Managing Customer Value
Next week’s Business901 Podcast features Doug Lipp, a world-renowned speaker and acclaimed expert on customer service, leadership, change management and global competitiveness. Doug recently published a book, Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees. I have always been intrigued about the consistency and sustainability of Disney. Several excerpts Read More …
Someone recently asked me the best way to start Lean? Since it was on Twitter, and I only had 140 characters, I replied: “Best way 2 start #Lean? Practice Respect 4 People & Continuous Improvement after that it is all window dressing.” Now that I have an entire blog post to comment on, I believe Read More …
Transmedia Storytelling is a story experience both for and with an audience that unfolds over several media channels. Author Andrea Phillips provides a fantastic introduction in this podcast and in her new book, A Creator’s Guide to Transmedia Storytelling. A previous written excerpt can be found at, The Future of Simulation Games: Transmedia Storytelling. The Read More …
I have read several books on #Gamification and found them either touting the use of rewards and badges or the technical aspect of design. I never did find that middle ground until I read, The Gamification of Learning and Instruction by Dr. Karl Kapp. The book started with the basics (it’s not about rewards, games Read More …
Last week, I had a chance to attend Lean Frontiers’ workshop on The Role of Leadership in Creating a Sustainable Lean Culture. The course demonstrated the role of leadership in connecting and simultaneously developing the “Product” and the “People” Value Streams in an organization. In a lean implementation this really sets the foundation for a Read More …
Lean technology has now evolved from the manufacturing floor to the whole enterprise. Many companies have found real value in applying the fundamental concepts of Lean throughout the organization. The lean concepts of Kaizen, PDCA and the tools such as Pareto Charts, 5 Why’s and even Poka Yoke are commonplace. However, the concept of Standard Read More …