“It’s not my fault!” the assistant practically wailed. “She never gave me the paperwork!” The poor woman was almost begging me not to be angry at her, and to put the blame in its rightful... Continue reading
You won’t build or change an organization’s culture by talking about what it ought to be. Sure, from time to time, you’ll want -- and need -- to emphasize positive aspects of your culture (or... Continue reading
“I’m a victim! I’m a victim!” Have you dealt with someone who sounds like that -- maybe not as clearly, but just as dramatically? For Perfect Victims, everything that goes wrong is the result of... Continue reading
Many companies use some kind of program for “measuring quality,” but the result of these assessment is typically expressed in “error rates.” Error rates are pretty worthwhile when they’re used to identify process steps that... Continue reading
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