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Tagged with 'Canada'

Global Organization Excellence Index: What’s the State of Your Culture?

Over the last few decades research on the key elements of top performing organizations has dramatically increased. When I wrote Firing on all Cylinders, organization effectiveness frameworks focused on service and quality improvement and were just being developed in Canada, the U.S., Japan, Europe and other countries. The book’s “cylinders” framework draws from that research […]

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Deepening Community: Finding Joy Together in Chaotic Times

I’ve known Paul Born for many years and have deep respect for his work founding the Tamarack Institute for Community Engagement in 2001. Their community-based work has reduced poverty for 250,000 people in Canada and many other countries. When Paul gave me a copy of his latest book I expected it would center on his […]

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Thoughts That Make You Go Hmmm on … Change Champions

This week marked celebrations of the creation of two countries. Canada Day was July 1 and Americans celebrated Independence Day on July 4. Both countries broke away from British rule. Canada was formed by evolution and America by revolution. It’s a good time to look at a few thoughts on the role of change champions […]

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The Service/Quality Journey and Organization Development Crossroads

Summer here in the Northern Hemisphere means vacation travel for many of us. Heather and I just returned from a very enjoyable two week road trip through New York State, New England, and Pennsylvania. With record breaking heat and humidity during the “dog days” of July, we often put up the roof in our little […]

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New Consumer Survey Shows Customer Service Is Critical to Success

It’s a classic good news, bad news story. Consumers are willing to spend from 7 – 22% more for better customer service. But 60% believe organizations haven’t increased their focus on providing good customer service. That’s slipped from 55% in 2010. And 26% of this group feels organizations are paying less attention to service. The […]

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