Archive for the 'Newsletter' Category

In Customer Service Consulting, Disney’s Small World is Growing

By Brooks Barns via The New York Times

Photo by Gary Bogdon for The New York Times

ORLANDO, Fla. — Maryland teachers were instructed to engage children by crouching and speaking to them at eye level. Chevrolet dealers were taught to think in theater metaphors: onstage, where smiles greet potential buyers, and offstage, where sales representatives can take out-of-sight cigarette breaks.

A Florida children’s hospital was advised to welcome patients in an entertaining way, prompting it to employ a ukulele-playing greeter dressed in safari gear.

These personal service tips came from the Disney Institute, the low-profile consulting division of the Walt Disney Company. Desperate for new ways to connect with consumers, an increasing array of industries and organizations are paying Disney to teach them how to become, well, more like Disney.

Revenue from the Disney Institute has doubled over the last three years, according to Disney, powered in part by its aggressive pursuit of new business. Over the last two years alone, 300 school systems across the country have sought its advice.

Other clients range from very large entities — Häagen-Dazs International, United Airlines, the country of South Africa — to small ones: three Subway restaurants in Maine, a Michigan hair salon, a Boston youth-counseling center. More…

Asian Innovation: Frugal Ideas are Spreading From East to West

By Schumpeter vie The Economist

Image by Brett Ryder

THE Tata Nano, the world’s cheapest car, became a symbol before the first one rolled off the production line in 2009. The Tata group, India’s most revered conglomerate, hyped it as the embodiment of a revolution. Frugal innovation would put consumer products, of which a $2,000 car was merely a foretaste, within reach of ordinary Indians and Chinese. Asian engineers would reimagine Western products with all the unnecessary frills stripped out. The cost savings would be so huge that frugal ideas would conquer the world. The Nano would herald India’s arrival just as the Toyota once heralded Japan’s.

Alas, the miracle car was dogged with problems from the first. Protesting farmers forced Tata Motors to move production out of one Indian state and into another. Early sales failed to catch fire, but some of the cars did, literally. Rural customers showed little desire to shift from trucks to cars. The Nano’s failure to live up to the hype raises a bigger question. Is frugal innovation being oversold? Can Western companies relax?

Two new books—“Reverse Innovation” by Vijay Govindarajan and Chris Trimble, and “Jugaad Innovation” by Navi Radjou, Jaideep Prabhu and Simone Ahuja—suggest that the answer to both questions is No. Mr Govindarajan, of the Tuck Business School at Dartmouth College, has advised General Electric on frugal innovation and co-written a path-breaking article on the subject with GE’s boss, Jeff Immelt. “Jugaad Innovation” is the most comprehensive book yet to appear on the subject (jugaad is a Hindi word meaning a clever improvisation). The books show that frugal innovation is flourishing across the emerging world, despite the gurus’ failure to agree on a term to describe it. They also argue convincingly that it will change rich countries, too. More…

The Organization Family of Journals

In recent years, The International Journal of Knowledge, Culture, and Change in Organizations has become larger, too large in fact as the amount of top-quality material we are receiving has grown. This has occurred even though we have continued to tighten our already-rigorous acceptance procedures.

As a consequence, we have decided to divide the journal into a number of thematically focused journals, plus a highlights journal which contains reprints of top-ranked and invited articles from plenary speakers at The Organization Conference.

This development will have a number of advantages to authors and readers. The journals will be of a more ‘normal’ size. Individual papers will be published electronically and as a single-article paper offprint as soon as they are ready, followed by the full issue of each journal on regular, scheduled publication dates four times per year both electronically and in print. The journals will be more accessible and coherent, as more closely aligned articles will now be better grouped. For these reasons, the new journals are likely to gain enhanced recognition in journal indexes and citation counts.

In the area addressed by The Organization knowledge community, these will be the journals into which articles will be published:

  • Management Education: An International Journal
  • Change Management: An International Journal
  • Knowledge Management: An International Journal
  • Organizational Cultures: An International Journal

Each of these thematically focused journals will be clearly linked to the highlights journal with the following subtitle, ‘A section of The International Journal of Knowledge, Culture, and Change in Organizations’.

