Blog
The shortcuts that save one person time often cost everyone else.
When one person's knowledge becomes everyone else's bottleneck.
Why one simple assumption quietly creates inconsistency throughout an organization.
The problem you can see isn't always what's hindering the results.
The longer I do this work, the fewer things I'm absolutely certain about. This is the list.
High performers often make broken systems look like they're working.
It's just common sense.
Customer experience starts long before the sale.
The way you see the world isn't always the way everyone else does.
What works at one stage often breaks at the next.