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In the topic 'Organization Improvement'


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Reflections on Personal Purpose and Living in the Moment

It’s been happening so regularly I shouldn’t be so surprised when it happens yet again. I am talking about the “coincidence” of encounters or correspondence while I am working on something along those very lines. Last week I was finishing the manuscript to my latest book. It’s an extension and significant build upon the approaches […]

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We Need Lots More Innovation

Like the weather, many people talk about innovation but few managers do much about it. Unlike the weather, there is a lot managers can and must do about innovation – especially in difficult times. Innovation often falls into the same trap as strategic planning, economic forecasting, and change management. There is no orderly path that […]

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Defining and Living Organizational Values

The CLEMMER Group has been working with the Canadian division of an internationally owned services business. The company has been in Canada for just ten years and growing very rapidly. Early in our consulting to this company, we started working with them to define and more effectively shape their organizational culture, after one of the […]

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The Deadly Search for the Right Path to Process Management

I received an e-mail from a reader who was recently promoted into a process improvement coordinator role working with their management team. He asked me for the right path to begin. The root of this kind of question is what has caused so much of the fad surfing and rigid off-the-shelf programs that have messed […]

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It’s Often About Processes Not People

Experiences in the past few months are clearly trying to tell me to review the keys to process management in this issue. Problems with processes have featured prominently in a number of my workshops and management retreats. Much of the ongoing consulting and organizational coaching work we’re doing at The CLEMMER Group is currently centered […]

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Tips for Setting Team or Organizational Goals and Priorities

Ensure you’re following the three keys to effective goals and priorities: 1) Follow-up; 2) Follow-up; and 3) Follow-up. Continuously communicate how your strategic imperatives connect to your vision, values, and purpose. Set goals and priorities from the outside (customers) in and help everyone see the big picture and where they fit in it. Keep the […]

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Setting and Cascading Goals for Increased Effectiveness

High-performing organizations like Toyota have developed and evolved a very disciplined methodology that they call “Hoshin kanri.” It starts with high level or strategic imperatives and then cascades these through every part of the organization. Follow-through and follow-up is the key to moving this process from just another bolt-on planning program to a built-in management […]

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How Team Building Exercises Can Be Harmful

Here’s an e-mail I received from a regular web site visitor and subscriber to my monthly newsletter. My response follows: “I am an ardent reader of your articles. The latest improvement point article on Team Development is indeed good. The only point where I disagree is where you have brushed aside the adventure games as […]

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Fixing Performance Review Systems – Most are a Disaster

Most performance review systems are a disaster. They’re a perfect example of a great idea – getting team leader and team member together periodically to review what’s work and what’s not and make plans for continuous improvement – that has become a bureaucratic “fill in the forms” exercise. They are demotivating and degrading in most […]

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Navigating the Slippery Slope of Accountability

I am an administrator for a mid-sized professional services firm in a division of employees under the direction of a director. The director claims that his staff has been empowered to do their jobs. But nowhere in the discussion is there ever any mention of accountability (which I believe goes hand in hand with empowerment). […]

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Customer Focus is Finally Returning

When I wrote my second book, Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance in the early nineties, customer service and quality improvement was becoming a key focal point for both the public and private sectors. Movements like Total Quality Management, Continuous Quality Improvement, and related customer service initiatives were helping many […]

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Do You Have a Dysfunctional, Average, or High-Performing Culture?

Here’s a quickie quiz I put together for my new Breaking Through the Bull workshop. It draws on our Consulting and Training division’s growing experience with assessing and helping our Client’s shift their culture. It also frames many of the issues Pete Leonard (the fictional manager in my new book, Moose on the Table: A […]

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Health and Safety Program Versus Culture

Building on the highly customized Courageous Leadership for Health & Safety training program we designed for Barrick Gold (see July 2006, December 2006, and December 2007 issues – The CLEMMER Group’s training and consulting division has been rapidly expanding our offerings and expertise in this area. As word of the dramatic results of Barrick’s program […]

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Powerful Proof That Leaders Are Made, Not Born

For over thirty years I’ve believed to the core of my being that high performers are made, not born. Otherwise I would have given up long ago! When I was a sales trainer with Culligan Water Conditioning back in the seventies I wrote a fictitious (and facetious) series of birth and death announcements making fun […]

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Keys to Effective Reward and Recognition

A reader from Australia e-mailed me: “to seek your professional opinion on the current situation I am facing as the Reward & Recognition strategy leader for a large organisation and its customer contact call centres. My question to you is, is it best to slowly eliminate ineffective parts of an R & R program or […]

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What Lies Ahead?

Around the start of many New Years, I am often asked to write articles or columns predicting the year ahead. What a useless exercise that is! I have no idea what lies ahead of us. Researchers, such as William Sherden in his outstanding book, The Fortune Sellers: The Big Business of Buying and Selling Predictions, […]

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Powerful Proof That Leaders Are Made, Not Born

For over thirty years I’ve believed to the core of my being that high performers are made, not born. Otherwise I would have given up long ago! When I was a sales trainer with Culligan Water Conditioning back in the seventies I wrote a fictitious (and facetious) series of birth and death announcements making fun […]

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Tips, Tools, and Techniques for…Leading a Customer-Centered Organization

Here are a few of the hundreds of “leadership action menu ideas” from my Leading a Customer-Centered Organization workshop resource workbook: Train frontline service staff in how to systematically identify root causes of service/quality problems and involve them in a continuous improvement process. Provide a process for frontline service staff to track and systematically analyze […]

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Teaching Managers How to Have Effective Performance Review Discussions

Last month I ran a short question and my short response to a reader looking for a “’best practice’ in the area of teaching managers how to have effective performance review conversations….not just with poor performers but with all employees.” You can read this item here. After reading this exchange on my blog, a (clearly […]

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Customer-Focused IT

IT professionals who are very technically strong – even nerdy – but weak in “people skills” have become a stereotyped joke in many organizations. But with the increasingly critical role IT plays in organizational success, fewer people are laughing. Last month I wrote about how I have used the burgeoning research on Emotional Intelligence in […]

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