First in a four part series on The Three Rings of Perceived Value. Customer service and continuous quality improvement have always been important. As organizations struggle to grow revenues and reduce costs in our challenging economic times, service/quality is becoming even more critical. It’s where organizations thrive, survive, or nosedive. The June 30 blog post, […]
Read post »A key element of my work last month with Qantas Airways in Australia involved linking customer focus, employee engagement, and process management. This month I was engaged by a national insurance company to help their executive team understand their role in implementing Lean/Six Sigma. My experience with Lean/Six Sigma began in the late eighties with […]
Read post »Chris recently sent me this e-mail putting his finger on a vital coaching and developing skill: “In your March newsletter, you reference your leadership wheel and I enjoyed reading the results of your findings as put into that model. I am currently working with a person who is in a leadership role and while he […]
Read post »I often poll my audiences to see how many work in or lead an organization that has published a statement of values. Usually about ¾ of the group raises their hands. I then ask a rhetorical question (not asking for hands to be raised) about whether those values have a “high snicker factor” throughout the […]
Read post »During the next few weeks signs of Spring such as March/Spring Breaks are breaking out in school districts across many areas of North America. There are also promising signs of global economic recovery – “green shots” – breaking out and starting to grow. But indicators point toward a long and challenging recovery. A key issue […]
Read post »Harvard Business Review published a special July/August issue on “Managing in the New World.” One of the many excellent articles in this expanded issue is entitled “Leadership in a (Permanent) Crisis.” The authors state “when the economy recovers, things won’t return to normal – and a different mode of leadership will be required.” They go […]
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