Customer Experience Mapping — Part I
Do you have an intimate understanding of your customers’ experiences when purchasing and then using your services and products? Given that mapping organizational workflows prove to reduce operational errors and increase return on investment, it follows that mapping your customers’…
4 Rooms of Change — Where do you most like to live?
If we wish to find out what works, we must start with our own values and personal situation. Marvin Weisbord Change is all about learning new ways to feel, think and act. I am always seeking simple analogies that…
Cultural Change — Possible In Our Lifetime?
In the words of Malcolm Gladwell, “cultural legacies cast a long historical shadow.” They persist, generation after generation, virtually intact, even as the economic and social and demographic conditions that spawned them have vanished. Outliers: The Story of Success, 2008 In many…
From Manipulation to Adaptation — a Shifting Paradigm
From the macrocosm of our planet through to the microcosm of our physical bodies, we are experiencing a radical paradigm shift. A paradigm is a thought model or worldview shared by individuals or societies that influences how they think, feel…
Organization Design — Say What???
For the purposes of improvement and/or innovation, organizations redesign their strategies, structures, systems and processes. Over the past 25 years of collaborating with organizations to accomplish their redesign efforts, I witnessed their significant performance improvements. However, only recently (see timeframe…
Adaptive Leadership
I can safely say I spent the past 30 years of my consulting career working to disrupt the traditional leadership practices of command and control. The main reason was not to suit my rebellious nature (which it did) but rather…
STS Collaboration Platform — An Emerging Social Ethos
When we picture a collaboration platform, our mind typically moves to such technology software housed on our computers as enterprise and customer/sales resource planning systems — ERPs or CRMs, SharePoint, Google Apps, GoToMeeting, etc. Many organizations implement these software tools…
Collaborative Organization Design — The Anishinaabe Way
Last week I spent two days designing with a First Nations council that represents 28 communities spread across 55,000 square miles. These grassroots representatives came together purposefully to agree on the strategies as well as design the structure, systems and processes…
Leadership’s Shifting Paradigm
No matter what our occupation or where we reside, how we currently live and work is being redefined by global trends such as: • information and communication technological advances • demographic changes in a highly educated workforce • economic shifts…
Self-Mastery — Are You Leading Toward or Leaving Behind?
Leadership’s evolution, within our current experience of the Innovation Age, shifts emphasis from role to responsibility. Understanding leadership, in today’s complex uncertain world, requires us to dig deeper into our fundamental principles. What was once the foreground of a leader’s…
Feminine Leadership — We’ve Come a Long Way Baby!
If your actions create a legacy that inspires others to dream more, learn more, do more and become more, then, you are an excellent leader. Dolly Parton Leadership in the Innovation Age espouses that global leadership practices are stuck in…
