I was talking to a client this past week about my last blog posting and she asked, “So what’s the difference between a process map and a customer journey map?” A great question, indeed as they are really two sides of the same coin: Continue reading “The Difference Between a Process Map and a Customer Journey Map” »
The Six Sigma tool SIPOC (supplier, input, process, output, customer) is a powerful business tool in the process improvement toolbox. I have used it for over two decades to help organizations map their current processes – and to improve them. Continue reading “Six Sigma tool SIPOC Plus the Customer Experience” »
Back in the Frederick Taylor days around the turn of the 20th century, managers used a “hierarchical” approach to leading their employees. The work was fairly straightforward, information flowed down from the leader to each of the employees, and employees reported back up directly to the team leader. The “hierarchical” model was a simple, efficient and productive way of allocating and getting work done. The leader would tell employees what to do, employees did the work and reported the results back to the manager. Continue reading “What Kind of Team Leader Are You?” »
Have you ever witnessed a manager who failed to step up and address a one-time problem with a specific solution, but rather created a general “policy” to regulate all employee behavior? This is not only indirect and unclear communication, but it does not resolve the problem and upsets everyone affected.
This is an awesome activity for developing cooperation among team members and to gain problem-solving experience. It works best with groups of 4 to 8 people and requires 10 to 15 minutes. Continue reading “Team Building Activity: To Build a Bridge” »
Thanksgiving is my absolute best, all-time, favorite holiday! It’s not because of the turkey and all the trimmings (although I do like cooking a big turkey – and making turkey soup the day after), or the fact that the weather seems to change right about now (Believe it or not, the nights are MUCH cooler here in Scottsdale). Continue reading “Happy Thanksgiving!” »
I am sure many of you have been noticing that PEI is now catching up with the rest of the world and installing more traffic circles or “roundabouts.” I highly commend this move. These efficient, traffic movers have been used for over 50 years in other countries. Continue reading “Creating Roundabout Style Workflow” »
At the recent Chief Executive Network Fall Leadership Conference at the PGA National Resort in Palm Beach Gardens, Brent Adamson, principal executive advisor at CEB and co-author of The Challenger Sale and The Challenger Customer, shared his insights on the dynamics of large, complex purchases. Continue reading “Try this Process for High-Stakes Decision-Making” »
This past week at our Reinvent Atlantic Canada Leadership Conference in Fredericton, NB, Kristin and I had the pleasure of getting to know an interesting entrepreneur. He was the first attendee to arrive, sat up front, and was totally engaged throughout the event. Continue reading “The Huggable Entrepreneur: Professionalism in the Used Car Industry” »
Many years ago, I participated in a business coaching/mastermind group led by Rick Corbin. During one of our many sessions, he shared an insight on human behavior that has stuck with me all these years. I can’t remember exactly what he said, but here’s the gist of it: Continue reading “Understand Your Team: 4 Simple Things That Motivate Employee Behavior” »
Some entrepreneurs realize they want to own their own business at a very young age. Others discover their passion after working for someone else, but want more independence, and their hard work and loyalty to be properly rewarded. Continue reading “The Accidental Entrepreneur” »
We make decisions each and every day. Some are little, some are big and a few are life-changing. Regardless of the relative importance of the decision, I like to use this one simple question that I call “the light switch question.” Continue reading “The Light Switch to Making Great Decisions” »
Being an entrepreneur is not the glamorous life some people believe it is. Many people only see the end result of someone who has paid the price and made it. They are not aware of the stress, the risk, the uncertainty and the sacrifices that were made throughout the journey. Continue reading “The Making of an Entrepreneur” »
Years ago I asked a young relative what he wanted to do after he completed his education. His response was: “I want to own my own business”.
“That’s great,” I said. “But why?” Continue reading “The Entrepreneurial Mindset” »
I had the pleasure of being interviewed today for the podcast “Steal the Show” by Michael Port. What a great discussion about facilitation and panel moderation. At one point in the interview, Michael mentioned a technique that he encourages all his panelists to use: Rather than saying, “But” and expressing a different point of view, how about saying, “Yes, and….” Continue reading “Be Additive with a “Yes And…”” »