2Dec, 2019 Accelerating Excellence With Thanksgiving coming so late this year, it feels like the holidays and year-end are rushing towards us. And now I want you to start thinking about the new year,...
1Nov, 2019 Don’t Believe Everything You’ve Heard There are at least five myths associated with an organization embarking on a performance excellence journey. They are: 1. Excellence models, such as the Baldrige Excellence Framework and related European...
30Sep, 2019 Cold Feet and the Performance... Losing traction? Sometimes senior leaders develop cold feet about remaining on their Performance Excellence journey. Despite protestations to the contrary, it soon becomes clear that it isn’t about the journey; it...
2Sep, 2019 Can You Sustain Your Improvements? Have you ever accomplished a critical objective, declared victory, and moved on only to have the same issue come back to haunt you? We’ve seen this happen in many organizations,...
31Jul, 2019 When Smart People Aren’t Good... What Keeps Really Smart People From Being Really Good Leaders Have you ever worked for a really smart person who wasn’t a very good leader? I have – several times...
4Jun, 2019 Customer Loyalty How do you build customer loyalty? I had my annual mammogram today. It’s not something I look forward to – a little uncomfortable, never seems like a good time for...
25May, 2019 A Journey or a Destination? How many times have we heard that the pursuit of excellence is a journey and not a destination? It’s practically a mantra in the Baldrige community. But do you ever...
2Apr, 2019 Are You Seeking Excellence? Seeking Excellence? What causes a senior leader to decide to embark on a journey to performance excellence? Perhaps even more interesting is understanding why some persist while others abandon the...
25Feb, 2019 What’s Your Survey ROI? How Effectively Are You Leveraging Your Satisfaction Surveys? Are you getting everything you could out of your customer and employee satisfaction surveys? How do you know? First, are you trying...
30Jan, 2019 The Importance of Frank, Two-Way... I’m always anxious to see the new revisions of the Baldrige Excellence Framework. Some of the changes seem rather insignificant at first glance, almost like wordsmithing. I remember when the...
