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Operational Excellence in 8 Steps: The CapStat Performance Management Program

Posted on December 15, 2014 at 11:00 PM

One of the favorite jobs I have had was running the CapStat performance management program for Mayor Fenty of the District of Columbia. CapStat was the performance management program Mayor Fenty launched to assess the quality of services delivered by the $10 billion local District of Columbia government. CapStat was inspired by other “Stat” syste...

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Improve your Meetings in Four Steps with Data: The Meeting Process Score (MPS)

Posted on November 15, 2014 at 10:50 AM


Done well, staff meetings, board meetings and other recurring get-togethers can be an essential part of great management. Done poorly, they can be costly, counter-p...

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Five Management Lessons from Istanbul Airport

Posted on October 15, 2014 at 11:35 AM


Istanbul is a major crossroads of the world. Maybe THE crossroads of the world. East meets West. Asia meets Europe. Istanbul’s main international airport (IST) lives up to that reputation as well. I recently traveled to Istanbul and was impressed by many things I saw in the modern and clean airport. First, I was impressed at how eclectic a mix of ...

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Avoid the Transparency Trap: Do Transparency Right in your Organization

Posted on September 16, 2014 at 12:05 AM


“Transparency” has become a hot buzzword over the last several years among business leaders and consultants. I have found, however, that the definition can vary between the organizations producing goods and services and their customers. For the producers, they may think this means being completely open and showing everything they do. Proud f...

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Use the Age of Oldest Case (AOC) Metric to Prevent Customers from Falling through the Cracks

Posted on June 16, 2014 at 12:25 AM


If you manage an operation that processes individual requests, cases or such that typically take a day or more to complete, you probably track a lot of metrics. Things like average completion time, percent completed within a goal time, etc. are typical p...

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