Improving Customer Service
There are many books, articles and blog posts about improving Customer Service. For example, a Google search for "Improve Customer Service" results in
Jack's Notebook
Jack's Notebook, written by Gregg Fraley, is a business novel in the same vein as those by Patrick Lencioni and Eli Goldratt. This book uses a fictional
Firing Customers
Joel Spolsky of Joel on Software had an interesting post on his blog titled "Seven Steps to Remarkable Customer Service". The seven steps aren't anything
Shadow IT (aka Doing What IT Won’t/Can’t)
Shadow IT has been defined by George Spafford in his article titled The Dangers that Lurk Behind Shadow IT as: ...groups providing information technology
Webinar on Service-Oriented Project Management
Mindjet is hosting a webinar about Service-Oriented Project Management with Jerry Manas on March 7, 2007. More information is available at the Mindjet
A good definition of Strategy
This definition is from Rob Millard at the Adventure of Strategy Blog in a recent post. Successful strategy is not about a grand plan. Rather, it is an
Silence is deadly
Many other bloggers (Hal Macomber for one) have already discussed this report, but I wanted to say a quick word about it as well. The report, from the
David Maister on Professional Ethics
A great story over on David Maister's Passion, People and Principles blog titled A Case Study In professional Ethics. Its a great story about integrity,
Learning from Failure
The Slow Leadership blog has an interesting post about "Practicing Conscious Incompetence". What is Conscious Incompetence? In a nutshell, it is the act
Mike Schaffner: Strategic IT
Mike Schaffner over at the "Beyond Blinking Lights" blog has an interesting post titled "Let's Get Strategic!" that discusses the need for IT groups to
Seth Godin on Sheepwalking
You've no doubt heard the term "sheep" applied to people who follow others blindly. You know the the people who buy the new 'hot' music album. The people
To Listen; To Lead
Do you consider yourself a good leader? How about a good listener? According to Larry Spears, CEO of the Greenleaf Center, one of the top 10 skills that a
Interesting Blog: Rhett Laubach
Ran across an interesting blog written by Rhett Laubach titled "Personal Leadership Insight" has a lot of interesting ideas about leadership. One
The power of mind-mapping
In the past few weeks I've been reading about creative and critical thinking and the creative process. One of the things that many people recommend to
Authentic Leadership
The February 2007 edition of the Harvard Business Review (HBR) contains one of the best articles I've read in that journal in quite a while. The article,
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One idea per issue. No spam. Written by someone who's been doing this for three decades.