Service, Leadership, and Other Stuff From Lee Posts


Telling versus Doing
Published: 2015-03-03
I was thinking earlier this week about a time years ago when I had a manager significantly change my performance review after that first meeting, when the he gave me my review. I was working at General Electric and it was a crazy year. The busin...
How We Deal with Change (and Stress)
Published: 2015-02-18
We are all dealing with a lot of stress as we roll out our implementation at MSC. I was reminded of some conversations I had with folks about what it would be like for us in the winter. Last summer, things were really starting to heat up, and we...
Cutover Weeks Are Stressful
Published: 2015-02-02
Adventure. Journey. Quest. In none of these is it a given that it will be easy, clear, or even that there is an end or a point at which you can say "I’m Here. This is now complete." In each of these, however, one...
Reconnecting as a Team
Published: 2014-09-01
Over the last couple of weeks, the Ministry Service Center Leadership Team has been off-site for a couple of things, including Formation Day. We committed to one another quite a while ago that we would go off-site at least four times a year to r...
The concept of end-to-end (e2e) is an interesting one. If you ask any one person about a process or a service on an e2e basis, you will typically get an incomplete view, based on the fact that that person is limited to the pieces or parts they c...
This week, we (led by Tom Deuschle and the CRM team) debuted the new Client Status Dashboard. This is a completely different kind of dashboard to almost everything else that we do or use. As I emphasize a lot, we are all about o...
In two recent Executive Team meetings, one of the big topics was our overall financial performance. The good news was that three quarters in, we are ahead of budget. That is really good news and we should take a moment to celebrate. There has b...
What’s a major risk that you’ve taken as a leader…and how did things turn out? I have taken many tens, perhaps even hundreds of major risks as a leader. In many ways, leadership is risk taking. Decisions that don&rs...
You can't avoid the hard conversations – they are the ones that push things forward. But with some planning and a few notes you can keep your head and control the outcome. Courageous Conversations. It is the ti...
ASK LEE: When and How to Delegate
Published: 2014-05-16
Lee Coulter has an "Ask Lee" column at Ascension Health's Ministry Service Center, which means his staff can ask him any questions, and he broadcasts his answers to the entire Ministry Service Center team every week. He's kindly agreed to sh...