Discretionary Effort is something I guess I have always been aware of but until recently not given it that name, I've always though of it as going the extra mile. We all know staff who will happily go the extra mile and also those who stick to their job description religiously. Why do these two types of staff exist and how to we build discretionary effort. The diagram below identifies very clearly how this might be done and how this could then lead to greater success.
I guess it would be easy to align these two types of staff on the graph below too. I know where i would like people to be.
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