Articles


Chaos, Compliance and Excellence

If your journey requires unlearning something along the way, then either you have taken a wrong turn, or your map is wrong. In this article I examine three models of the relationship between the Business Excellence and “Command and Control” management paradigms.   1. Business Excellence as an extension When I first heard about Business […]

Compliance culture seen as one alternative path

Net Promoter Score (NPS)

One Number You Need To Forget

How accurate does a fortune-teller need to be to lure us into the belief that they have genuine abilities? If we want to believe, and hear what we’d like to hear, not much at all. A quantitative performance indicator should accurately reflect changes in business performance over time. Net Promoter Score (NPS) was devised over a decade ago and remains popular despite serious flaws.