October 29, 2015
A guest’s first experience upon arrival at a property can set the tone for their entire stay. If there is no one to greet them and assist with luggage or a long
August 18, 2015
“Boiling the ocean” is one of those phrases that can be quite accurate but is still slightly irritating to use or hear. It refers to analyzing something to death or tackling a
July 07, 2015
Over the years we’ve done a number of studies to try to help our clients find out what their customers think of them. These types of studies are often packaged under the
April 14, 2015
Opportunity #2 When we look for opportunity, we categorize time into green and red components. Green time is the current productive part of a process, while red time is the non-productive waste.
March 11, 2015
“Opportunity” is one of those euphemisms we use instead of “problems.” It’s arguably a better word, because most operating problems are, in fact opportunities for an organization to improve. Before we take
February 23, 2015
Opportunities exist everywhere in organizations, because businesses are constantly changing in both subtle and not-so-subtle ways. We spend a lot of time observing organizations of all shapes and sizes, and it is truly fascinating to see how they operate.
December 18, 2014
Management behavior is a critical issue in organizations. However, the meaning of the term itself is often a little fuzzy.
December 12, 2014
We often say it’s tough to change management behavior. Universally, executives nod their heads in agreement. But when we all say it, what do we actually mean?
December 09, 2014
Observation #49 In the relatively early days of our company, a few partners took a high-speed driving course on an old Formula 1 race track just outside Montreal. The conversation over dinner
November 16, 2014
When we work for a company, we always do our due diligence upfront to pinpoint a specific improvement target for the project. Well, almost always…