The backstory on 52 Maxims was that we worked for The Ritz-Carlton Hotel Co. for a number of years; during that time were introduced to their concept known as “The Basics” that consisted of 18 fundamentals of service, which they used as daily reminders for their staff.
Many companies have corporate improvement teams of one kind or another, such as quality or Lean or Six Sigma or some combination. And sometimes they bring in outside consultants to serve a similar role.
Lesson Learned #4 One of the key things clients expect in a performance improvement project is that their managers will take ownership of the changes that are required to improve performance. That’s not