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Continue reading →: Modernizing the Balanced Scorecard
We covered Kaplan and Norton’s (1996) Balanced Scorecard in my ISAT 654 (Advanced Technology Management) class at JMU a couple weeks ago. Appropriately, the students recognized that the research into balanced metrics and the strategy maps underlying the method is nearly 20 years old. Hasn’t the Balanced Scorecard been modernized…
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Continue reading →: The Origins of Just-In-Time
A couple weeks ago, the students in my ISAT 654 (Advanced Technology Management) class at JMU asked about where and when Just-In-Time (JIT) manufacturing actually started in the United States. Although I still can’t identify the FIRST company to adopt this approach, I was also curious about how the adoption…
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Continue reading →: You’re Not Your Own Authenticity
In yesterday’s post defining authentithesis, I remarked about how easy it is to observe lack of authenticity in others, but difficult to be objective in self-assessment. Today, I discovered that the Harvard Business Review’s December 2005 issue has some light to shed: While the expression of an authentic self is…
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Continue reading →: Authentithesis
If you’ve read any of my other posts, especially the most recent one on authenticity in customer service, you’ve probably gathered that I have a high degree of respect for personal authenticity as a dimension of quality. After all, according to ISO 8402, quality is the “totality of characteristics of…
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Continue reading →: Getting to Great: Authenticity in Customer Service
A Facebook friend wrote a status update yesterday that caught my eye. He was ranting about an interaction he had with a customer service rep, saying “Does ‘customer service rep’ mean liar nowadays? They B.S. so much they should be in politics. And returning phone calls? Forget it.” His experience,…
Hello,
I’m Nicole
Since 2008, I’ve been sharing insights and expertise on Digital Transformation & Data Science for Performance Excellence here. As a CxO, I’ve helped orgs build empowered teams, robust programs, and elegant strategies bridging data, analytics, and artificial intelligence (AI)/machine learning (ML)… while building models in R and Python on the side. In 2025, I help leaders drive Quality-Driven Data & AI Strategies and navigate the complex market of data/AI vendors & professional services. Need help sifting through it all? Reach out to inquire – check out my new book that reveal the one thing EVERY organization has been neglecting – Data, Strategy, Culture & Power.
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