Who Is Accountable for “The Customer Experience”? Maybe Not Who You Think

By Michelle Malay Carter on September 13, 2009 

Customer Experience Surveys As an add on to my thoughts about scapegoat syndrome, I wanted to add a caution around data derived from customer experience surveys.? Are you measuring what you think you are measuring with these surveys? As Much about Systems as Customer Service When you ask a customer how their experience with your […]

Filed Under Accountability, Employee Engagement, Organization Design, Requisite Organization, Talent Management, Work Levels | 7 Comments

Esther Dyson, Thought Leader on Engagement, Leadership, and Accountability

By Michelle Malay Carter on June 29, 2009 

I read Art Kleiner’s strategy+business interview with Esther Dyson, a thought leader in the field of high tech innovation.? Some thoughts from this article parallel what I’ve been saying here at Mission Minded Management.? (Emphasis added) On Engagement “The really good marketers will become much more clever about what they do, and engage with people […]

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Requisite Organization Introduction Public Course – January 7, Raleigh-Durham, NC, USA

By Michelle Malay Carter on December 1, 2008 

For those of you interested in learning the fundamental elements of Requisite Organization, we’re having another public course.? Love to see you there! Quite a bit of what I write and rant is rooted in Elliott Jaques’ meta-model, Requisite Organization. On January 7th, I’ll be co-leading a short course on some of the basics of […]

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Organization Structure is a Business Initiative Not an HR Initiative

By Michelle Malay Carter on August 14, 2008 

Playing off a line from my last post, organization structure is a business initiative, not an HR initiative.? A Missing Collective Understanding I think executives underestimate the connection between organization design as well as all of an organization’s “people” systems, i.e. compensation, performance management, talent management, and organizational sustainability. When executives push down the accountability […]

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The Dangers of Promoting from Within – Avoid “Right Place at the Right Time” Promotions

By Michelle Malay Carter on May 21, 2008 

It’s a noble thing when organizations strive to promote from within, but this can really become a mess during times of explosive growth. HR’s Image Problem May Be Rooted in Promoting From Within In my last post, I eluded to the fact that this happens in HR quite frequently, and this may be why HR […]

Filed Under Employee Engagement, Executive Leadership, Organization Design, Requisite Organization, Strategy, Succession Planning, Talent Management, Work Levels | 7 Comments

Requisite Organization Training Course – June 4 – Raleigh-Durham, NC, USA

By Michelle Malay Carter on April 9, 2008 

Now that I’ve bashed training as nothing more than lipstick on a pig, I thought I’d offer some. Quite a bit of what I write and rant is rooted in Elliott Jaques’ meta-model, Requisite Organization. On June 4, I’ll be leading a short course on some of the basics of the model and their implications […]

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