Close

Found 566 results for 'All'

In the topic 'Organization Improvement'


Click to view:
AllBlogArticlesWhitepapersCase StudiesVideosWebinarsBooks/CDs

Setting and Cascading Goals for Increased Effectiveness

High-performing organizations like Toyota have developed and evolved a very disciplined methodology that they call “Hoshin kanri.” It starts with high level or strategic imperatives and then cascades these through every part of the organization. Follow-through and follow-up is the key to moving this process from just another bolt-on planning program to a built-in management […]

Read post »

How Team Building Exercises Can Be Harmful

Here’s an e-mail I received from a regular web site visitor and subscriber to my monthly newsletter. My response follows: “I am an ardent reader of your articles. The latest improvement point article on Team Development is indeed good. The only point where I disagree is where you have brushed aside the adventure games as […]

Read post »

Fixing Performance Review Systems – Most are a Disaster

Most performance review systems are a disaster. They’re a perfect example of a great idea – getting team leader and team member together periodically to review what’s work and what’s not and make plans for continuous improvement – that has become a bureaucratic “fill in the forms” exercise. They are demotivating and degrading in most […]

Read post »

Navigating the Slippery Slope of Accountability

I am an administrator for a mid-sized professional services firm in a division of employees under the direction of a director. The director claims that his staff has been empowered to do their jobs. But nowhere in the discussion is there ever any mention of accountability (which I believe goes hand in hand with empowerment). […]

Read post »

Customer Focus is Finally Returning

When I wrote my second book, Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance in the early nineties, customer service and quality improvement was becoming a key focal point for both the public and private sectors. Movements like Total Quality Management, Continuous Quality Improvement, and related customer service initiatives were helping many […]

Read post »

Do You Have a Dysfunctional, Average, or High-Performing Culture?

Here’s a quickie quiz I put together for my new Breaking Through the Bull workshop. It draws on our Consulting and Training division’s growing experience with assessing and helping our Client’s shift their culture. It also frames many of the issues Pete Leonard (the fictional manager in my new book, Moose on the Table: A […]

Read post »

Health and Safety Program Versus Culture

Building on the highly customized Courageous Leadership for Health & Safety training program we designed for Barrick Gold (see July 2006, December 2006, and December 2007 issues – The CLEMMER Group’s training and consulting division has been rapidly expanding our offerings and expertise in this area. As word of the dramatic results of Barrick’s program […]

Read post »

Powerful Proof That Leaders Are Made, Not Born

For over thirty years I’ve believed to the core of my being that high performers are made, not born. Otherwise I would have given up long ago! When I was a sales trainer with Culligan Water Conditioning back in the seventies I wrote a fictitious (and facetious) series of birth and death announcements making fun […]

Read post »

Keys to Effective Reward and Recognition

A reader from Australia e-mailed me: “to seek your professional opinion on the current situation I am facing as the Reward & Recognition strategy leader for a large organisation and its customer contact call centres. My question to you is, is it best to slowly eliminate ineffective parts of an R & R program or […]

Read post »

What Lies Ahead?

Around the start of many New Years, I am often asked to write articles or columns predicting the year ahead. What a useless exercise that is! I have no idea what lies ahead of us. Researchers, such as William Sherden in his outstanding book, The Fortune Sellers: The Big Business of Buying and Selling Predictions, […]

Read post »

Powerful Proof That Leaders Are Made, Not Born

For over thirty years I’ve believed to the core of my being that high performers are made, not born. Otherwise I would have given up long ago! When I was a sales trainer with Culligan Water Conditioning back in the seventies I wrote a fictitious (and facetious) series of birth and death announcements making fun […]

Read post »

Tips, Tools, and Techniques for…Leading a Customer-Centered Organization

Here are a few of the hundreds of “leadership action menu ideas” from my Leading a Customer-Centered Organization workshop resource workbook: Train frontline service staff in how to systematically identify root causes of service/quality problems and involve them in a continuous improvement process. Provide a process for frontline service staff to track and systematically analyze […]

Read post »

Teaching Managers How to Have Effective Performance Review Discussions

Last month I ran a short question and my short response to a reader looking for a “’best practice’ in the area of teaching managers how to have effective performance review conversations….not just with poor performers but with all employees.” You can read this item here. After reading this exchange on my blog, a (clearly […]

Read post »

Customer-Focused IT

IT professionals who are very technically strong – even nerdy – but weak in “people skills” have become a stereotyped joke in many organizations. But with the increasingly critical role IT plays in organizational success, fewer people are laughing. Last month I wrote about how I have used the burgeoning research on Emotional Intelligence in […]

Read post »

How Customer-Centered is Your Organization?

Is your organization’s customer service lower than you’d like it to be? Does your customer service training create some short-term change, but then after the training, behaviors revert back to the way things were before? Do members of your team agree conceptually that you exist to serve your customer, but then make decisions that are […]

Read post »

Tips, Tools, and Techniques for…Building a High Performance Culture

Uncover and tap into deeper meaning and values already in the culture. Tell stories that honor the past and highlight the rich heritage of your organization. Link recognition, appreciation, or celebration to these. Lead change with examples of how the organization has gone through tough times or major changes like these before. Appeal to a […]

Read post »

Building a High Performance Culture

Southwest Airlines founder Herb Kelleher said, “It’s the intangibles that are the hardest things for a competitor to imitate. You can get an airplane. You can get ticket-counter space; you can get baggage conveyors. But it is our esprit des corps – the culture, the spirit – that is truly our most valuable competitive asset.” […]

Read post »

Quick Q & A on Teaching Managers How to Have Effective Performance Review Discussions

Jim, I enjoy reading your newsletter. I’m looking for a “best practice” in the area of teaching managers how to have effective performance review conversations. I don’t want this to be limited to just conversations with poor performers, but with all employees. Any ideas? Thanks, Bob Hi Bob, You’re asking a very broad question. The […]

Read post »

Process Mapping Stops “The Blame Game”

The downside of today’s focus on accountability and performance management is a fragmented view of how work flows across every organization. As a result departmental silos are reinforced and way too much finger pointing occurs. This leads to a culture of “if it’s not our fault, it must be yours.” I love to get examples […]

Read post »

Why Change Processes Fail

A new consulting Client is struggling with organizational change in an industry that is experiencing rapid change. The pressures on this company to reduce costs while improving customer service is some of the most ruthless we’ve seen. We’re helping them completely overhaul their systems and processes as well as leadership practices and culture. Understandably, there’s […]

Read post »