The Lesson Learned from the Scallop and the Grain of Sand

Originally published on January 30, 2014 in the Philadelphia Business Journal.

I recently sat at a sushi bar eating lunch when I noticed a man who was apparently the owner and chief chef carefully inspecting the scallops that were to be sliced up and served that evening.… Continue Reading >

Please Give Me a 10: How Good Measurements Hurt Customer Satisfaction

Originally published on December 23, 2013 in the Philadelphia Business Journal.

Managers know that systems for measuring performance are foundational for leading teams that perform well. However, the existence of a rigorous system for measuring performance does not guarantee that performance will improve.… Continue Reading >