Tag Archives: Diagnosis

Please Tell Me All About Me

For many years we’ve been helping our clients sort out how to create and sustain value for their customers. Few would argue that the Voice of the Customer is essential. We all too often find that the Voice of the Customer collected and reported is more about the organization, how well they are liked, or opinions on performance (not real performance), rather than those that focus on the customer’s world. Hearing and understanding the actual Voice of the Customer has too often been interpreted from gathering data that feed survey instruments, reports, dashboards or scorecards. By searching for and producing data that can be rolled up, opportunities for critical insight are lost. Feeding the tool or report can become the goal and by the time the report comes, the customer might be gone. Are we missing something? “Happy families are all alike; every unhappy family is unhappy in its own way.” Leo Tolstoy, Anna Karenina. Count Leo has a point.

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Going Nuclear

Over that last couple of years, we’ve highlighted the evidence and perspectives that our business world is increasingly more dynamic, interdependent, highly networked, dangerously complex, and managed by tools and traditions built on much more stable process experience. Business models and algorithms, control systems, enterprise tools and performance improvement technologies derived significant power from the likelihood that behavior repeat sufficiently to enable the power of statistics to improve decision making. I many cases, that stability and value remains and I expect that that will go on beyond any horizon I can conjure. In fact, Dr. Deming encouraged us to look at the world through the lens of Plan, Do, Check, and Act, and his truism remains eternal.
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Swan Lake and Nutcrackers

2010 was a year where much of our attention and anxiety were held captive by the oil spill in the Gulf of Mexico. It was a sobering reminder of our dependence on fuels that support our lifestyle, commerce, defense, and essentials to life today. Moratoriums on deep water drilling ensued followed by hearings and probes into why it happened and who we need to blame and subsequently seek a means of exacting some comforting justice. It’s been months since the topic has had front page coverage, almost forgotten much like the devastation and impacts of Katrina, the earthquakes in Haiti, China, and Chile.

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What You Don’t Know Can Hurt You

“Could have, would have, and should have”, or, “if I knew then what I know now”, or, “hindsight is 100%.” This last weekend, through a very agile collaboration between governments, agencies, public and private sectors, an attempted act of cowardly terrorism was averted; a bomb did not take innocent lives. It hinged on a decision from a former terrorist to come forward and alert Saudi authorities of the despicable deed and the cascade of information and resource deployment worthy of commendation. Of course, the media chimed in and warned that all passenger flights may be in danger of carrying explosives in the baggage holds.

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What’s Luck Got To Do With It?

“Plans are nothing; planning is everything.” Dwight D. Eisenhower
How much depends on the yearly business plan? For many, it triggers budgets, funding, capital approvals, sanctioned projects, operating targets, salaries, product launches, support activities, hiring, office renovations, perks, …, lots of movement and a myriad of decisions, hopes, dreams, and nightmares. It is often the summary of what we expect, maybe wish or hope, to happen, commit to do, and the outcomes that the world of business should see, translated into the language of finance.
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It’s Your Call

A blown call costs a pitcher a perfect game. This week, it really happened and everybody felt terrible, apologies ensued and the guilty umpire felt genuine remorse and accepted full responsibility for the failed measurement. A poor measurement did not change the perfection of the real performance, a better gage, instant replay validated that, but rather the record of what happened. Those that missed this story and are evaluating the statistics of pitching performance will only have the historic data to evaluate, data that is a false witness of events. Imagine the effects of all the poor measurements in one year of major sports event. Do they change important outcomes? Do they steer rewards or punishments? How about all the stuff that goes on with gamblers in or out of Las Vegas?
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When is the Exam?

Ever been caught in a situation for which you were not prepared? Ever dream where you forgot to attend a certain class at school, did not go for months, and then remembered, and the exam was to be in one hour, forgot the room, hadn’t studied, and then … panic? It can be unnerving. It evokes a very special anxiety, an unforgettable sensation. This type of anxiety is different than a surprise calamity that came from nowhere and it was something you could not have prepared for. The anxiety that comes from being unprepared is different because the consequences are typically very severe, sometimes disastrous, but very possibly preventable, had we prepared for it or to be surprised. It is but one dimension of the cost of unreadiness. That cost of unreadiness is terrible, nightmarish, fraught with self doubt and remorse, and becomes overwhelming when it is basking in the public eye. Sometimes, others suffer because of our unreadiness.

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I Can’t Hear What You’re Seeing

For many years, the term Voice of the Customer has been a source of incalculable confusion and a hazardous source of misdirection. The reality of dealing with a cacophony of voices that can often come from the many interfaces and service points is daunting for some. Discerning the signal from the noise fosters subjective simplification and can and too often yield risky and sometimes shallow insights carried forward into our delivery of services.
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Excuse Me, I’m Having a Eureka Moment

Years ago a colleague asked me to define what a successful consultant, coach, or mentor does to help their client. “Hmmm”, I thought about the question, “we work in a process of managing epiphanies! We help others discover what is, perhaps has always been, but not necessarily in focus”. It certainly was not original thought, but I believe that it is nonetheless true, and we owe much of that to Socrates. Socrates, a Greek philosopher, mentor of Plato, helped others to find truth, or fallacy in thought by asking great questions. Great answers pick the destination and great questions lead to discovery.

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Throwing the Flag

Those who follow sports know that the quality of officiating is receiving much needed and overdue attention. In fact, there is one officiating team in NCAA Football that is currently sitting on the bench for terrible calls in very important games. In fact, the poor officiating may have determined the winners and losers. Sports are a great place to talk about poor measurement because we’ve all seen it. With the advent of better technology and high definition instant replays some of the boo-boos are much more evident. Competent people in the business of evaluating performance of any type are very aware of the impacts of measurement and very skeptical of any decisions people make …. Measurement issues surround us …. I used the word competent intentionally because those that don’t pay serious attention to the quality of measurement and render opinions, advice, or recommendations on data or information are dangerous people to have on board
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