Authors can request which of the thematic journals they would prefer for the publication of their article, should it receive a favorable review and a reviewer recommendation to publish. Alternatively, when the author does not opt to make a selection, the Common Ground editorial team will curate each paper into the appropriate thematic journal.

Authors will not submit directly to the highlights journal. This journal will consist only of reprints of articles from the thematic journals. This will not be a second publication of the article, and the subtitle of the highlights journal will clearly indicate that this journal only consists of reprints of highlights of general interest from the thematic journals.

Participants at the International Conference on Knowledge, Culture and Change in Organizations and members of the The Organization Open Institute are provided subscription access to all journals in this family of journals for the 12-month period associated with their conference registration or Institute membership dues.

This is an exciting development for The Organization knowledge community, one which we believe will greatly benefit both authors and readers.

Overcommitting to a CEO (or a Coach)

By Stephen A. Miles and Nate Bennett via Bloomberg Businessweek

“Free Sean Payton!”

The T-shirts were available on the Internet just minutes after the National Football League announced the one-year suspension of the New Orleans Saints head coach over his role in the bounty system used to reward players for injuring opponents. Such an unprecedented ruling by the league creates a fascinating leadership dilemma for the Saints organization. Payton has been so successful as team leader that ownership has become unduly invested in him. Just as we have seen some corporate boards become too enamored of a flawed CEO—and as a result too tolerant of aberrant behavior—Saints owner Tom Benson is behaving as if he is too enamored with Payton. Holding the position for him is a mistake.

It is interesting to wonder if a high-performing team—and the Saints have indisputably been just that under Payton—can maintain the magic while its leader is performing a penance. Might the suspension motivate the players, creating a “win one for the Gipper” moment that lasts the entire season? The 2013 Super Bowl takes place in New Orleans, and Saints players and fans have already tweeted about how sweet it would be to see Commissioner Roger Goodell hand the Lombardi trophy to the Saints owner on the team’s home field.  More…

How to Motivate Employees With ‘Outside the Box’ Thinking

By Victor Lipman via Forbes

In 37 years in the work force, some as an employee, most in management, there’s only one motivator I’ve personally come across that caused large numbers of individuals to immediately improve their job performance.

The Problem: At the time I was a young man loading trucks for a large national trucking company.  Management’s problem was “miss-sorts,” too many packages chronically loaded onto the wrong trucks, resulting in costly delivery delays.  This was the situation:  The section of the plant I worked in had six trucks, all bound for different parts of the U.S., backed up to bays in front of which boxes flowed by on a conveyor belt.  Two people worked each truck:  a “pickoff man” (or woman, we had one in the job in the two years I worked there) who picked the boxes off the conveyor belt, and a loader who stacked the boxes inside the truck.  It was a fast operation and boxes moved quickly.  Try as one might to read all labels carefully, in the sea of boxes up to 50 pounds flowing down the belt a pickoff man generally misread a few labels during each shift.  More…

Take My Facebook Password? Over My Dead Body

By Fredric Paul via ReadWrite Enterprise

Not to beat a dead horse, but there are a lot of people out there who are very, very upset at the idea of sharing their social media logins with employers or potential employers. I’m not talking about the ACLU, and a couple of senators asking the Justice Department to look into the matter. I’m talking about real people worried about being asked to give up their personal information and privacy. The only way you’re going to get their Facebook password is to pry it from their cold, dead hands.

At least that’s the impression I got from the 24 comments on my earlier post (When Your Boss DOES Have the Right to Your Facebook Password) as well as dozens more culled from lively discussions on a number of LinkedIn groups.

Admittedly, the comments on LInked in groups like SMB IT Connection and Publishing and Editing Professionals are most likely coming from a self-selected group of Web leaders and technology and content professionals. That’s who reads ReadWriteWeb, and that’s also who belongs to the LinkedIn groups where I posted my original story. I don’t disagree, but it’s ironic that the most sophisticated techies, the ones most involved in pursuing their business and personal lives online, are the most adamant that the two never, ever get mixed.  More…

2012 Management Conference – Accommodations Now Available

Hotel Blake, South Loop, Printer’s Row
500 S. Dearborn Street
Chicago, IL 60605
USA

