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In April 2017, United Airlines made global headlines when they forcibly removed one passenger (David Dao) who had already boarded the flight, to accommodate crew flying to another destination. The flight staff called the airport police and Dao was hurt as he was dragged off the ...continue reading

Dear Rt. Hon. Kim Campbell, In early October we met in the Toronto airport while lining up to board for Edmonton. I’m the Ottawa-based management consultant, who helps organizations become more effective. You asked what it is that I do, so I’ve undertaken to explain it here ...continue reading

Twice now in my career I’ve done a massive rewrite to replace an existing product. In both cases, it didn’t end well. Each time, the new product was competing with an existing product that was making the company money. So, of course, the existing product got enhancements on a ...continue reading

As most Canadians can tell you, the rollout of the Canadian Government’s Phoenix payroll modernization system has gone disastrously badly. At one stage, there were over 80,000 civil servants who had payment problems, with some even losing their houses over the mess. I’ve seen ...continue reading