Keep Score!

Keep Score!

We are taught that in relationships that we shouldn’t keep score, and I would agree with that. However continual improvement in business requires measurement and understanding of what measures are important. “However beautiful the strategy, you should occasionally...
Remove the Obstacles

Remove the Obstacles

Sydney missed the ski season this year due to lockdown but the ski slopes are beautiful in Summer too. Some years ago, we holidayed in Summer at the NSW ski resort town of Perisher. There was no snow, just beautiful walks and scenery, and peace and quiet. We took the...
Challenge your Values

Challenge your Values

There’s no video ref in business. Or is there? In professional sport these days the umpire or referee repeatedly refers to the video replay. In tennis this is to challenge a line call, in football it can be to confirm an offside, in rugby a try. The professional...
Watching the Replay

Watching the Replay

All top sports professionals and teams watch the replay. That is how they learn what they do well and what they need to change. Could internal audits be like watching the replay? Do Internal Audits drive Continual Improvement? Are internal audits any real benefit to...
Start Right

Start Right

A company director recently related quality at their company to his training as an apprentice carpenter. He was told to “start right”. Before you cut any piece of wood, pick it up and inspect it. Is it the right piece of wood? Pick up your saw and inspect it. Is it...
Zero Means Nothing

Zero Means Nothing

Back in the early 2000’s the organisation I was working for awarded us all with a portable DVD player for achieving 200 days without an injury. It was amazing! Looking back now, I wonder if someone had been injured on day 199 would they have wanted to report it....
Customer Trust

Customer Trust

“The cheque is in the mail”. “It will be ready first thing tomorrow.” “I’ll call you right back.” How many times have you been told one of these beauties? Have you ever caught yourself saying something similar to your customers or workmates? Forever the optimist, over...
“What If?” is better than “If Only”

“What If?” is better than “If Only”

How many times in your life have you said, “If only…”? There are no guarantees in life or business but embedding a risk approach in your decision making can minimise failures. Isn’t it better to ask, “What if?” before launching a new product, new service, new market...
Stakeholder Experience

Stakeholder Experience

A few years ago I broke my ankle on the soccer field. Both the tibia and fibula were cracked! It meant a period of time on crutches and a boot. After a short rest I was determined to remain working, which at that time involved a bit of travel. (Online meetings hadn’t...
Difficult Conversations

Difficult Conversations

Nobody enjoys those difficult conversations with employees. Some years ago, I had a leadership role with the local school band program. We ran a number of bands, with the senior band regularly achieving high standards at the various band festivals entered. The...