Yes, but. This is one of these partial truths where getting the details right really matters. Followers of popular business books will recall the BHAG—the Big Hairy Audacious Goal—proposed by […]
Culture
Metrics Myth Two: Support Leaders Should Have Direct Control Over their Metrics and their Goals
“Men at some time are masters of their fates.” Cassius, to Brutus, Julius Caesar, Act I, Scene 2. It’s almost axiomatic that we should sign up for goals only if […]
Support Metrics Myth One: Goals Should be SMART
Metrics always seem to be a favorite topic of conversation. At a recent CSI program team meeting, I was comparing notes with the Consortium’s Melissa Burch about some of the […]
Support Culture, Stress, and Wellness
At last week’s Consortium for Service Innovation Member Summit, we heard a keynote from Dr. Kelly Travers, a physician and neuroscientist. Her topic was “wellness,” and I confess I rolled […]
How to Create a Knowledge-Sharing Culture (Part 2 of 2)
…Continued from last week. Get ‘em early. Have you ever noticed that it’s easier to get the new people to follow your processes than to get the veterans to change […]
How to Create a Knowledge-Sharing Culture (Part 1 of 2)
Having looked at signs of a bad and a good culture for knowledge-sharing, respectively, it’s time to get to work. How can we make sure we’re setting our knowledge program […]
What Does a Good Knowledge Sharing Culture Look Like?
Last week, we examined what a bad knowledge-sharing culture looks like. That’s a pretty easy list for all of us to make, unfortunately; even if we’re blessed not to work […]
What Does a Bad Knowledge-Sharing Culture Look Like?
Over the past ten years, we’ve had the opportunity to visit and work with fifty or sixty companies implementing knowledge management, self-service, and social support. In the process, I’ve come […]
Hanging Up Your Strategic Framework: Sage Does it Right
In our KCS workshops, we say that the Strategic Framework is the deliverable that’s easiest to push aside…and yet one of the most valuable if done right. The Strategic Framework […]
Summer Reading! Lessons Unlearned
Just because a book is full of really great information doesn’t mean it can’t be fun to read. For example, take John Ragsdale’s wonderful first book: Lessons Unlearned: 25 Years […]
