Organizational Development Articles

August, The Sexiest Month

by Katherine Heaviside, Epoch 5 Public Relations

If months were people, I’d say August is definitely the sexiest month. Sultry, indolent – August seductively purrs, “Come play. Skip that meeting. Cut out early on Friday. No one will notice.” As the days pass, August’s steamy breath more insistently whispers in your ear, “Time is running short. Party now — before serious September reminds you that the fun is over.”

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Training employees is not only a necessity for organizational growth, but it is also a major investment. What is the average cost for one employee to attend training, including their pay, benefits, loss of time from their job, trainer costs, student materials, and travel and expenses? If you think that is staggering, calculate the cost to have a manager attend training.

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The Disney Way!

by Joan Hebert, Hebert Performance Training

After interviewing the manager of course development at the Disney University back a few years ago, I have continued to be a diehard fan of the Disney parks, resorts and “guest” philosophy. Although I discuss many of their insights in my customer service and management programs, I wanted to share some of the key concepts that make Disney so great!

“In this volatile business of ours, we can ill afford to rest on our laurels, even to pause in retrospect. Times and conditions change so rapidly that we must keep our aim constantly focused on the future.”
– Walt Disney

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Most companies see the ultimate value in offering superior customer service, yet many fail to recognize the numerous organizational factors that impact their ability to provide exceptional service. To attain a truly customer-focused organization, a continual assessment of the culture and every process within the organization must be maintained. Following are a list of questions to answer regarding your organization’s ability to “wow” customers.

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