Being able to answer these questions about your vision and your current performance - and recognising gaps in your knowledge - will help usefully structure the information you have.
"The most important thing a leader should focus on is providing role clarity through setting clear expectations about what each leader is expected to do and why."
"Leaders' behaviour is highly symbolic and it's contagious, for better or worse. So start with yourself and be brutally honest."
There are a few common self-defeating myths about working on the future that I think hold us all back. Slowing down – and you must slow down to think about the next few months and years – requires some discipline.
Your service design and delivery should be driven by keen understanding of customer behaviours, attitudes, and needs. When it comes to providing services, customers know when you’re just paying lip service.