A continual improvement maturity model♠ Over the past year, I have worked with several organizations wishing to start the continual improvement of their services and how they manage them. Continual improvement can be a profound cultural change for an organization. Many teams find it difficult to appropriate and internalize the principles of continual improvement. And […]
leadership
Leaders, managers and bosses
Everyone is talking about leadership Leadership is a popular theme for pundits these days. Many of them repeat the quote from (at the time) ex-U.S. president Theodore Roosevelt: People ask the difference between a leader and a boss … The leader works in the open, and the boss in covert. The leader leads, and the […]
Psychology and Service Management
Skeptical about Psychology I was invited to deliver a presentation last year and received as a token of appreciation a book, Daniel Kahneman’s Thinking, Fast and Slow. If you are like me, you have been skeptical about what benefits social sciences, such as psychology, can bring to other activities. This book completely reversed my appreciation […]