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The Hunting Party
My first book took six days to write and 51 years to collect. →
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The Current Collapse of Customer Service
Why it’s happened and how to fight back using the very machinery that broke it. Last week I sent this email. Paraphrased and trimmed, but faithful:… →
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Star of the Week
How a well-meant ritual taught me that the system influences how people behave, and that the why has to travel with the what. The meeting Thirty… →
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Everyone Chasing the Ball
Or positioning is what wins during periods of change. At school break time, football rarely looked like football. Someone produced a ball, jumpers became goals, and… →
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Lean, The Missing Stabiliser
How teams overcorrect after a shock, and why lean brings them back. My first business started in 2003 with almost nothing. Five years of experience in… →
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The Case Against Documentation
And one of the many things I learned through the medium of LEGO. Sometime around 2010 or 2011, a major UK broadcaster decided it was going… →