CMM & Organizational Process Maturity

Beside my desk is a picture of a skyscraper that is under construction to remind me that every impressive work of architecture goes through a maturation process.  I printed the picture to bring to my start-up company’s first annual holiday party. The purpose of the picture was to make a … Continue reading

Moments of Truth – Examining Your Organization’s Customer Service

Have you ever been frustrated with customer service at a big bureaucracy, such as the Department of Motor Vehicles? Every interaction between people within an organization creates an impression in the minds of all who witness the interaction. These “moments of truth” are snapshots that reveal the character of an … Continue reading

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