RSSAll Entries in the "Mgmt 4.0" Category

Why products get better and service gets worse

Service standards are really a means of avoiding accountability CALGARY, AB, Jul 17, 2012/Troy Media/ – Remember when getting a 100,000 miles of your car was considered a miracle of sorts? Those invited to bear witness performed the ritual of peering into the driver side window to confirm all those zeros on the odometer. The

Read More…

Are You Satisfied?

How your voice is corrupted in citizen satisfaction surveys CALGARY, AB, Jun 18, 2012/ Troy Media/ Some years ago, the City of Calgary conducted a multi-million dollar effort to engage citizen’s in the development of a new transportation strategy. The Go Plan used consultations, focus groups, workshops and polls to engage citizens and gather feedback.

Read More…

science matters

There is a difference between BS and a BSc. People are beginning to say so. CALGARY, AB, May 18, 2012/ Troy Media/ “All life is an experiment. The more experiments you make the better.” wrote Ralph Waldo Emerson. That’s because learning only happens through experiment, through trial and error and the testing of ideas and

Read More…

Political con-munications

In war, the first casualty is truth. In politics, it never sees life. CALGARY, AB, Apr. 17, 2012/ Troy Media/ In the midst of the robocall scandal Post-media columnist Andrew Coyne tweeted that “everyone in politics is trying to con you one way or another.” Response from Canadians was supportive. Disagreements come, not surprisingly, from

Read More…

Never trust a statistical ranking

Measuring education system performance CALGARY, AB, Mar. 13, 2012, Troy Media/ – It’s that time of year when across North America we begin reporting on the performance of the educational system. In Canada, the Fraser Institute’s rankings of schools was released recently to much fanfare in the media. This hasn’t gone over well with everyone.

Read More…

Alberta health review gets one small piece of the puzzle right

The review will now go through the political wringer CALGARY, AB, Mar. 6, 2012, Troy Media/ – A year ago, I authored The Decline of Health Services in Alberta, an analysis of the issues plaguing Canadian health care, drawing heavily on examples from Alberta. That report concluded nothing will improve in the health care system

Read More…

Curing health care

Our health care issues won’t be solved by yesterdays thinking CALGARY, AB, Feb. 15, 2012/ Troy Media/ – With all the talk of healthcare recently, people can be forgiven for thinking something is being done to address issues plaguing the system. There is some good news. The Federal governments’ new laissez-faire approach to funding, and

Read More…

The Cult of Statistical Significance - Simplified

The Cult of Statistical Significance – Simplified

Converge Consulting Group clients have heard us talk about the misuse of statistical significance testing, specifically, using statistical significance as a test for practical importance or material significance. This is the reason why so much employee, customer and operational research gets the answers so wrong, so often, amounting to little more, and often less, than junk

Read More…

    Why products get better and service gets worse

    Posted on: 2012-07-25


    Service standards are really a means of avoiding accountability CALGARY, AB, Jul 17, 2012/Troy Media/ – Remember when getting a 100,000 miles of your car was considered a miracle of sorts? Those invited to bear witness performed the ritual of peering into the driver side window to confirm all those zeros on the odometer. The

    Read More…


- More From Our Blog-