ISPI Performance Digest
Feb. 19, 2013

Are you solving the right problem?
Harvard Business Review
"If I were given one hour to save the planet, I would spend 59 minutes defining the problem and one minute resolving it," Albert Einstein said. Those are wise words, but most organizations don't heed them when tackling innovation projects. Indeed, when developing new products, processes or even businesses, most companies aren't sufficiently rigorous in defining the problems they're attempting to solve and articulating why those issues are important. Without that rigor, organizations miss opportunities, waste resources and end up pursuing innovation initiatives that aren't aligned with their strategies. More

Performance architecture: The hidden value of service recovery
In their years of experience as Performance Architects, Roger Addison and Carol Haig know that without a solid service recovery process in place, organizations stand to lose customers, employees, reputation, and market share. How they respond to mistakes is what separates service leaders from other organizations. In their Column this month, they provide a useful list of components necessary for designing a responsive service recovery process. Download PDF.

Editor's note: Authors Roger Addison and Carol Haig are CPTS, ISPI Honorary Life Members and recipients of ISPI's Distinguished Service Award. Dr. Addison is also the recipient of the Thomas F. Gilbert Distinguished Professional Achievement and Geary Rummler Award for the Advancement of Performance Improvement. Both Addison and Haig are part of the faculty team for the Principles and Practices Institute offered prior to the ISPI Performance Improvement Conference. More

Double loop learning: The cognitive technique successful people use
American Express OPEN Forum
In our work life it's not a question of "if" we'll face adversity; it's more of a "when." In the 1970s, Chris Argyris, a business theorist at Harvard Business School, explored what successful people do when faced with obstacles.More

How can you get there if you can't see it?
The Robin Report
We are immersed in a data-driven environment and increasingly dependent on metrics and tools to measure and monitor our businesses. But most of us are willing to admit that transforming data into valuable insights is an ongoing challenge. More

Winning formula
Supply Business
Novartis is a massive company. Being on its Swiss campus is like being in a mini city. Its scale means the prize of procurement working closer together is huge — but so, too, is the challenge.More

Evernote's CEO shares his favorite productivity tricks
Evernote is a free, cross-platform app does just about anything you could want to stay productive — note-taking, task management, Web page archiving, recipe storage and more — and has collected a dedicated fan base since launching in 2008. How does CEO Phil Libin stay organized and get things done?More