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Performance Evaluation Design

23 November, 2012 Posted by John G. Self
A best-in-industry performance/employee evaluation begins and ends with a compelling governance-leadership commitment that human capital is an organization’s most important asset—the big differentiator, especially in the service industry.  Without this, the program is just more expense that will fail to deliver value. The other elements of the evaluation plan—the muscular structure—should include: Thoughtful Read more»

Performance Is Critical Factor In Brand Management

5 June, 2012 Posted by John G. Self
Consistently delivering excellent results against the business plan is an essential pillar for effective career management. There will always be top performers, good performers, and then a group I prefer to call the marginals.  This is one of the immutable truths of business.  No amount of re-engineering of performance reviews, restructuring of educational curriculum and […] Read more»

Who Says Hotels Deliver Better Service Than Hospitals?

27 November, 2008 Posted by John G. Self
Tyler, Texas [November 27, 2008] – Hospitals get a bad rap for poor service and embarrassing cost shifting. We are ridiculed – deservedly, more often than not – for not being able to deliver quality service in the manner of luxury hotels. In addition, if that is not enough, we hear the inevitable stories about the $25 aspirin or the arrogance of some employees who believe that they are the reason patients are t Read more»