Where operations meets leadership.
Practical thinking on how organizations really work: leading people, improving processes, and bringing in new technology without losing the people who make it work. Written by Joe Garcia, Ed.D., after more than two decades running operations.
Latest article · October 26
Why New Systems Fail After Go-Live
Vendors train people on how the technology works, not on how the organization will work with it. Research has pointed to this gap for decades, and AI makes it more urgent.
Topics: Leadership & Accountability Process Improvement Technology & Change Workforce & Engagement Communication Customer Operations Workplace Compliance
Latest articles
-
Five Employment Law Mistakes Supervisors Make Without Knowing It
Most employment law risk does not come from policy. It comes from everyday supervisor decisions. Five common mistakes, explained in plain language,…
-
Scorecards That Measure the Wrong Thing, and Why AI Raises the Stakes
A team can hit every scorecard target and still lose its competitive edge. Now that AI can build a polished scorecard in…
-
What Focus Groups Tell You That Surveys Don’t
Surveys tell you what employees feel; focus groups tell you why. Treated as an investment and followed by action, listening reduces turnover…
What happens to leaders when new technology arrives?
That was the question behind my doctoral research. I followed the managers of a university call center through the launch of a new reporting system: what got better, what didn’t, and what leaders can learn before their next rollout.
The findings shape much of what I write here about change.
Joe Garcia, Ed.D.
Ed.D., Organizational Leadership
M.S., Employment Law, magna cum laude
MBA, Graduate Certificate in Leadership
B.S., Business Administration; Bachelor’s, Computer Science
A community for the people who keep organizations running.
Every article here ends with a question, because the best answers usually come from people doing the work. Membership is free, and I review every application personally.
1
Join the discussion on every article and compare notes with practitioners facing the same problems.
2
Build a profile that shares your experience, with full control over what other members see.
3
Find peers by industry and role in a private, members-only directory.
Get new articles by email
One email when a new article is published. Nothing else, and you can unsubscribe anytime.