INTRODUCTION Most organizations receive and send documents in order to communicate with their internal and external customers. In this context, documents can be any and all pieces of formal information sent through any media. It can be traditional paper, email, SMS messages, or an XML file. All these types of documents are created within a…
BACKGROUND After having worked with cultural change initiatives for nearly 40 years, there is one rule I can state with certainty. The level of cultural change attained will be directly proportional to the level of management commitment applied. With a serious commitment from the top management, success is possible; without this commitment, failure is guaranteed. The conversion…
The New Nomadism Apr 10th 2008, From The Economist print edition At the Nomad Café in Oakland, California, Tia Katrina Canlas, a law student at the nearby university in Berkeley, places her double Americano next to her mobile phone and iPod, opens her MacBook laptop computer and logs on to the café’s wireless internet connection to study for her…
How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…
The world is littered with examples where once promising opportunities became a source of ongoing disappointment and loss. Key projects, partnerships, mergers, new technology and programs – we launch these things with fanfare and an enthusiastic press release, only to suffer as a helpless spectator as conflict erupts, innovation fizzles and profits disappear. What once seemed…
One of my colleagues wonders why I don’t eat – I often go until late in the afternoon until I take my first bite of the day. My simple response is that I don’t like to eat. I don’t enjoy eating for nourishment. But I do enjoy dining and the entire dining experience. I refuse…
