Caitriona Hayes, general manager of human resources for iiNet, is no stranger to the challenges of complexity and competition

3 keys to iiNet’s culture of customer success

A strong focus on net promoter scores (NPS) has been foundational to iiNet’s ongoing success, according to its head of HR, who said its customer service has played a key role in differentiating it from the competition and attracting and retaining customers. “When you look at us versus our competitors, […]

There are a number of benefits to organisations who embrace diversity in the workplace

What’s the one key to diversity success?

Organisations which are genuinely benefiting from diversity have at least one thing in common: they have recognised the unconscious bias that can lead to the recruitment, retention and promotion of a particular group, according to the Australian Human Rights Commission. “We know that some industries are better than others and […]

Working with several corporations has revealed that inside-out and outside-in approaches are important, but the sequencing and connecting of them is the secret key that unlocks true transformation.

The key to organisational change

The traditional “inside-out” and “outside-in” approaches to organisational change are still relevant, but connecting them is the key that unlocks true transformation, writes Dave Hanna “Organisational transformation” is the latest term for moving an organisation to better results. Though the term may be new, the dynamics of making change happen […]