreasonable to expect employees to accept becoming useless to other potential employers, however invaluable they may have become to their current employer. If your skills and knowledge are valuable only to […]

“Whether it was a looming deadline, an understaffed development team, or missing information, Apple–despite being a company that has historically exceled at delighting its end users–wasn’t able to deliver on its customer requirements with Apple Maps. And this particular case illustrates the outcomes that can result when companies choose to embark on strategies that are […]

“There is no conclusive empirical evidence that outside succession leads to more favorable corporate performance, or even that good performance at one company can accurately predict success at another,” …In short, executive skills cannot pass the most basic test of generality: transferability.” CHARLES M ELSON and CRAIG K. FERRERE, “Executive Superstars, Peer Groups and Over-Compensation […]

“We need to be able to trust pharmaceutical companies. We expect banks to be run and populated by honest people, to keep our money safe, and to give us our money back when we need it. We want oil companies to have a strong culture of engineering professionalism and commitment to health and safety. If […]

“Some things in life we know are true. The sun rises in the east and sets in the west. A body in motion will remain in motion unless acted on by an outside force. And the best way to motivate salespeople is by offering them commissions. But what if we’re wrong, at least about that […]

I don’t get it. I just don’t. It should be blindingly obvious to every owner of every business that it runs primarily on just one thing: the goodwill of its customers. If customers obtain value from you, they keep buying. If they keep buying, you keep making a profit. If you keep making a profit, […]

“What’s the one factor that most affects how satisfied, engaged, and committed you are at work? All of our research over the years points to one answer — and that’s the answer to the question: “Who is your immediate supervisor?” …This study is by no means unusual. We’ve seen the same pattern in the U.S., […]

“Investigations by regulators in several countries, including Canada, America, Japan, the EU, Switzerland and Britain, are looking into allegations that LIBOR and similar rates were rigged by large numbers of banks. Corporations and lawyers, too, are examining whether they can sue Barclays or other banks for harm they have suffered. That could cost the banking […]

“There are three givens of human nature that queuing psychologists must address: 1) We get bored when we wait in line. 2) We really hate it when we expect a short wait and then get a long one. 3) We really, really hate it when someone shows up after us but gets served before us.” […]

“The fatal fact about nepotism is that the really good people won’t go to work for you in the first place or will quit or quit trying for your job when they spot your uncle, brother, nephew, wife, mistress or son on the payroll… …If there’s even a bare possibility that you’re prejudiced, the smell […]

Back in 2003, we thought we had put the era of truly horrible state corporations behind us. The new government of the day, swept into power in a massive rejection of the failures and excesses of the 1990s, promised to reform the public sector and revitalize all of Kenya’s dead or dying parastatals. A good […]

Whatever happened to “First-Time Quality?” It seems to have become an irrelevance in Kenya today. The idea is simple enough. If you get something right the first time, you don’t have to incur the cost of inspections, revisits, rework or repeat jobs. If you pay acute attention and maintain a high standard when you do […]

“TODAY is my last day at Goldman Sachs. After almost 12 years at the firm — first as a summer intern while at Stanford, then in New York for 10 years, and now in London — I believe I have worked here long enough to understand the trajectory of its culture, its people and its […]

If you attend a corporate retreat in Kenya, you just know what you’re going to do during the outdoor dinner, don’t you? After sufficient alcohol has been imbibed and inhibitions have been sufficiently loosened, you will undoubtedly do a “Mugiithi” dance. This is where you form a human train with the leader at the front, […]

In business, relationship management is all the rage these days. There seem to be no salespersons any more, just relationship managers (RMs). It sounds warm and fuzzy and touchy-feely, as though you, the customer, have someone in the organization specially focused on you. Most of the time, it’s an elaborate hoax. What’s the difference between […]

“Soon after Citigroup let go of 100 employees across India last month, many functional heads received an unusual brief. They were asked to scout for jobs for those who had been terminated. Counsellors were also roped in to soften the blow and professional services firms were hired to make the career transition of the terminated […]

Since the mid-80s, academics have been carrying out regular skills surveys, asking detailed questions of thousands of employees. In 1986…72% of professionals felt they had a great deal of independence in doing their jobs. By 2006, that had plummeted to just 38%. Which is shocking but also makes sense: if you’re a teacher you now […]

We are becoming a country of queues. Wherever you look, and wherever you go, people are standing in queues. Increasingly long queues. What is a queue? A place where a long-suffering user or customer gets increasingly annoyed with your organization and your brand. Given how widespread this problem is, it always amazes me how little […]

“As a simple example of fluff in strategy work, here is a quote from a major retail bank’s internal strategy memoranda:”Our fundamental strategy is one of customer-centric intermediation.” The Sunday word “intermediation” means that company accepts deposits and then lends them to others. In other words, it is a bank. The buzz phrase “customer-centric” could […]

“Employee loyalty is dropping around the world, according to new global analysis of Mercer’s What’s Working™ survey. The research, conducted among nearly 30,000 employees in 17 geographic markets between the fourth quarter of 2010 and the second quarter of 2011, shows that the percentage of workers seriously considering leaving their organization has risen since the […]

Microblogger @oshinity3 tweeted an arresting thought recently. To paraphrase, she asked people whether they still stated on their curricula vitae the fact that they were skilled in MS Word/Excel/PowerPoint, etc. Most people do. Why, asked @oshinity3, does this still matter? What she’s pointing out is that people have an ingrained tendency to freeze into one […]

I was fortunate enough to sit atop the Singapore Flyer recently – the world’s biggest observation wheel. At its apex, the Flyer is as high as a 42-storey building, and offers unparalleled views of the famous Singapore skyline, its busy port – even of neighbouring Indonesia, across the water. Being a Peculiar Kenyan, however, I […]

“(Research in Motion) is run by a ‘good ole’ boy’ network from Southern Ontario. Though I actually believe there can be advantages in this close-knit, trust-based social ecosystem, it is unacceptable in this day and age that a global brand should have the vast majority of its citizens derived from a section of a small […]

Corporate executives must really hate their work. I only say this because they seem to need a different language to describe what they do, liven up their meetings, dress up their mundane lives in metaphor. How else do you explain the modern disease known as corporate jargon? A recent Forbes magazine article defined jargon as […]

Every once in a while, this column looks for ordinary people who exemplify the attitudes that Kenya needs. This week again, it has found one to name. Clement Githinji is a restaurant manager who runs one of Nairobi’s finer eating establishments. My wife and I are often there, and recently had an interesting encounter. After […]

“A great brand deserves a great logo and great graphic design and visuals. It can make the difference when the customer is choosing between two great brands. But these alone cannot make your brand great. Ultimately, brand is about caring about your business at every level and in every detail, from the big things like […]