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Enabling a culture of sustainable performance ownership and continuous improvement.
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The MacNamara Fallacy
The MacNamara Fallacy
…measurement does not always equal understanding.
Dan Wain
Mar 11, 2022
Performance review or root canal..?
Performance review or root canal..?
Performance reviews are looked forward to about as much as a visit to the dentist. Most employees dread their upcoming evaluations for…
Lee Gardiner
Mar 1, 2022
What the Winter Olympics can teach Leaders about high performance
What the Winter Olympics can teach Leaders about high performance
…and the use of data and analytics to gain a competitive edge.
Dan Wain
Feb 16, 2022
CX — what not to do.
CX — what not to do.
For any organization looking for an example of what NOT to do in relation to customer experience:
Lee Gardiner
Jan 24, 2022
The 4 typical ways to benchmark individual performance…
The 4 typical ways to benchmark individual performance…
…and why they could be ineffective.
Dan Wain
Jan 24, 2022
The ghosts of calls gone by…
The ghosts of calls gone by…
It’s been almost 2 years since I last joined or hosted a teleconference. In fact, I recently had a revelation about my phone bill (I’m one…
Lee Gardiner
Jan 17, 2022
Sustainable continuous improvement starts at the frontline.
Sustainable continuous improvement starts at the frontline.
Every organization is always seeking to improve — better, faster, cheaper. This can come in many forms: process improvement, automation…
Dan Wain
Jan 3, 2022
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