Blog Archives

Solving the Hardest Job in Service Desk Management – Part III

This is the final part of a three part series dealing with one of the hardest jobs in Service Desk Management. In Part I we looked at how we worked out the number of agents we needed to handle a

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Employee Scheduling – Vacation Wars

Some years ago a colleague – a very conscientious hardworking staff member – was boldly declaring she enjoyed 50 leave days a year! Naturally as everyone else only had 25 days leave a year we wanted to know what was

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Whitepaper About Neglected Management Skills in the Workplace

A time when team leaders and line supervisors were being unwittingly transformed from people managers into process managers, while management teams continued to be wooed and seduced by HR fads and fashion surrounding talent management and 360-deg performance driven reward and retention programs.

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When it come to Workforce Scheduling flexibility should not mean confusion.

I often get asked the question what is it about scheduling that makes it so hard. I always answer Workflow! That more than anything is what defines good staff scheduling from bad. One problem is the format and publishing of schedules

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Night shift a causal link to significant risk factors.

Research has established a causal link among night shift workers and the incidence of metabolic syndrome. Metabolic syndrome is a condition that presents a significant risk condition for high blood pressure and heart disorders among others. The research published by the

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When you think of work schedules think patterns not words.

I have been saying for some time that it not the hours you put-in and more about when and what you put into those hours that makes the difference. Industry commentators, media and politicians have exhorted flexible working and how beneficial

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Responsibility, Engagement, Maximizing, Outcomes, and Endgames – just doesn’t cut it anymore!

Things have got a little tight in the corporate pensions space. A recent call and exhortation went out for employers to be more responsible about helping employees understand and value what provision is available to them in the workplace. Paul

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