Tag: organizational learning

• The Second Ledger

  

  Photo by Mason on Unsplash One of the best programs I ever built had no defensible methodology. It was a recognition application developed for a sales and customer service team in a former role. Every manager received a monthly budget of points and the discretion to award them: for staying late, for covering someone else’s…

  Dom

  August 2, 2026

  Governance & Systems Design, Process Improvement, Uncategorized

  applicability, Business Strategy, compounding progress, continuous improvement, coordination cost, cumulative motion, decision models, delivery versus strategy, execution, long-term thinking, Management, operational efficiency, organizational alignment, organizational design, organizational drag, organizational learning, performance measurement, portfolio management, Process Improvement, Project Management, resource allocation, second ledger, strategic planning, systems thinking, technical debt

• The Half-Life of Judgment

  

  Photo by Nicolas Lafargue on Unsplash The morning the first iPhone 3G launched, the queue filled with a problem the queue had never seen. I was working in contact centers then, on the floor, hearing the beep of a new call arriving as soon as the previous one ended, watching the flood roll over us…

  Dom

  July 19, 2026

  Governance & Systems Design, organizational design

  Accountability, architecture, Average Handle Time, contact centers, decision-making, dogma, Goodhart’s Law, governance, incentives, institutional memory, metrics, operational leadership, organizational design, organizational learning, policy, professional responsibility, senior individual contributors, standards, systems thinking, technical leadership