Avoid These Traps and LOL for Peak Performance
The Practical Leader
AUGUST 10, 2011
Managers must LOL — lead out loud — if they are going to bring about culture change and shift behavior for higher levels of customer service, quality, safety, productivity, or innovation. In their classic bestseller, In Search of Excellence , Tom Peters and Bob Waterman popularized their finding that effective leaders spend huge amounts of time managing by wandering around (MBWA) with customers, suppliers, and staff. notch products or services nobody wanted.