Leadership: Getting Work Accomplished Through Others

Are you setting your team up for success? It takes more than hard work to become an effective leader. Planning, organization, and guidance are all important functions. Effective leaders also look to themselves when performance drops before looking to their team. So how can you ensure that you’re being an [...]

Voice of the Customer: There’s No Guesswork in Customer Satisfaction

Don’t ever assume: Especially when it comes to what your customers want. Business leaders will often make statements, create policies, and set expectations for their organization based on assumptions of what their customers want. Without data to support these claims, their statements, processes, and policies are pure guesswork based on [...]

Audit and Sustainability: How to Validate the Processes and Systems You’re Putting in Place

Taking performance to the next level—and sustaining those gains. It’s not uncommon for teams that have achieved a high level of performance to begin to lose gains over time. In fact, over 70 percent of organizational change projects fail to meet the projected long-term goals—it’s a reality that many companies [...]

How Communication Infrastructure Elevates Performance

When communication stops, performance atrophies. When communication is constant, performance improves. Every organization has a rhythm or cadence to their internal communication—even if it’s not ideal. What differentiates high performance organizations from the rest is their communication infrastructure. This infrastructure allows them to stay strategically aligned because it keeps everyone [...]

Permanently Resolve Your Organization’s Chronic Performance Issues

You know what the problem is…now it’s time to find a permanent solution. You’ve already defined and quantified the problem. You’ve performed a root cause analysis to identify its real cause and determined that further analysis will not yield any new insight. Now how do you fix the problem [...]

Root Cause Analysis: Finding the Cause of Performance Issues

Look beyond the obvious. In the same way that a Band-Aid merely covers up a wound but doesn’t heal it, treating just the symptoms of your company’s performance issues won’t make them go away. Problems occur in every business, regardless of size or industry, that impact the overall level of [...]