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A Rave Against Miserable Customer Service, Lousy Leaders and Protectionist Policies

by Art Petty | Jan 14, 2009 | Leadership

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.” While the term “Detroititis” is not yet in common use, it isn’t hard to...

Does Your Dashboard of Performance Measurements Include a Warning Light?

by Art Petty | Nov 7, 2008 | Leadership, Leading Change

Count me as one of the last idealists.  Or perhaps the last of the naïve idealists.  In a world filled with Quality Management Systems and Performance Measurement techniques backed by legions of people trained to implement and sustain quality performance, it seems...

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