Blogs & News

Frontline Matters

What felt like my first real corporate job was at a major UK telecommunications company. Battered by bad publicity for both poor customer service and excessive profits, and with a lot to fix, they had hired a high-powered consulting firm to sort out their billing processes. The consultants left behind them many manuals, an immense invoice, and an even bigger [...]


Is Your Program a Watermelon?

Can you help? I have a program I’m worried about.’ We’ve had to close this project down.’ ‘We need to get this project back on track’. ‘Since go-live we have had problem after problem. The business is in meltdown. Customers are screaming.’ ‘Can we talk about what went wrong and what to do differently in future? We’ve had numerous conversations [...]


#FAIL or #SUCCEED it’s a choice

On August 9th, 2016, the first online Australian census went live – collecting data from close to10 million households and 24 million people. A nationwide radio and TV campaign encouraged everyone online that night. Penalties applied for those who did not complete by the final date. By 7:30 pm, the site shut down. It took 40 hours to recover. Front-page [...]