The Service Inventory: A Tool for Touch-Point Analysis
How does a company define and plan the critical touch-points that make up the overall customer experience? The Service Inventory, pioneered by Framework Consulting, is a critical tool for crafting these moments into standards that can be used to create a unique customer-branded experience. (This paper was presented to the Jamaica Customer Service Association Conference of 2005.)
The Accountability Challenge
The legacy of plantation slavery has left Caribbean executives frustrated at the lack of responsibility that employees are willing to assume. The result is managers who are overworked, employees who are dis-empowered and organizations that are overly hierarchical. This paper discusses strategies of overcoming these ingrained ways of thinking which are obstacles to the growth of all corporations in the region.
Why Aren’t They Working on My Strategy?
Executives are perplexed when the strategies they develop aren’t used. Days are spent working to create a new vision for the company, but day-to-day work intrudes in a way that prevents any meaningful progress from year to year. The frustration that results can be overcome by using the newest available tools that allow new ways for the strategy to be shared with employees at all levels. (Includes other articles on this topic.)
Why Workers Won’t Work
This paper summarises the book Why Workers Won’t Work: The worker in a developing economy. A case study of Jamaica by Kenneth L. Carter. It’s a seminal work and acts as a powerful guide to both new and experienced managers.
Developing Executive Skills Using the Lights!Camera!Action! Method
This is a special report on how any company can use Framework Consulting’s techniques of Lights!Camera!Action! to train time-pressed executives in interpersonal skills in a matter of hours.
The Trinidadian Executive in Jamaica
What do Trinidadian executives confront as they come to lead Jamaican companies? What are the biggest obstacles they face? Where do they get in trouble? What surprises them the most? In a report from our breakthrough 2006 study, we attempt to answer these and other related questions based on interviews with over 30 executives. While we looked specifically at Trinidadian executives, the lessons learned here apply to any executive moving to lead a company in Jamaica.
Filling the Gap: Caribbean Acquisition Project Phase 1 Report 2.0
This is the first report emanating from the Caribbean Acquisition Project of 2001–2002, conducted by Framework Consulting. It describes the results derived from an empirical study of select Jamaican companies acquired by Trinidadian and Barbadian companies in 2001–2002. The findings outline the cultural differences and how the human resources function was underused, although the most significant barriers found were cultural and organisational in nature.
The One Page Digest is our bi-weekly list of useful links for regional managers and executives. It is short, snappy and intended to be a quick read.