This case study examines how to recognize the desire for change and harness that energy to build and steward the development and implementation of a Service Excellence Strategy that yields concrete results and sustains the momentum required for long term success.
This article synthesizes my experiences in developing a Sustainable Leadership Development Framework. This framework moves through four stages that help build and ground the implementation of an organization’s leadership development strategy through a vision and strategic steps that result in lasting organizational culture shifts. Examples of wise practices will be given to highlight the key concepts of this framework so that you too can use these strategies to increase the potential of leadership sustainability in your organization.
In my consulting work over the last 25 years, I've seen a significant shift in the role of coaching in the workplace. During this time, coaching could not remain static. It had to evolve to accommodate the many changes and disruptions we have seen in the business world, such as new technologies, the globalization of markets and competition, the rapidly increasing pace of change, and new demands on employees to work faster, smarter and be more productive more efficient and effective.
This case study describes how a team of organizational development (OD) and human resource (HR) specialists worked as partners with the City of Ottawa’s operational and shared services leaders to change the way all City employees provide service excellence. Beverley Patwell (an external OD consultant), Donna Gray (Director, ServiceOttawa Department, City of Ottawa), and Steve …