Posted on Mar 26, 2009
A quick thought on value add after experiences this week. Twice I noticed employees of establishments working incredibly hard. Yet, they were providing very poor customer service. It wasn’t their fault. The company had apparently made the decision to cut costs by cutting the number of employees working the front lines — working with the customer.
continue reading...Posted on Mar 20, 2009
Honest, my original plan was to go further down this road — that value-add is table stakes and our focus on it may be self-defeating. Maybe even introduce Maslow’s Hierarchy of Auditing to illustrate the brilliant points I was prepared to make. (Yeah, and my best intentions are to have one or two posts a week, and look how that’s going.)
continue reading...Posted on Mar 1, 2009
You’ve all heard them, those urban legends from auditing. I figured it was time to start sharing. Now, I know the following story is true because I heard it from the former secretary of a chief audit executive.
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