Do, Doc, Done captures a way of working that is popular among support engineers and...
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Engineers Add More Value with a Balanced Problem Solving Approach
A multi-million dollar chip production line is halted, but it's not clear where the problem is...
Helping Engineers Maximise the Positive Impact of their Expertise
It's well known that many professionals have difficulty communicating with people outside their...
Helping Customers Navigate
This month’s mobile bill was approximately €A_FORTUNE higher than expected, so I went to the “Help” pages on the web and tried to fix my plan. I followed links all over the place but eventually gave up, feeling powerless and in the dark. I wanted to understand my...
An Unhelpful and False Image of Work Pressure
When setting up a Technical Sales Support training course, I ask the sales people and engineers that I’m working with about their biggest challenges. What would you think? The incredible complexity of multi-billion transistor chip? Software code written in 8 different...
I Need Performance; I Get CRUD
Cynicism, Resistance, Uncertainty and Doubt (CRUD) are inevitable reactions to Learning Programmes set up to deal with performance challenges. Working out ways to avoid the CRUD is therefore essential to the success of such programmes, which are themselves critical to...
