Business improvement does not need to be mystical.
Beneath the programmes, beneath the jargon, beneath the theatre of transformation — two forces keep showing up. Friction and reward. Reduce the former. Strengthen the latter. And things begin to move. People move. Customers move. Work moves.
Earlier in my career I kept reaching for the same idea but used different words: resistance and outcomes. Later I found the sharper label in Richard Hammond's work on retail — friction and reward.
Read the companion article here: https://www.cultivatedmanagement.com/friction-and-reward/
Read the companion article here: https://www.cultivatedmanagement.com/friction-and-reward/
