Technology and the Illusion of Saving Time

      IN THESE TOUGH economic times, everyone is looking for ways to be more efficient and cost-effective. Unfortunately, efficiency often comes at a cost, a cost that may destroy the essence of what you are trying to achieve. The greatest lesson in life is learning to do what you need to do, when you need to do it, whether you want to or not (
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      The 7 habits of highly effective people.
      ). I recently presented at a conference in Las Vegas where they had kiosks, similar to the ones that you find in the airport, where you could self-register for a room at the hotel. It was certainly efficient. After registering, I asked the one live registration clerk how this system was working. She said it saved money by eliminating a lot of front desk jobs, yet was impacting on good customer service, which eventually could impact on the number of customers coming to the hotel. Thus, an initial improvement in efficiency and cost savings could eventually prove destructive to business. Technology often offers the promise of improved efficiency and cost savings. However, without careful attention to the implementation, technology can actually have harmful long-term outcomes.
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      Dr. Michael Grossman, DM, MSN, RN, NEA-BC, CNML, has more than 35 years of nursing leadership experience and is a nursing consultant, academician, and career coach. As a professor in the graduate schools of nursing at the University of Phoenix and Walden University, he specializes in health care ethics, leadership development, career coaching, mentoring, team building, motivation, change, communications, and dealing with difficult people. For further information, go He can also be reached at 610-331-8470 [email protected]