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Pret a Manger Wants Happy Employees — And That’s OK

Last week, the front page of the <i>New York Times</i> carried an in-depth report on a “broad and transformative trend” in Russia. It had nothing to do with more democracy or less corruption. It had to do with better customer service — specifically, an intense focus inside Aeroflot, the infamous Russian …

What Strategists Can Learn from Architecture

Managers routinely claim that their strategic planning process creates large, detailed documents, but often little else. It’s as if the process serves no purpose other than to create the plan, and execution is somehow separate.<p>An approach that we think might work better would be to treat strategy …

Clay Christensen’s ‘Gwyneth Paltrow’ moment | Financial Times

Print this page<p>Who knew management gurus could be so noisy – or so emotional? Gather business academics together in one place and they are more …

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In 2012 the Boston Red Sox baseball club had its lowest winning percentage since 1965. So it’s no surprise that at the beginning of this season the …

Define Your Organization’s Habits to Work More Efficiently

We don’t often think about the way we usually operate at work, whether we’re performing an informal five-step process for evaluating a new proposal, or setting priorities for managing our time. But our ability to improve the ways we do things depends on defining and shaping our daily habits of mind …

How the Internet of Things Changes Everything

Currently in the business world we are witnessing something like the epic collision of two galaxies — a rapid convergence of two very unlike systems that will cause the elements of both to realign. It’s all thanks to the Internet of Things.<p>If you are not familiar with the term, the Internet of …

How to Listen When Someone Is Venting

Disclaimer: It’s probably not a good idea to read this before you eat.<p>I still remember how it felt when, as a medical student, I drained my first abscess in a patient. We called the procedure “I & D” which stands for “Incision and Drainage” (I told you not to read this just before you eat).<p>When you …