One of the arguments against journey mapping I often hear is that it’s an exercise in futility. You map. You put it on the wall. Nothing changes. To that I answer, “You’re doing it all wrong.”

One of my regular readers and harshest critics, my wife, complained that my recent posts have been too pedagogical and lacked my storytelling instincts. So this post is for her.

(ISO: Geneva) -- Management system standard ISO 9001 has reached the final stage of the revision process. ISO member countries have two months to form a national position and vote on the latest draft of the standard before the Sept. 9, 2015, deadline.

Watching the U.S. Women’s National Soccer Team take the World Cup on July 5, 2015, caused me to reminisce about my short-term coaching stint of a U12 soccer team.

What are the challenges of incorporating—and maintaining—process excellence in an organization’s culture?