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 'W. Edwards Deming'
Is your meeting or team too often dominated by one vocal person who forcefully pushes his or her point of view as if they’re speaking on behalf of everyone else? Do you often suspect their position is not shared by most others but find he or she has hijacked the discussion? Do you have people […]Read post »
To deal with all the tumultuous change swirling around us today many executives rearrange their organizational structure. This seems to be an especially favorite approach of a new executive taking over a division, department, or organization. It’s almost routine when there’s been a major organization financial failure or big public blunder. But as with all […]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 »
Fourth in a four part series on The Three Rings of Perceived Value. Years ago author and speaker on organizational excellence, Tom Peters, declared, “we can no longer afford to merely satisfy the customer. To win today, you have to delight and astound your customers — with products and services that far exceed their expectations.” […]Read post »