A sign in a diner read, “Customers who feel our servers are rude should see the manager.” How true. Servers often reflect the level of service they are getting from their leaders. Rude or insensitive managers create that culture. As a customer, I’d rather not find out just how rude the manager is! Many organizations […]Read post »
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Tagged with 'quality improvement'
Where’s summer gone already? July and August seem to move at a much higher speed than the rest of the year. I hope you’ve had some downtime to rest and recharge before heading into a busy fall. As I wrote in “Does Your Leadership Team Need Strategic Focus?“, fall is a popular time for leadership […]Read post »
Most progressive organizations today are using leadership competency models to outline the key skills and behaviors they want to see in their supervisors, managers, and executives. Leadership competency models can provide a structured framework for defining and developing those behaviors that have the biggest impact on an organization’s performance. Used effectively, they become a roadmap […]Read post »
As I fine tuned my Leadership and Culture Development for Higher Health and Safety webcast presentation, I’ve been reflecting on the lessons learned from the quality movement and the widespread failure to apply those to workplace safety. Starting in the late eighties and eventually morphing into Lean/Six Sigma, the quality movement completely revolutionized management thinking […]Read post »
Recent Client work with culture change, service/quality improvement, safety, and leadership development has led to discussions of values, intentions, and drivers of behavior change. Do you see people as “human assets” to be “motivated” toward your goals? Do you strive for a win/win alignment of helping people get what they want from work while the […]Read post »
We are working with four executive teams this fall who are looking to implement major new initiatives aimed at dramatically shifting their organizational culture and performance. One is a large international retailer completely revamping their entire supply chain process. Another is a major global mining company determined to dramatically boost their safety performance. A mid-sized […]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 […]Read post »
Ah, the agony and ecstasy of writing a book! You’d think with finishing up my seventh one, Growing @ the Speed of Change: Your Inspir-actional How-To Guide For Leading Yourself and Others through Constant Change, I’d be used to it by now – and know better. Last month I announced that we’d launch Growing @ […]Read post »