Imagine a small business, let’s call it ‘Pete’s Perfect Plumbing’. It has several regular customers, and a handful of bright, enthusiastic staff. Sounds good so far. But, interestingly, this business has no agreed processes. On one day, a customer will call up Mandy (who answers the phones) with a plumbing issue and they’ll receive one […]
“Competence, like truth, beauty, and contact lenses, is in the eye of the beholder.” So said Laurence J Peter, a high-profile Canadian educator, perhaps best known for his management theory, the ‘Peter Principle’, published in 1969. This theory proposes that candidates tend to be selected on how well they’re doing in their current role, rather […]
