Illusion of Control – You never had it

I recently had a conversation with a functional manager that was concerned with the transition of her organization to agile.  It wasn’t any tool or process or the manifesto but the perceived lack of control.  She wanted to know how to maintain the illusion of control.  “How can I manage my team when they get…

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Lufthansa Lost Customer Focus

About a year ago, I had an experience with Lufthansa that made me really sit and think about the customer experience and how companies need to focus on the results, not the process.  Process at the expense of the results is about as anti-agile as it comes. I was trying to buy a ticket on…

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