Blog

An ode to EPA: My current sustainability work

With the EPA and environmental protections under serious fire, I feel compelled to speak out.  However, instead of adding to the arguments, I thought I'd show you what some of my research in sustainability and environmental health looks like.  A researcher at SUNY Albany and I recently submitted this abstract to the 2017 ISIE-ISSST conference. Assessing … Continue reading An ode to EPA: My current sustainability work

Strategic planning in the dark

I once conducted a post-mortem review of  a "strategic planning" survey at a large government agency.  An internal committee spent months preparing it.  Popular organizational development tools like SWOT analysis were incorporated.  It was administered to well over 1000 sector employees.  There were  websites and webinars explaining the overall aims, the types of responses that were being sought for each … Continue reading Strategic planning in the dark

Do techies or people people make better customer service reps?

  We all wish for the ideal customer service rep:  that Bill Gates-Mother Teresa hybrid who can solve the trickiest product issue while soothing the soul of the most distraught crying customer.  Unfortunately most people tend to be better at one of these skill sets over the other.  That doesn't mean you have to compromise … Continue reading Do techies or people people make better customer service reps?

(The) key (to) words

How much do you know about what words do in your organization?  ...or about what they're doing to your organization? ...or about how you can harness them to work better for your organization? Are they typed hastily into an electronic health record to capture an emergency department patient's chief complaint? Are they texted and tweeted as real-time disaster event updates or unsolicited product … Continue reading (The) key (to) words