There is a fascinating new book available titled “The Wisdom of Crowds” by James Surowiecki.  In what appears to be a counter-intuitive line of argument, the author proposes that if you want to make a correct decision or solve a problem, large groups of people are smarter than a few experts.  The book cites various

Sometimes people misinterpret the latest thinking on leadership. And this can be easy to do – much of what we read on leadership promotes the need to empower people, and to involve them in decisions. Steve Simpson has a different view however… Recently, we decided that some extra space needed to be created in my

One of the exciting aspects of work is its capacity to help us learn from others. That very opportunity can also be a hazard however, if the collective thinking of an organisation acts to stifle. Here’s an example… A few years ago, I was involved as a judge in the Australian Customer Service Awards. On

‘Unwritten Ground Rules‘ (UGRs) are a way of understanding and managing a service culture. A study reported by Business Intelligence (1999), reinforces the power of corporate culture and change management…. A survey by Business Intelligence in 1999 (www.business-intelligence.co.uk/default.asp) unearthed some interesting findings about ‘Culture and Change Management’. Based on a survey that achieved responses from