A dissatisfied customer feels a business did not provide a product or service as expected. (1)

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Your customers are wired to remember negative experiences. For every poor unresolved experience, it takes 12 positive ones to make up for it. That’s why chasing customer satisfaction is a never-ending race. Instead of delighting your customers, your energy is better spent on removing the main causes of their dissatisfaction. (2)

How much does customer dissatisfaction impact your organization? Hint: it is much more than companies tend to realize. Researchers also found that for every 25 dissatisfied customers, between 200–500 additional people hear about…


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By definition, self-learning is the act of learning done by oneself, without a teacher or instructor. (1)

The future requires employees who can rapidly adapt to the changing times on their own. Every team in every organization needs learners who are self-directed in their quest for learning. (2)

Self-learning lets you gauge and improve your knowledge of practical applications. This makes it all about pure learning. Besides the knowledge factor, self-learning also helps develop your skill levels and enriches your experiences with practical applications.

Here are some reasons why you should consider self-learning: - Self-learning helps develop problem-solving skills. …


A customer need is the end result or purpose. It is the “why we are doing this. It is a high-level representation of the requirement needed.

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A requirement is defined as a condition or capability required by a stakeholder to solve a problem or achieve an objective. To understand the difference, let’s have an example.

I need to build a big house for my large family My requirements could be: - The house shall have 3 bedrooms (2 small bedrooms and 1 master bedroom) - The house shall have a backyard - The house shall be 3 levels - The…


Redundancy is the state or quality of being redundant or duplicated, and a risk management strategy needed to deal with business continuity.

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It may seem strange to consider resource redundancy, but it is one of the safest solutions to avoid work disruption.

Focusing on human resource redundancy, it is important to know that resource redundancy will allow more time for training and realizing everyone’s potential. If you don’t apply it sooner than later, you will face a workforce skills shortage. …


Lack of Management and Strategic Decisions

Strategic decisions are focused on the whole environment where the firm operates, all the resources, and the interface between the two. (1)

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Typically, strategic decisions are made by the top-level management and the strategists, whereas the managers make operational decisions at lower levels. Strategic decisions are related to the contribution to the organizational objectives and goals significantly. They determine the direction and destination of the organization. (2)

Strategic decision making aligns short-term objectives with long-term goals and a mission that defines your company’s big picture purpose. Shorter-term goals are expressed in quantifiable milestones that give you the capacity to measure…


Leadership is the art of motivating a group of people to act toward achieving a common goal.

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In some leadership styles, the leader inspires others to act while simultaneously directing how they act. They must be personable enough for others to follow their orders, and they must have the critical thinking skills to know the best way to use the resources at an organization’s disposal. (1)

History and experience suggest that leadership is essential to the success of a group or community as a whole and individuals' success within the group. (2)

Studies show that 80% of the organization's problems are people-related, so good leadership always benefits the organization as a whole. With good leadership, team members…


Here is your weekly dose of Human Management with some more food for thought to leverage your growth.

Since we believe the Management Bugs are common and typical, every description is created and adapted from articles, blog posts, and definitions from other sources and authors.

A MngtBug is a problem, cause, or impact in a human manager’s decision, which produces an incorrect or unexpected result. Every other week we share a little bit of our knowledge base on social media and our newsletter. This week’s MngtBug is…

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Details

By definition, risk management is a process that allows individual risk events and…


Knowledge management is creating, sharing, using, and managing the knowledge and information of an organization.

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A MngtFix is an actionable solution for a problem with pros and cons to be evaluated by a human manager. This time the Management Fix is Knowledge Management Implementation.

The main goal of knowledge management is to improve an organization’s efficiency, save knowledge within the company, enable organizational learning, and create a learning culture, where the sharing of knowledge is encouraged, and those who seek to learn to better themselves find it easy to do so.

Knowledge management is important because it boosts the efficiency of an organization’s decision-making ability. (2)

The boosts can be reflected in: - Lower costs…


Here is your weekly dose of Human Management with some more food for thought to leverage your growth.

Since we believe the Management Bugs are common and typical, every description is created and adapted from articles, blog posts, and definitions from other sources and authors.

A MngtBug is a problem, cause, or impact in a human manager’s decision, which produces an incorrect or unexpected result. Every other week we share a little bit of our knowledge base on social media and our newsletter. This week’s MngtBug is…

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Details

By definition, ongoing processes and projects represent the continuing and existing activities at…


Here is your weekly dose of Human Management with some more food for thought to leverage your growth.

Since we believe the Management Fixes are common and typical, every description is created and adapted from articles, blog posts, and definitions from other sources and authors.

A MngtFix is an actionable solution for a problem with pros and cons to be evaluated by a human manager.
This week’s MngtFix is…

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Details

By definition, the sales process is a set of repeatable steps that your sales team takes to convert prospects into customers. (1)

Sometimes it can be difficult to turn potential leads…

Eduardo Espinheira

Eduardo Espinheira is a Consultant, Facilitator, Manager, Public Speaker, Creator of the Management Bugs&Fixes and the Machiavellian PM Stories

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