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Service Improvement

Marketing Magic

Marketing Magic

Posted on 26 November 2025 by

I often feel like I could have been in advertising.  I’ve never been glamorous enough to have been able to make it really, but the sparkle of a career á […]

What’s My Job Again?

What’s My Job Again?

Posted on 22 October 2025 by

Last month I talked about the “Call for Help” box within my Elements of Improvement model and this month I want to talk about a box which is giving me […]

The Reports Have Gone to Her Head

The Reports Have Gone to Her Head

Posted on 5 October 2025 by

The contribution to lean that I am most proud of is my (frankly brilliant) Elements of Improvement model which illustrates all of the key, core, improvement ideals that organisations need […]

Cross Stitch Standards and Creativity

Cross Stitch Standards and Creativity

Posted on 10 September 2025 by

I seem to be living in the past a bit at the moment, probably due to recent sadnesses.  After my blog on company handbooks, I couldn’t help but buy a […]

The Joy of John Parry-Jones

The Joy of John Parry-Jones

Posted on 31 March 2025 by

In my 20 years of working for Cardiff University, I have thought deeply about a myriad of different tactics, strategies, concepts, levers and mechanisms to bring about organisational success.   There’s […]

The Perils of Disappointment

The Perils of Disappointment

Posted on 9 March 2025 by

One of my favourite things to do is meet up with my girl chums. I’m very lucky to have some brilliant friends who provide me with so much incredible support, […]

Customer Care and Organisation Innovation

Customer Care and Organisation Innovation

Posted on 13 January 2025 by

It’s great when writing your last blog gives you an idea about what to write for your next!  In ‘Hooray for Humanity’ I promised to pick up on how, I […]

Hooray for Humanity!

Hooray for Humanity!

Posted on 4 December 2024 by

I kicked myself about how I ended my last, more lighthearted, “Angry Lemons” blog because I missed a really obvious loop back to why protecting the humanity of our expressions, […]

Double Meanings

Double Meanings

Posted on 2 October 2024 by

There are lots of times when I’m teaching lean and I share a Japanese word, such as ‘Andon’ or ‘Kaizen’ or ‘Hoshin Kanri’, where I say what the word means […]

Ticketing Masterplans

Ticketing Masterplans

Posted on 4 September 2024 by

I’ve just got back from a lovely (hot) week in Cyprus, the only annoyance being a very frustrating morning trying (AND FAILING!) to secure Oasis tickets. I’m usually a pretty […]