Management Article Features

Annette Franz's picture
Annette Franz
When people at your company think about “customer loyalty,” are they thinking about your customers’ likelihood to recommend, likelihood to repurchase, or likelihood to purchase additional products...
Christine Schaefer's picture
Christine Schaefer
As a city leader, Tommy Gonzalez started using the Baldrige Excellence Framework in 2008 to achieve operational excellence within a municipal government. In his role as manager of Irving, Texas, at...
Lolly Daskal's picture
Lolly Daskal
A young man came to his wise leader and asked how he could be a better leader. The wise leader said, “Let me pour you a cup of tea.” And so he started pouring a cup of tea; he kept pouring and...
Arun Hariharan's picture
Arun Hariharan
I don’t claim to be qualified to advise other quality professionals. However, having had an opportunity to work for many years in this field with reasonable results and also having made my share of...
William A. Levinson's picture
William A. Levinson
My article, “Change and Risk-Based Thinking” describes management of change (MOC) as a safety-related phrase from the chemical process industry. MOC says that anything new, different, or nonroutine...
Diane Adams's picture
Diane Adams
Creating a great culture is a key responsibility of leadership. When you invest in building a strong culture, the business and financial results follow. Fail to do so and your business will end up...
Jason Furness's picture
Jason Furness
In part one of this three-part series, we looked at the first two layers of resistance to change. Part two looked at the second two layers. Here we look at the final two layers, obstacles to...
Luk Van Wassenhove's picture
Luk Van Wassenhove
Establishing a clear and consistent focus, and knowing when to change it, is the essence of manufacturing agility. Factories don’t just make things. Viewed properly, they are where the rubber of...
Jason Furness's picture
Jason Furness
In part one of this three-part series, we moved through the initial and often overlooked layers of resistance: first, why change; and second, how to overcome disagreement on the nature of...
Lolly Daskal's picture
Lolly Daskal
Leadership may be complex, but it doesn’t have to be complicated. We can always simplify. Often our greatest hardships are those we impose upon ourselves. There are some who think that in order to...
Matthew Littlefield's picture
Matthew Littlefield
Although there is no bad time to improve quality management maturity, an optimal time is during fiscal planning for a new year. Executives and quality professionals who are affected by the...
Jason Furness's picture
Jason Furness
This is the first part of a three-part series on the “six layers of resistance.” It’s based on the work of Eliyahu Goldratt, who has now passed away. Goldratt was the originator of a body of...
Kevin Meyer's picture
Kevin Meyer
“I will take time to be alone today. I will take time to be quiet. In this silence I will listen... and I will hear my answers.” —Ruth Fishel One of my great pleasures is going for a walk on the...
Harry Hertz's picture
Harry Hertz
During my 25 years with the Baldrige program, I have never come across an organization that couldn’t improve its communication, no matter how good it already is. The importance of...
Mike Micklewright's picture
Mike Micklewright
To many people, the relationship between daily kaizen and statistical process control (SPC) might seem as remote as the relationship between a kangaroo and the past iconic American TV series...
Jack Dunigan's picture
Jack Dunigan
Whenever I hire a new employee, as part of his orientation I am always careful to emphasize that it would be wrong to mistake my forbearance for indifference, that while I am long-suffering and...
Gilles Hilary's picture
Gilles Hilary
Eric (not his real name) was under pressure from his sales department. He was hesitant to close a large financing deal with a Chinese corporation but had little beyond his intuition to back up his...
Davis Balestracci's picture
Davis Balestracci
Dealing with individuals is one important aspect of culture change. I addressed this in “How Does Your Organization Define Accountability?” Every organization has many tribes (i.e., departments or...
Bruce Hamilton's picture
Bruce Hamilton
A piece of popular lore, provided by Shigeo Shingo, is that the original name for mistake-proofing (poka-yoke) was actually fool-proofing (baka-yoke). Shingo chided managers at Panasonic for...
Quality Transformation With David Schwinn's picture
Quality Transformation With David Schwinn
I teach management and leadership. Recently, the topic in one of my classes was change and stress. I asked my students, who are nearly all employed and range in age from 19 to 55, what caused them...