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Publications Firm members have published their insights in leading business and mainstream publications, including The Harvard Business Review, MIT Sloan Management Review, The Wall Street Journal, The Financial Times, Forbes, and USA Today. Featured:
July 14, 2008
Traci Entel and Jenny Machida
Traci Entel and Jenny Machida, authors of "The Empathy Engine: Achieving Breakthroughs In Patient Service," write about how healthcare organizations can improve care and raise their bottom line by providing personal touches.
May 2008
Jon Katzenbach and Paul Bromfield
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
Traci Entel, Nathan Huttner, and Jenny Machida
When healthcare players transform themselves into Empathy Engines, they not only improve patient satisfaction but create opportunities to improve the quality of care, increase employee engagement, reduce costs, and achieve breakthroughs in organizational performance.
Vol 9 No 2 2008
Timothy Galpin
Tim Galpin lays out the hard truths and key things to get right when managing - or repairing - a merger.
March 2008
Saj-Nicole Joni and Damon Beyer
Tension is an essential component of the architecture of high-performing organizations. Using tension productively, so that employees are neither complacent nor overwhelmed, requires 3 key skills: picking the right fights, leveraging informal networks, and developing proactive leadership skills.
February 28, 2008
Traci Entel
Traci Entel, author of "The Empathy Engine," writes about the importance of delivering locally tailored service, and what companies such as Starbucks, Barnes and Noble, and Macy's are doing to provide it.
January 17, 2008
In this BusinessWeek case study, Niko Canner analyzes Cognizant's organizational evolution to a "two in a box" structure.
August 2007
Jack O'Kelley and Kenny Kurtzman
This white paper introduces a rigorous process that can be applied comprehensively across a company to determine the ROI of diversity initiatives in four critical areas: workforce, suppliers, customers, and the community.
July 2007
Find out how the informal organization can drive innovation, cross-functional collaboration, constant improvement, and customer service.
July 2007
Zia Khan and Nick Smith
What does the change mean? What do I need to do differently? How do I get there? By answering these questions, communities of practice play a vital role in transforming corporate strategy into meaningful action on the front line.
December 2006
Traci Entel, Sarah Grayson and Nathan Huttner
Strategic service is not just about how an individual representative reacts to an individual customer; it's about how the company as a whole reacts to its customers.
September 2006
Damon Beyer
This article forecasts a dramatic shortage of technical talent in the energy exploration and production industry and describes how companies can make talent management a strategic priority, drawing on innovations in place at Slumberger and BP.
May/June 2006
August Vlak
CEO transitions are increasingly common and high-stakes, but most boards do not prepare sufficiently to meet these challenges. Gus Vlak provides guidance.
December 1, 2005
Vijay Govindarajan and Chris Trimble
Senior Fellow Chris Trimble, along with coauthor Vijay Govindarajan, explain how established organizations can build breakthrough new businesses. In 2006, the Wall Street Journal published a top ten book list that included Ten Rules alongside Freakonomics, the Tipping Point and Blink.
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