2012 was an eventful year. My book was published in April, and was shortlisted for the “management book of the year” award in the UK (in the textbook category). The award ceremony will be held in London on January the 28th; I plan on going. I look … [Continue reading]
Still waiting for approval?
When I speak with people in large organizations, a fairly common complaint is that it takes too much time to make decisions. A key source of delay is slow management approval. Sometimes, there may be perfectly valid reasons to delay the approval of … [Continue reading]
The difficulty with “parallel structures”: Will Customer Experience Councils suffer the fate of Quality Circles?
Improving the customer experience is a goal for many leaders. Some companies have attacked this challenge by introducing so called customer experience … [Continue reading]
Designing a more customer focused organization is concern #1
Last week I posted a survey here on my blog. I have now looked at the results. As you can see from the chart above, most of the items are rated as at least “important” (click on the image to see the file). The biggest disagreement was … [Continue reading]
What’s the main challenge right now with regards to organization design? (Survey)
I am planning to develop new material on how to improve the design of organizations, which I will publish on this blog during the next few weeks. To make sure that I focus on the issues that are most relevant to you, could I ask you to … [Continue reading]
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