What is Service Design?

Continuum and the AIGA convened a group of top business leaders and innovators from a variety of backgrounds and industries, including Disney, Facebook and Zipcar, to discuss how designing a service experience with purpose can transform a company’s image and make people’s lives better. Designing Better Service Experiences from Continuum on Vimeo. Watch this at Read More …

How Zing Training Started! –

Next week’s Business901 Podcast features Ari Weinzweig, CEO and co-founding partner of Zingerman’s in Ann Arbor, Mich. The Zingerman’s Community of Businesses (ZCoB) has annual sales of over $40 million. ZingTrain, a consulting and training company shares Zingerman’s approach to business with like-minded organizations from around the world, and offers a variety of management training Read More …

Leading Lean from the Middle

Paul Yandell of Value Stream Focus was interviewed in the Business901 podcast, Transforming Lean thru Middle Managers. This is a transcription of the podcast. Paul Yandell is a manufacturing and supply chain specialist with strong skills in identifying and eliminating waste and improving operational performance.  His particular strengths are building infrastructure to support turnaround and Read More …

Root Cause Analysis of Success

One of the Lean tools that is used to determine the root cause of a problem is the Fishbone Diagram, also known as the Cause and Effect Diagram or Ishikawa Diagram. It identifies and explores on a single chart the 5 – Why technique, The aim is to work down through the causes to identify Read More …

Mastering Positive Change

Sara Lewis, the Managing Director of Appreciating Change, a psychological change consultancy focused on helping leaders and managers achieve positive change in their organizations was my podcast guest. She is the author of Positive Psychology at Work: How Positive Leadership and Appreciative Inquiry Create Inspiring Organizations and one of my favorites, Appreciative Inquiry for Change Read More …