Phone: +1 (312) 986-1234
Website: http://www.hotelblake.com

The Hotel Blake is located conveniently close to our conference venue – less than a 5 minute walk away. The Hotel Blake has extended to us a special rate of USD 139.00 per night (+tax) for a room that will accommodate one or two people. This rate will be offered, subject to availability, for bookings received before 4 June 2012. Book early to ensure the special rate. Please contact Hotel Blake directly at +1 (312) 986-1234 and ask for the Common Ground Publishing group rate. Please quote the reservation code “Common Ground Publishing” when calling to make your reservation. Reservations and payment will be handled directly with the Hotel Blake. Reservations can be made through the following link:

http://www.wyndham.com/groupevents2011/ordhb_mgmtconfcommon/main.wnt

For more information on the 2012 Management Conference please visit our website.

Helping Managers Find, and Fix, Their Flaws

By Natasha Singer via The New York Times

Many management coaches teach executives specific skills toward becoming better mentors, delegators or supervisors.

Not the minds at Minds at Work, in Cambridge, Mass. The company, founded by Robert Kegan, a professor at the Harvard Graduate School of Education, and Lisa Lahey, a development psychologist who also teaches at Harvard, guides executives through a step-by-step process of self-examination and gradual behavioral change.

The program is based on the idea that, like dieters with a weakness for doughnuts, many executives want to change but behave in ways that impede their progress. So, rather than teaching technical skills, Minds at Work gives managers structured exercises to help them pinpoint the ingrained habits and beliefs that are undermining their goals.

One manager who says she wants to be a better delegator, for example, may be taking over projects at work because deep down she fears that her staff isn’t up to the task, Dr. Lahey says. Another manager may also say he wants to delegate more, even as he hip-checks his staff off of projects lest they do a better job and outshine him. These kinds of self-protective habits make people resistant, or “immune,” to change, she says. More…

Waving a Big Stick

Courtesy of The Economist

“I DON’T like quotas, but I like what quotas do,” says Viviane Reding, the European Union’s justice commissioner. A year ago she invited publicly listed firms to sign a pledge to increase the proportion of women on their boards to 30% by 2015 and 40% by 2020. If there was no significant progress within a year, she said at the time, “you can count on my regulatory creativity.” So far only 24 firms have signed.

So on March 5th Ms Reding (pictured) announced the launch of a three-month public consultation to ask what kind of measures the EU should take to get more women into boardrooms. The commission will then decide on further action later this year. There is no mention of quotas yet, but the consultation document seems to be paving the road to them. Among other things, it asks: “Which objectives (eg, 20%, 30%, 40%, 60%) should be defined for the share of the underrepresented sex?”  More…

Groupthink: The Brainstorming Myth

By Jonah Lehrer via The New Yorker

In the late nineteen-forties, Alex Osborn, a partner in the advertising agency B.B.D.O., decided to write a book in which he shared his creative secrets. At the time, B.B.D.O. was widely regarded as the most innovative firm on Madison Avenue. Born in 1888, Osborn had spent much of his career in Buffalo, where he started out working in newspapers, and his life at B.B.D.O. began when he teamed up with another young adman he’d met volunteering for the United War Work Campaign. By the forties, he was one of the industry’s grand old men, ready to pass on the lessons he’d learned. His book “Your Creative Power” was published in 1948. An amalgam of pop science and business anecdote, it became a surprise best-seller. Osborn promised that, by following his advice, the typical reader could double his creative output. Such a mental boost would spur career success—“To get your foot in the door, your imagination can be an open-sesame”—and also make the reader a much happier person. “The more you rub your creative lamp, the more alive you feel,” he wrote.

“Your Creative Power” was filled with tricks and strategies, such as always carrying a notebook, to be ready when inspiration struck. But Osborn’s most celebrated idea was the one discussed in Chapter 33, “How to Organize a Squad to Create Ideas.” When a group works together, he wrote, the members should engage in a “brainstorm,” which means “using the brain to storm a creative problem—and doing so in commando fashion, with each stormer attacking the same objective.” For Osborn, brainstorming was central to B.B.D.O.’s success. Osborn described, for instance, how the technique inspired a group of ten admen to come up with eighty-seven ideas for a new drugstore in ninety minutes, or nearly an idea per minute. The brainstorm had turned his employees into imagination machines.  More…