29Sep, 2025 Do You Have an Effective... How Do You Know? Many organizations operate with a Break-Fix model. https://thisvsthat.io/break-vs-fix Break and Fix are two different approaches to managing technology issues. Break-fix involves waiting for a problem to occur...
28Aug, 2025 Leveraging Lessons Learned During the... During the early days of the pandemic when nearly everything came to a screeching halt – except in healthcare – many of us experienced management remotely for the first time...
30Jul, 2025 Strategy in Times of Uncertainty Strategy has always been an important category in the Baldrige Excellence Framework, following close on the heels of Leadership. But how do the steps and components of strategic planning change...
28Jun, 2025 Engaging the Concrete Layer in... When I was involved in leading large-scale change in organizations, we often referred to middle managers as the “concrete layer” because the vision for change was set by the senior...
28May, 2025 Did You Hear What I... Truly Listen to Your Employees How much would you invest to get a return of increased productivity and improved employee engagement? Just making one change at no cost pays huge...
30Apr, 2025 A Culture of Continuous Improvement How Do You Instill a Culture of Continuous Improvement? When leaders tell me they have a culture of continuous improvement, I often ask them some simple questions: “What is your...
28Mar, 2025 How’s Your Teamwork? Is teamwork one of your organization's values? We see it in many of our clients’ organizations. But the real question is, is teamwork really valued and effective in your organization?...
24Feb, 2025 Practice Makes Perfect Practice Makes Perfect, Or Does It? Many of us heard that aphorism growing up. Many of us still hear it in our minds. But the great coach, Vince Lombardi said,...
28Jan, 2025 Customer Service Role Model Customer Service Role Models vs. Customer Service Fails A National Role Model We had the privilege of working with a national role model in customer service, Northeast Delta Dental (NEDD)....
2Jan, 2025 Do You Know Your ONE... Are you a list maker? I am. I have been for years. Early in my career, I “learned” that list making is an essential skill of effective managers. I just...
