Operational Excellence in hard times – a distraction or an imperative? The crash in the economy is requiring everyone to re-evaluate their position and make decisions on what they need to do differently. For many, it will require a fundamental re-thinking of how to go about business; the challenge is to plan and ride out the…
I grew-up in Binghamton, New York – actually a “suburb” of Binghamton, New Yorkcalled West Corners.West Corners was a nice little community and, as a child, seemed more akin to “Green Acres” and “The Waltons” than the nearby birthplace of such industrial stalwarts as Endicott-Johnson Shoes (remember “Father and Son Shoes”?), Link Simulation (the founding father of modern simulation) and that…
I have refrained from discussing Healthcare in my articles because the topic is so politically polarized. If I say that I am “for” healthcare reform, I am labeled a “socialist” (or worse) who is against free-markets – and if I say that I am against healthcare reform, then I am a heartless free-market capitalist. I wonder,…
What a difference a year makes… Looking back at my last year’s Holiday article called 2008 “The year of quicksand” I made several references to the rip-saw in the economy and the plummet of almost every known economic indicator. Some pundits were even speaking of an “economic Armageddon”. Everything is still not back to the “before” –…
BACKGROUND After having worked with cultural change initiatives for nearly 40 years, there is one rule I can state with certainty. The level of cultural change attained will be directly proportional to the level of management commitment applied. With a serious commitment from the top management, success is possible; without this commitment, failure is guaranteed. The conversion…
How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…
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