Chapter 12

Tried and True Diagnostics

This chapter briefly touches on a few of the consulting and standards-based methods that have been available for years via high-priced consulting firms to the largest corporations and agencies, with their deep pockets. My friend and colleague Michael Zepponi, long-time turnaround specialist and small business banker has coined a term that I like very much: “business-craft” (Michael Zepponi personal communication 2014). This is in recognition that there are skills and knowledge that make a lot of difference in leading and managing an organization, and that these are different from the expertise required to perform the work that delivers direct value to the customer. It is important to understand business-craft ...

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