This article discusses Creative Tension and its role in Innovation and Change Management. One principle in Wing Chun is the maintaining of forward
Adopting a Baby Boy: We Were Lucky and Did it Again
Update 2013: Since writing this post, my wife and I have adopted 4 children. We are so blessed and are very lucky to be their parents. Go here
Fast Food Congestion at a Burger Restaurant
Every system has constraints -- sometimes several -- minor bottlenecks and major bottlenecks. What makes managing constraints even more challenging
Customer Retention Strategies: Do Not Run From Your Customers
Here's a novel Customer Retention Strategy: Do Not Run From Your Customers. I've spoken extensively about the unheralded -- but, arguably, the most
Snoop Dogg Gin and Juice Pareto Analysis
For Father's Day, I was expecting the traditional breakfast in bed, cards from the kids, and my only sleep-in-past 7AM for the year, but I got
How I Racked Up 6 Figure Student Loan Debt for Pizza
Several months ago my wife mentioned, in a subtle way, that she misses Giordano's Pizza. Giordano's is our favorite pizza joint and we used to eat
We Remember Experiences, Not Features
"people remember experiences, not features or attributes" - a.g. lafley I love companies and products that are disruptive, simple, and yet
Lean and Six Sigma is Necessary but Not Sufficient for Business Success
Motorola (MOT), the inventor of Six Sigma, is in big trouble. Even though it invented Six Sigma, this is a clear example that shows how Lean or Six
Reducing Customer Service Contacts
In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this