In his classic book, The Hero with a Thousand Faces, American mythologist and writer, Joseph Campbell outlined common steps to the hero’s journey. These cut across cultures, times, and every society’s stories, fairy tales, novels, and movies. We’re all living in our own novel. We write a page each day of our own action adventure. […]Read post »
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Tagged with 'Continuous Improvement'
Erin (not her real name) is a rising high potential director now reporting to a new VP. He was hired from the outside with a mandate to revitalize their department. Erin is upset and struggling. The personal values and leadership approaches that made her so effective were seen as too soft and not results-focused enough […]Read post »
“I hate all this change. Why can’t things just stay the same?” Dirk shouted angrily at the TV news anchor. He threw a pillow at the TV screen and clicked it off with a snort. Suddenly a hissing noise arose from the corner of the room and green, shimmering mist filled the air. Dirk stood […]Read post »
Decades ago, in a Harvard Business Review article, “How I Learned to Let My Workers Lead,” the founder and CEO of a food company made this connection between learning and agility, “Learning is change, and I keep learning and relearning that change is and needs to be continuous… change is the real job of every […]Read post »
The evening before a speaking engagement in Vancouver, I was in a hotel room on the 37th floor overlooking Stanley Park, English Bay, and The Lion’s Gate Bridge. After a pleasant dinner with a friend, I returned to my room. The sun was setting on a beautiful, warm spring evening. Wanting to enjoy the view, […]Read post »
There’s an old story about a man walking into a drugstore to use the pay phone: “Hello, ABC Company, sometime ago you had an opening for an operations manager. Is the position still available?” After a slight pause, he continued: “Oh, you have. Six months ago, huh? How’s he working out?” A somewhat longer pause. […]Read post »
Many attempts to improve customer service are variations of “the operation was a success but the patient died.” Customer service improvements and measurements often focus on a narrow set of customer interactions or a few steps in the service process. What’s missing is understanding and improving the customer’s entire experience. “The Truth About Customer Experience” […]Read post »
Author and futurist Alvin Toffler’s powerful phrase “hinge of history” is an apt descriptor for our times. Our highly integrated global village is going through huge and massive shifts. We’re now in the midst of a major pivot point. The “Shift Happens“video (my last post) vividly illustrates these dramatic and accelerating changes. History teaches that […]Read post »