PERSPECTIVES

Kevin McManus 

Performance by Kevin McManus

Blind-sided by our timelines of change
Exploring our timelines of change helps us understand how our different cultures and work practices came to exist. Without such continuity to provide a bigger picture, we often fail to spot key trends and systemic shifts. Things change, often to a huge degree, and then these massive trends and strategic shifts blind-side us. This is both a social and an organizational challenge. If we fail to see the variety of shifts coming, we fail to adjust our improvement strategies.

Paul Engle 

Management by Paul Engle

Picking the leaders of the future
Large, mature organizations invest significant resources and time developing new leaders with leadership development programs and armies of consultants offering varying approaches. Yet the key to success appears to depend more on selecting the appropriate candidates and less on the development program's content. What qualities produce effective leaders? Right Management, an organizational development consultant, suggests three key focus areas.

Amanda Mewborn 

Health Systems by Amanda Mewborn

Mapping the experience for patients
Customers often base their view of quality on their experience, not an outcome like a hospital stay that didn't result in them acquiring an infection. Instead, healthcare customers ask whether the nurses were caring. Was the food tasty? Were my family and friends allowed to stay with me as much as possible? Did the doctor explain my diagnosis in a way that I could understand? All these questions reflect patient experience and shape the customer's view of quality in healthcare.


James A. Tompkins 

Supply Chain by James A. Tompkins

Consumer expectations for holiday 2016
While you may be struggling to provide two-day delivery and niche "on demand" same-day delivery at costs that do not kill your margins, millennials and Generation Z are moving the mass market expectations of e-commerce to same-day delivery or faster. The purchasing power of millennials and Generation Z is only increasing as they age. These generations expect rapid delivery. As the market responds to their desires, they are training the rest of us to look for quicker deliveries as well.

 

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