I came across an article recently in which author Gianfranco Zaccai claimed he has “never seen innovation come out of a focus group“. Indeed, he claims that focus groups “kill innovation”. Strong words! I can understand where he’s coming from – creativity cannot be mandated or ordered.  Is it even possible to “generate” innovative [...]
Recently I used the services of a provider. I’ll keep their identity private – but I want to make their attitude public. I got an email from them yesterday that included the following : “In the spirit of openness and desire for continuous improvement in customer service, are there a few things you can [...]
In a 1991 film “The Doctor” William Hurt played the main role – portraying a doctor whose manner towards patients left a lot to be desired! His attitude began to change however when he was diagnosed with cancer and himself became a patient. This different perspective showed him just how badly many in the [...]
Last Sunday Kilkenny won the All-Ireland Hurling Final by defeating Galway. (If you don’t know what hurling is here’s a wonderful video introduction.) The match was a replay – the original game having been drawn in a gripping encounter three weeks previously. The replay had been eagerly awaited – the majority of pundits leaning [...]