One of the first items on a strategy and planning agenda is to articulate and ensure alignment on three foundational statements: mission, vision, and values. For organizations who have yet to develop these, it can be a challenging exercise. For those who do have them...
Joseph P. Truncale, Ph.D.
Truncale describes how one organization took a different approach to improving departmental conflicts, and the results were surprising.
While there is a great deal of wisdom in doing everything you can to keep your customers, there is also a growing understanding among business leaders that treating all customers the same is different from treating all customers fairly. The fact is that not all customers have the same level of...