The transition to lean-agile can be challenging for traditional project managers because traditional competencies and practices can conflict with the core principles that explain why lean principles work. To help prepare project managers transitioning to lean-agile, this article exposes five counterintuitive practices that challenge standard project management beliefs.

It's a special skill to be able to terminate disputes amicably. In this week's column, Naomi Karten offers suggestions for how to resolve disputes so that none of the parties suffers from black eyes or bruised egos.

Giving your customers the opportunity to provide feedback is great, but only if you don't fall into one of the four traps that Naomi Karten describes in this article. Let your customers know that not only do you want their feedback, but that you'll actually use the important info they give you.

When your customers aren't complaining about the services you provide, it's easy to assume you have happy customers. But that could be a serious mistake. In this week's column, Naomi Karten describes what happened in two organizations that misinterpreted the absence of customer complaints.