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“It’s okay to admit what you don’t know. It’s okay to ask for help. And it’s more than okay to listen to the people...

In the turmoil of organizational change, there is a simple but often overlooked rule: authority is no longer measured by the confidence with which we assert our knowledge, but by the clarity with which we recognize what we do not know (The Dunning-Kruger effect: when lack of expertise breeds certainty). It is in this context that a quote from Mary Barra, CEO of General Motors, invites us to revisit the fundamentals of leadership as opposed to reflexes of control, posturing, and feigned expertise. "It’s okay to admit what you don’t...

An organization that is out of sync, irritant #13 of the employee experience

The company's worst enemy is not its competitors but time. Time to understand, time to decide, time to act, time to solve a problem....

Sharing is not delivering

Summary : one of the most counterproductive usage of email is upward delegation. A polite way to say "passing the monkey to a colleague"....

Are we challenging the right silos ?

Summary : silos are a well known harm enterprises are trying to get rid of. But, in organizations that need to be deeply connected...

Don’t confuse enterprises without managers with without management

Summary : we talk a lot about the cases of enterprises without managers, praised for their agility and their effectiveness. Businesses show interest for...

Tomorrow’s businesses need strong processes and deep automation

Summary:Tomorrow's business will give people and their peculiar skills a good deal to increase overall performance. Creativity, problem solving, exception handling...everything that has nothing...

Intangible objects and abstraction at work : the need for a case centric environment

Summary : If we try to understand what work is actually in the knowledge economy, it appears that it's mainly about handling, gathering and...

Social media and customer service : don’t make exceptions become mainstream

Summary : when an enterprise invests in social media to improve its customer service it may think that a good indicator of success would...

Customer service : avoid being the victim of you social media success

Summary : while some businesses are puzzled towards the lack of success of their customer service initiatives on social media, others are trying to...

Trying to solve a business problem ? Don’t start with a social media plan !

Résumé : even if maturity on social media is increasing, we still hear to many incantations like "if you dont' use social media you're...
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