We don’t like to talk about the presence of fear in our organizational cultures. Yet it is there, and takes many shapes and forms. While fear can be a useful emotion, often it is not, but eradicating it takes understanding.
Inspiring Incredible Customer Service: Observations From A Gurney
Most organizations want to deliver effective customer service. Few actually deliver on that promise. Explore a case study of one organization that manages to do this well, in the most surprising of places.
Managing by Maxims & Epigrams
The world revolves around pithy sayings. We value quotes, we see resonance in them, and we repeat them regularly. They also offer greater meaning and insight in how we manage, if we know where to look.
Embracing Uncertainty: Managing Complex Change
Project management is about planning and control, but only when we can precisely define what we are endeavouring to deliver. Ironically, principles of project management have been adapted elsewhere to manage situations of considerable uncertainty. We may need to re-learn what we think we already know.
Better Drives Change
Change is a desire to make things better. The challenge is that change often doesn’t produce positive results. Striving to get better is one thing, but we need the insights into how to do that well.
Book Launch: Exercising Agency
Project initiation lives in the middle space between strategy and project execution. While some organizations initiate projects well, many do not. Mark’s new book explores what works, and what doesn’t.