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Tag Archives: culture
Learning from Customers
Don’t make it hard for customers to be heard. Provide training and tools to employees to document customers voices. Train employees to learn as much as possible from customers. Value the time employees spend listening to customers and learning from … Continue reading
Posted in Customer focus, Management
Tagged critical thinking, culture, Customer focus, customer service, Data, feedback, learning
1 Comment
Design the Management System with an Appreciation of Confirmation Bias
To create strong organizations we must create management systems using an appreciation of psychology. We must understand that people have tendencies that must be addressed by designing a management system built to take advantage of the strength those people bring … Continue reading
Posted in Management, Psychology
Tagged critical thinking, culture, management, managing people, organization as a system, Psychology, respect for people, robust
1 Comment
Looking in the Mirror at Customer Focus
Most organizations say they are focused on meeting and exceeding customer needs. But, as a customer, this often isn’t what I experience. Delighting customers is critical to long term business success. Satisfied customers will remain your customers until they see … Continue reading
Posted in Customer focus, Innovation, Management, Systems thinking
Tagged culture, Customer focus, customer service, Innovation, Japan, management, strategy
1 Comment
The Importance of Critical Thinking and Challenging Assumptions
There are many factors that are important to effectively practice the management improvement ideas that I have discussed in this blog for over a decade. One of the most important is a culture that encourages critical thinking as well as … Continue reading
Improving Management with Tools and Knowledge
Too often today I hear people disparaging management tools/concepts (PDSA cycle, mistake proofing, flowcharts, design of experiments, gemba…). The frequently voiced notion is that tools are being applied and not helping improve management in the organization. But it seems to … Continue reading
Posted in Quality tools, Systems thinking
Tagged culture, interactions, management concepts, management system, management tool, Quality tools
1 Comment
Podcast: Building Organizational Capability
The Software Process and Measurement Cast 420 features an interview with me, by Thomas Cagley, on Building Organizational Capability (download podcast). John Hunter in the podcast: Changing how organizations are managed makes a huge difference in people’s lives, not all … Continue reading
Applying Toyota Kata to Agile Retrospectives
Hakan Forss, King (interactive entertainment games), presentation at the GOTO Copenhagen 2015 conference. I strongly recommend Mike Rother’s book: Toyota Kata. Description from Workshop description “The Toyota Kata Experience” Kata means pattern, routine, habits or way of doing things. Kata … Continue reading
Culture Change Requires That Leaders Change Their Behavior
This month The ASQ Influential Voices are reacting to Luciana Paulise’s post: Facing Cultural Barriers by Leaders to Strengthen a Culture of Quality [the broken link was removed]. As Luciana stated: leaders need to change their behavior first if they … Continue reading
Posted in Deming, Management
Tagged ASQ Influential Voices, change, culture, leadership, transformation
3 Comments
Change Management: Create a Culture Seeking Continual Improvement or Use Band-Aids?
Successfully shepherding change within an organization is often a challenge. Often change management strategies are mainly about how to cope with a toxic culture but exclude the option of fixing the toxic culture. Why not address the root causes instead … Continue reading
Posted in Deming, Lean thinking, Management, Psychology, Respect, Systems thinking
Tagged change, culture, curiouscat, leadership, managing people, organization as a system, Psychology, respect for people, root cause, trust
3 Comments
The Mission Statement Must Guide Action In Order To Matter
Does Mission Matter? [the broken link was removed] That is the question raised this month by Pat La Londe for the ASQ Influential Voices. I have discussed a similar topic in a previous post: Vision can be a Powerful Driver … Continue reading
