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Christmas Wishes?

24 December, 2009 by James Lawther Leave a Comment

I was sent this, by my friend Scott.  It is funny, in a very sad sort of way.  It demonstrates quite nicely how we can absolutely miss the point of what we are doing and get completely side tracked. I wanted to send some sort of Festive greeting to my friends  and family, but it […]

Filed Under: Blog, Employee Engagement Tagged With: Christmas, communication, complexity, jargon, purpose, silo management

Don’t Trust Your Customers

5 December, 2009 by James Lawther Leave a Comment

A supermarket in Poole refused to sell a woman a bottle of wine because her son was with her. Checkout staff at the Co-op, told the furious mother that she might be buying it for her 12 year old son.  Better still, when challenged a spokeswoman for Co-op said: “The Co-op group stands by this […]

Filed Under: Blog, Process Improvement Tagged With: poor service, purpose, risk assessment, trust

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