Customer Advocacy in Government

It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

Defining Award, Reward, and Recognition

Accountability never succeeds without making work consequential. And part of making performance matter is in providing for reward, award, and recognition. For our purposes, we define these terms as follows: Reward: The benefits obtained as a result of an action taken or a job well performed. Such rewards can be both extrinsic (such as a … Read more

A Trucking Company With Values?

It’s hardly imaginable that a large trucking company like Con-way would really bother with promoting values. You would think that it was all about efficiency and the bottom line. But they have gone to great lengths over the years to establish a culture that fosters excellence. Their values are: Safety Integrity Commitment Excellence As such, … Read more