Category: Articles
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Creating Smart Customer Service Representatives
Like many organizations today, Cabletelco Corporation*, a major developer and operator of broadband cable networks, serves its customers via call centers — physical and…
Pea Beans in Ethiopia: Challenges of Creating New Business Models for Sustainable Livelihoods
Ethiopia is a wonderfully unusual place in Africa. It has never been colonized, only occupied by the Italians during World War II for about…
Actions Speak Louder than Words: Understanding the Power of Symbolic Action
Does your company struggle with customer satisfaction? Do your employees fully engage with the mission and values of your organization on your customers’ behalf?…
Systems Learning for “Error-Free” Performance at Colonial Pipeline
Colonial Pipeline Company, headquartered in Atlanta, Georgia, operates the largest-volume refined petroleum products pipeline system in the world. Stretching from Houston, Texas, to Linden,…
Rising from the Ashes of Digital
Ask three people who worked for Digital Equipment Corporation (Digital or DEC) what went wrong during the rise and fall of one of America’s…
“Staging” a Comeback at Unilever
Over the past couple of years, O some brave souls in the business world have started to talk about the link between personal growth…
Failing the Test
The National Assessment of Education Progress (NAEP), a program of the United States Department of Education, has been tracking academic performance for 30 years,…
The “Infectious” Spread of Change at Nortel Networks
Transforming a large, successful organization with facilities around the world to meet the needs of a changing market is a challenging undertaking. But several…
Pulling the Andon Cord: Toyota Responds to Challenge and Change
Toyota’s recent—and highly visible— troubles have generated a lot of buzz, mostly on the general theme that Toyota has lost its way and become…
When Technology Alone Isn’t Enough: Rediscovering the Social Nature of Learning
Why can millions of people successfully operate a relatively complex piece of heavy equipment — an automobile — while few seem capable of getting…