#QualityMatters

Episode

Ep 62 – Rising to Meet Expectations

People Will Meet Your ExpectationsSo be careful what you wish for, you just might get it. Story of self-fulfilling prophecy from England when a computer mixed up the “bright” and “dumb” kids.  The teachers taught according to the report and when admin found the error, they retested them.  Results found that the actual group of

Episode

Ep 61 – Learner Controlled Systems

Covey was asked to consult on a project with a large banking institution.  They needed to evaluate and improve their management training program.  At the time, they selected college graduates and put them through two-week assignments in each of the 12 departments, creating a 6-month training program.  At the end of the 6 months, the

Episode

Ep 59 – Tale of Two Managers

I think it’s safe to say we’ve all had an unpleasant car repair experience. In this episode, we share an experience we had, but through the lens of leadership vs. management. Within the same company, the manager was lacking, but the leader was not. We really aren’t using our platform to complain, although it’s a

The 7 Habits of Highly Effective People
Episode

Ep 57 – Mission Statements and Why They Matter

Mission statements aren’t meant to be generic words to fill a checkbox.  Listen in as we continue our mini-series on The 7 Habits of Highly Effective People and share Covey’s experience with a hotel chain and their mission statement.  In “Seven Habits of Highly Effective People” Steven Covey checked in late to his hotel where

Episode

Ep 55 – Borrowing Strength – a Seven Habits episode

Borrowing Strength – a Seven Habits podcast.  The simple fact is that you have very little control over others, but you have enormous control of yourself.  So what to do when you need to influence the behaviors of others?  It’s a tough one. It boils down to really, we just have three options.  We can

Episode

Ep 54 – A Study on Starbucks

Starbucks started in 1971 and Howard Shultz joined in 1982 with the intent to make Starbucks the 3rd space, somewhere between work and home, but lets be honest, something has gone wrong since Shultz left in 2000.  In the 80’s and 90’s you could get a REAL ceramic cup, but you know nothing says stay

Episode

Ep 53 – What Gets Measured Gets Done

“What Gets Measured Gets Done” that sums it up.  So what you measure matters.  Be aware that folks will sacrifice their time, their effort, and your customer’s time and effort, so be certain your measures that your people are held accountable to drive not just the results but the behaviors to get there while supporting

Same Walton, Walmart & Start with Why
Episode

Ep 52 – Sam Walton’s Walmart & Start with Why

“If you are not taking care of your employees, people are not going to buy into it.” In today’s episode we are exploring why so many of us get an “icky feeling” where we maybe don’t get at others like Target or Costco.  Seems there is some basic trust that has been broken, and we

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