Management and Technical Problem Solving

10 months ago Hutch Morzaria 0
Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams, but at the same time, they are often called upon to be the escalation point when a problem inevitably goes sour. This is quite difficult as managing people often means giving up managing technology simply Read More

Leadership on the Front Line

10 years ago Hutch Morzaria 2
OK – its great to have friends at work.  In fact I think its a necessity – there are very few of us who would do this (or any) job for no pay and as such work is just that … its work.  If it was easy and always fun it would be called PLAY.  Read More

KPI’s and the Importance of Measurements

12 years ago Hutch Morzaria 2
There is a great quote that goes something like – “If you cannot measure it, you cannot manage it!”  … this is so true and especially so in the Technical Support, Customer Service, and Operations areas. There are great KPI’s (Key Performance Indicators) and not so great ones.  The key is choosing the right one Read More