May 2008

Katzenbach Partners releases "Energizing Employees in Recessionary Times"

Cost-cutting efforts could be a reality for some time to come. One dimension of cost-cutting is often disregarded—the critical need to ensure cost cuts occur in ways that obtain positive emotional commitment within the context of the culture.

April 10, 2008

U.S. healthcare discussion misses key point: customer service

Americans demand healthcare service and will switch providers to find better care. Poor service can drive patients out of the system and hurt healthcare organizations. To improve service, providers must do more than talk about care: they must become "empathy engines."

November 2007

Note to Healthcare Providers: Improve Service or Your Customers May Walk

Katzenbach Partners research shows the importance of empathetic customer service in the healthcare industry.

August 2007

Katzenbach Partners releases "The Economic Value of Diversity"

How does diversity affect the bottom line? By viewing diversity as a quantifiable asset with a measurable ROI, we developed a rigorous method for assessing diversity investments.

July 23, 2007

Fortune asks, "What's your OQ?" and tells the Bell Canada story

Smart companies are using the power of the informal organization to bring about change, retain talent, and improve collaboration. This article introduces our work on the informal organization and describes how we helped Bell Canada change from within.

July 2007

Katzenbach Partners releases The Informal Organization

People connect in ways that no org chart can convey. Those connections are how work gets done and how real change occurs. But often they are left to chance. A well-developed informal organization can drive innovation, cross-functional collaboration, constant improvement, and customer service.

July 30, 2007

Katzenbach Partners survey of U.S. workers indicates vital role for the informal organization

Most workers in big companies (65%) rely on one another, not management, to solve problems...and many (37%) ignore company rules because they have a better way to get things done. The informal organization is where most employees turn to find job satisfaction - and to make their companies succeed.

June 15, 2007

Tim Galpin and Mark Herndon release updated edition of The Complete Guide to Mergers and Acquisitions

Katzenbach Partners Senior Fellow Tim Galpin and co-author Mark Herndon lay out a practical, field-proven program that works for both senior managers and line managers.

January 17, 2007

"The Empathy Engine" calls for a major shift in thinking about customer service.

Many accepted ideas about customer service are wrong and are costing companies customers and profits. Companies must take an organization-wide approach to providing service to their customers.