How did this happen?

June 14, 2020

The question at the heart of accountability is, How did this happen? And it’s useful whether things went well or not. Most times though, it comes out of the bag when... READ MORE

Up to scrutiny

June 11, 2020

There are times when we change the rules for the benefit of others, like when we make pay rises, or improve terms, or send word about early delivery. These are easy... READ MORE

Intimately involved

June 7, 2020

Should we involve the staff in designing the systems and processes they’ll use? Should we involve the customers in decisions about how best we can serve them? Should we ask questions about products... READ MORE

In the air

June 6, 2020

When there’s good news in the offing, indications maybe, positives in the air … you want to know. You want to know because it means you can prepare for when the... READ MORE

Their shoes

June 2, 2020

Anyone who’s built something, been involved with it for long enough or has any sense of ownership knows what it’s like to talk about their charge. They tend to use the... READ MORE