What are some of the most lasting and useful things you have learned…things you find you can apply over and over through the years and they just keep working? It might be a concept, a technique, or a key piece of information. Look in the top drawer of your own professional tool kit and I’ll […]
I’ll admit, I’ve always been on the fence about Scenario Planning, but I have a hybrid approach that may help you sleep better at night. Let me explain. Scenario Planning – Yes! ..or Not Sold? Scenario Planning does have its fans, and also, some skeptics. Fans will maintain that if there is some major new […]
In recent months, more is being written about a few positive impacts of Covid19, one of which is how it served as a catalyst for innovation. Out of necessity, organizations had to find new and different ways to meet customer needs. These changes could be thought of as mini innovations, and now that things are […]
Major events such as Covid19 sometimes result in new customer needs. However, even in the absence of these events, some organizations look for ways to move beyond customer expectations and requests to what would truly delight customers. This effort to move up Kano’s Pyramid of customer needs is an ongoing pursuit, because what excited or […]
Do you have the right services? Coming out of a significant change event is a great time to reassess the various services you provide, especially if you find that your customer’s needs and interests have changed, as discussed in my previous blog. Even if you are part of a team that provides services to internal […]
Have your customer’s needs and preferences changed...for good? For many organizations, the effects of Covid19 on their customers would be hard to overstate. The scale, impact, and length of the pandemic places it in some rare company among historical crises. These kinds of events require tremendous human fortitude coupled with a lot of improvising on […]
A fundamental tenant of continuous quality improvement (CQI) methodology is the Shewhart or “PDCA” cycle developed by Walter Shewhart. The four consecutive phases in the model are: Plan: Recognize an opportunity and plan a change. Do: Test the change. Carry out a small-scale study. Check: Review the test, analyze the results, and identify what you’ve […]
For most organizations, summer is the best time to prepare for Strategic Planning. However, with everything going on these days, you might be wondering if that is still the case. Here are two good reasons, one traditional, one more unique to this year, that you should prepare now for great planning in the fall. 1. […]
Front Line Heroes: During unanticipated events such as the current Virus Outbreak, those working directly with customers face even more stress and challenging circumstances than usual. We are inspired by how they rise to the occasion with patience, creativity, and extraordinary efforts, earning our admiration and thanks. Their abilities to meet the challenge are often […]
Dealing with Change? Rethink Communication. When unanticipated events occur, good or bad, very little else seems as important as communication. Communication is vital to managing through these changes that happen to us, as we gather and disseminate information, create focus and organization out of chaos, align resources, and so much more. Communication is also vital […]