Servant Leadership - A Better Org Chart

Servant Leadership: Breakthrough Ideas on Customer Service

The traditional org chart is all wrong. It puts the people that work directly with your customer at the lowest position on the pyramid. This makes the customer the least important person in the picture. Servant Leadership will flip that pyramid. What if your leaders saw their primary mission as support for those closest to the customer? What kind of difference would that have on customer loyalty and satisfaction?
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If I Told You a Fractal Solution, Could You Change the CEO’s Mind?

As the new year approaches, debates over the "value" of IT and business projects intensify; it's not holiday stress, but the excitement of the approaching New [fiscal] Year. Lately, I'm hearing more about the struggle to quantify business value, especially when selecting those few projects that will "make the cut". We will definitely iterate on our scoring framework, adding a cost / benefit template to facilitate more apples-to-apples comparisons between projects (yes, don't scoff  - it is possible - more…

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More On Executives (are Smarter than You Think; the 5 Biggest Misconceptions)

A recent post got a surprising amount of feedback - at least, different feedback than my other stuff. No flames, just folks agreeing with the ideas and wanting to engage in more direct conversation (phone calls, as opposed to blog comments or email - interesting ...) I've noted that people like to second-guess and/or heap scorn upon their executive management team, seeing them as disconnected, clueless, and capable of speed without forethought. However, my experience tells me these attitudes are…

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