The art of the apology

Peggy Noonan’s WSJ column today discusses Detroit Tigers’ pitcher Armando Galarraga’s near perfect game which was only broken up by a bad call made by umpire Jim Joyce. There were two exceptional lessons to take from that event. First,...

Disclosure paradigm

I have become a big fan of Malcom Gladwell and have made it through Outliers: The Story Of Success, The Tipping Point: How Little Things Can Make a Big Difference, and Blink. I’m now working on his most recent book, What the Dog Saw: And Other Adventures and...

In the middle of the day…

I’m completing a report for a client who asked me to review their performance measurement system and processing. They offer their clients the option of treating flows as middle-of-day events. I strongly oppose this method. First, there’s a reduction in...

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