Service design and front-line ideation are two sides of the same coin, as the interaction between service consumption and the delivery of service typically occurs at the interface. Continue reading
It’s universally accepted that most of our lives are run by the subconscious mind, in other words we typically react to the stimuli around us without thinking. I hope this isn’t a surprise. If the conscious mind is not focused on a particular activity it is being run by the subconscious, old patterns that just run…run your life, run the organization. Despite our desire to change, the subconscious mind is constantly sabotaging us without us knowing, because the subconscious is in charge. When I think of the power of the subconscious, I’m amazed that we are able to change at all. Continue reading
In 1995 Michael Treacy wrote the book ‘The Discipline of Market Leaders’ – The crux of the book is based on five years of research into Intel, Home Depot, Dell, Sony and others. These companies are no longer market leaders like they once were. Why? In the 1990’s successful companies took a leadership position within their industry by focusing on one of three primary ‘value disciplines’ – operational excellence, product leadership or customer intimacy. According to Treacy’s research, successful companies became champions in one of these disciplines while performing at an acceptable industry standard in the other two, but today the corporate ‘tectonic plates’ have shifted and not many organizations have stabilized. Continue reading
When I peruse through the results of staff engagement surveys, it’s hard not to succumb to a throb of despair. There are way too many people disengaged. What’s happened to the workforce? Perhaps it’s one of Darwin’s theories influencing me, no not his ‘survival of the fittest’ views, but rather his view that sympathy is the strongest instinct in human nature. In Darwin’s, ‘Descent of man’ he mentioned survival of the fittest twice and mentioned the word love 95 times. Continue reading
At work, every action we take or decision we make effectively supports strategy, whether it is the organizational direction or an individual’s personal agenda.
Dean and author, Roger Martin said, “When I ask business executives about their company’s strategy — or about an apparent lack thereof — they often respond that they can’t or won’t do strategy because their operating environment is changing so much. There isn’t enough certainty, they argue, to be able to do strategy effectively.” Continue reading
Is ‘Innovation’ simply an overused, catchall buzzword that suppliers have latched onto to effectively position themselves with prospective clients? Perhaps there is some truth here, but isn’t innovation essential for survival? Continue reading