Customer hierarchy (2)
It’s well accepted that great organisations focus on delighting their customers. But we talk less about managing the sometimes conflicting needs of multiple customers (see… Read More »Customer hierarchy (2)
teams
Scissor skills [guest post]
I pride myself on my ability to cut a good straight line. I enjoy the feel of scissors slicing through a fresh piece of paper:… Read More »Scissor skills [guest post]
Five Questions: Janice Whyne
The health and future of your team, project, organisation, profit margin etc. can hinge on your ability to sufficiently understand the nature of existing relationships,… Read More »Five Questions: Janice Whyne
William Slim on operations and administration
To separate operational and administrative responsibility is to break a rule I have rarely seen violated without someone paying a heavy penalty. Viscount William Slim… Read More »William Slim on operations and administration
On tiredness, bad form and self talk
I’m a good swimmer. My form is pretty good (at least to non-swimmers), and my powerful strokes allow me to cut through the water like… Read More »On tiredness, bad form and self talk
Ben Horowitz on leadership and making unpopular decisions
This is from Ben Horowitz in a fantastic interview on building a successful culture in your organisation. Highly recommend. If you make decisions that everybody… Read More »Ben Horowitz on leadership and making unpopular decisions
Specs, laws and floors
A spec sets standards and defines output, and laws set the boundaries of acceptable behaviour. They are indispensable, but here’s the thing: specs and laws… Read More »Specs, laws and floors
More from Seth Godin on slack in systems and resilience
A friend was talking about building resilient systems today, something Seth covered at length in Akimbo (S4 Ep 20)… and also in this blog post:… Read More »More from Seth Godin on slack in systems and resilience
Peter Drucker on pay and rewards for knowledge workers
Knowledge workers demand economic rewards… Their absence is a deterrent. But their presence is not enough… [Knowledge workers] need opportunity; they need achievement; they need… Read More »Peter Drucker on pay and rewards for knowledge workers
Networks: your organisation as an unending conversation
What would happen to your organisation or movement if you dropped out? If the answer is “It would probably die,” then you probably* need to… Read More »Networks: your organisation as an unending conversation