Change or Die

Perhaps it is human nature, but we tend to eschew change either in our personal habits or in business settings until we are faced with mortality. In organizations, most significant change occurs during times of crisis when the threat of extinction sufficiently motivates individuals and groups to consider changing long-standing ways of doing things. The crisis brings into stark focus the fact that it is easier and less costly to accept or embrace change than it is to suddenly become extinct. Unfortunately, by the time this clarity is achieved at the top leadership levels, it is often too late.

By |2016-10-22T17:12:19-05:00November 10th, 2008|Leadership, Leading Change|0 Comments

Does Your City Government Treat You Like a Customer?

This is my pre-election post on government, and I promise to stay focused on performance and not politics. There’s enough hot air being expended by the candidates and pundits and I don’t need to add to the global warming. However, it does seem like a good time for all of us to evaluate the return we are getting from government and frankly, ask for more. And by more, I don’t mean more money or even more government. I mean quality, performance, results, and yes, even a bit of good old-fashioned customer treatment.

By |2016-10-22T17:12:19-05:00October 31st, 2008|Uncategorized|0 Comments

Do Your Employees Truly Believe That They Can Make A Difference?

The survey of Fortune 500 employees offered an interesting insight into what your employees might really be thinking while you as a leader are delivering yet again, another of your famous “take risks, innovate, create and you are empowered” pep talks. The survey results said that 79% of respondents understood that they were accountable for “taking initiative and bringing about change,”40% of the respondents indicated: “they do not believe that they can make a personal contribution.”

By |2016-10-22T17:12:21-05:00August 12th, 2008|Leadership, Leading Change, Strategy|1 Comment

Lousy Customer Service Starts with Sloppy Leadership

While I am fascinated (morbidly so) at the number of people that make their living through customer contact that don’t understand how to contact customers, I am mortified at the sloppy leadership practices and sloppy leaders that allow poor customer service to rule the day. My armchair diagnosis is that these leaders suffer from an unhealthy mix of arrogance, apathy and ignorance. They either don’t give a damn or don’t know. Both are inexcusable.

By |2008-08-10T09:41:45-05:00August 10th, 2008|Leadership|2 Comments

When Projects Go Horribly Wrong: A Great Example

The folks that designed Denver International Airport's infamous baggage handling system can breathe a bit easier now. While the much publicized start-up disasters at Denver have faded into the past, apparently the lessons learned did not transfer across the pond to the teams responsible for the new Terminal 5 at London's Heathrow Airport.

By |2016-10-22T17:12:26-05:00April 20th, 2008|Project Management|2 Comments
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