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	<title>Management Excellence &#187; U.S. Auto Industry</title>
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	<link>http://artpetty.com</link>
	<description>Art Petty on Leadership, Management and Professional Development</description>
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	<copyright>copyright by Art Petty, 2011 </copyright>
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	<itunes:subtitle>Leadership Caffeine Podcast</itunes:subtitle>
	<itunes:summary>Host Art Petty interviews leaders, leadership authors, management thinkers and other professionals about creating high performance teams and organizations and developing effective leaders at all levels, during this weekly program. The goal is to share practical, powerful ideas to help listeners improve their performance and the performance of their teams and organizations.</itunes:summary>
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	<itunes:author>Art Petty</itunes:author>
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		<item>
		<title>A Rave Against Miserable Customer Service, Lousy Leaders and Protectionist Policies</title>
		<link>http://artpetty.com/2009/01/14/a-rave-against-miserable-customer-service-lousy-leaders-and-protectionist-policies/</link>
		<comments>http://artpetty.com/2009/01/14/a-rave-against-miserable-customer-service-lousy-leaders-and-protectionist-policies/#comments</comments>
		<pubDate>Wed, 14 Jan 2009 17:44:16 +0000</pubDate>
		<dc:creator>Art Petty</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Performance]]></category>
		<category><![CDATA[Surviving Lousy Leaders]]></category>
		<category><![CDATA[ayn rand]]></category>
		<category><![CDATA[Best Practices in Customer Service]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Customers Service Practices of non U.S. Air Carriers]]></category>
		<category><![CDATA[Gary Hamel]]></category>
		<category><![CDATA[JAL]]></category>
		<category><![CDATA[Lousy Leaders]]></category>
		<category><![CDATA[Poor Customer Service]]></category>
		<category><![CDATA[Protectionism]]></category>
		<category><![CDATA[Protectionist Policies in the Airline Industry]]></category>
		<category><![CDATA[Singapore Airlines]]></category>
		<category><![CDATA[tuned in]]></category>
		<category><![CDATA[U.S. Airlines]]></category>
		<category><![CDATA[U.S. Auto Industry]]></category>
		<category><![CDATA[voice of the customer]]></category>
		<category><![CDATA[Wall Street Journal]]></category>

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		<description><![CDATA[One of my favorite, provocative business thinkers, Gary Hamel, says what we’ve all been thinking about in his Wall Street Journal blog post, “Too Many Industries Suffering from Detroititis.”  Hamel appropriately skewers the U.S. Airlines as suffering from this malady of poor customer service and short-term thinking, all propped up by the government's artificial protectionist policies.  I offer a few of my own thoughts on the "delightful" experience of flying U.S. carriers and what you can do in your organization to avoid the dreaded new disease, "Detroititis."  <div class="addthis_toolbox addthis_default_style " addthis:url='http://artpetty.com/2009/01/14/a-rave-against-miserable-customer-service-lousy-leaders-and-protectionist-policies/' addthis:title='A Rave Against Miserable Customer Service, Lousy Leaders and Protectionist Policies ' ><a href="//addthis.com/bookmark.php?v=250&#38;username=xa-4d2b47597ad291fb" class="addthis_button_compact">Share</a><span class="addthis_separator">&#124;</span><a class="addthis_button_preferred_1"></a><a class="addthis_button_preferred_2"></a><a class="addthis_button_preferred_3"></a><a class="addthis_button_preferred_4"></a></div>]]></description>
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		<title>Does Your Dashboard of Performance Measurements Include a Warning Light?</title>
		<link>http://artpetty.com/2008/11/07/does-your-dashboard-of-performance-measurements-include-a-warning-light/</link>
		<comments>http://artpetty.com/2008/11/07/does-your-dashboard-of-performance-measurements-include-a-warning-light/#comments</comments>
		<pubDate>Fri, 07 Nov 2008 13:18:33 +0000</pubDate>
		<dc:creator>Art Petty</dc:creator>
				<category><![CDATA[Crisis Leadership]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Leading Change]]></category>
		<category><![CDATA[Surviving Lousy Leaders]]></category>
		<category><![CDATA[Balanced Scorecard]]></category>
		<category><![CDATA[Banking]]></category>
		<category><![CDATA[Boeing]]></category>
		<category><![CDATA[business failures]]></category>
		<category><![CDATA[Deming]]></category>
		<category><![CDATA[Financial Services]]></category>
		<category><![CDATA[leadership failure]]></category>
		<category><![CDATA[Motorla]]></category>
		<category><![CDATA[Performance Excellence]]></category>
		<category><![CDATA[quality management]]></category>
		<category><![CDATA[Risk Management]]></category>
		<category><![CDATA[senior leadership]]></category>
		<category><![CDATA[U.S. Auto Industry]]></category>
		<category><![CDATA[Voice of Customer]]></category>

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		<description><![CDATA[In discussions and lectures with the up and coming generation of leaders, there is widespread cynicism over the intentions and the capabilities of many of their firm’s senior leaders.  There is little faith expressed that their leaders understand their firm’s key drivers and little confidence that the leaders are taking actions and measuring performance based on anything other than preconceived notions of what they think is right.  Fewer organizations than you might think are doing anything to engender employee satisfaction…which is ironic given the mountains of data that indicate that employee satisfaction flows through to customer satisfaction and strong financial performance. This current generation of senior leaders is failing, and the very imbalanced scorecard is visible all around us
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