Archive | quality

The Cooties Heuristic

When I first moved to California, I had the choice of renting a 700 square foot apartment for $650 per month or an 850 square foot apartment for $550 per month. Both were in the same building. The larger and less expensive one even had a better view. I was puzzled by the bargain until…

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Lawn Activities, Yard Outcomes

Performance management continuously invades my personal life, whether it’s on airplanes, during mentoring, or at Thanksgiving dinner. Here’s another example: Not long after I moved into my previous house, a friendly neighbor came over to welcome me to the block. Amid advice on local stores and restaurants, he pointed out that my front lawn wasn’t…

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Manage by Flying Around

Since the title of this blog is manage by walking around, kudos to Haruka Nishimatsu, the president and CEO of Japan Air. According to a CBS News article, he practices management by walking flying around: “If management is distant, up in the clouds, people just wait for orders,” Nishimatsu told CBS News through a translator….

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Understanding Quality in Performance Management

In my experience, most people don’t really understand how to track quality in a performance management system. Over the years, I’ve seen the strategic objectives and KPIs for dozens of organizations; large and small, commercial and public sector, US and International. I’ve previously claimed customer satisfaction is one of the most used – and least…

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