Can Government Act Like the Waldorf Astoria?

Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system.  With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read more

Reducing Social Harm in the ICU

An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in an ICU setting. The results show that many patients, though made well by procedures performed on them, end up still be emotionally troubled and traumatized after the experience. In fact, about a quarter of ICU … Read more

New Book! Disney, Leadership & You

I’m excited to announce that my newest book, Disney, Leadership & You, will be premiering at the D23 conference next week. I’ll be doing an exclusive book signing at Disney’s D23 Expo on Friday, July 14th, from 2-3 pm. You’ll find us in Exhibit Hall A/Booth 301E. It’s sponsored by the Annette Funicello Research Fund, … Read more

Is Quality Guaranteed?

In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality Guaranteed.” “Quality Guaranteed” is such an overused statement. It usually is used as a gimmick to get you to go with doing business with an organization. Seldom is it really meant. If I found an … Read more

Harley Davidson: Six Shift Points of Great Customer Service in Retail

Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes, you have six shift points. But at Orlando Harley, their six shift points refer to something else as well. … Read more

Blue Sky Goals

Blue Sky Goals

Goal setting is so important. But in truth, there are many types of goals. In the next few posts, we’ll look at different types of goals. Today we’ll look at the biggest of them all, Blue Sky Goals. Perhaps no one said it better than this man: “Make no little plans; they have no magic to stir … Read more

Forget Moving Cheese…Move Some Ladders!

This week, I want to share an blog post written by Alex Berger. His post is a classified website that serves an intelligence agency. But he has willingly allowed me to re-share the post on this site. It’s a great story, with important messages. This is written in his words. Thanks Alex for sharing! “Several … Read more