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Service Improvement

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 […]

The Multiple Joys of Universal Design

The Multiple Joys of Universal Design

Posted on 6 February 2024 by

I was Programme Director for the Executive MBA in Cardiff Business School for 5 years. It was a big responsibility. I had to put a lot of time into promoting […]

Event Lean

Event Lean

Posted on 5 December 2023 by

Is it just me, and I’m going to show my age now, but do we all seem to collectively celebrate holidays with much more gusto than we ever used to? […]

Rosé Cava Revolution?

Rosé Cava Revolution?

Posted on 8 September 2023 by

I’ve just got back from a lovely week away with my husband and daughter and, for the first time, I went ‘all inclusive’.  Before I decided to add on this […]

Powerpoint Sneaky Lean

Powerpoint Sneaky Lean

Posted on 30 July 2023 by

One of the key tools of the Toyota Production System is an ‘A3’.  It’s basically a live project plan on a page. On one piece of A3 sized paper.  (I […]

Institutional Flapping

Institutional Flapping

Posted on 2 April 2023 by

I’ve recently taken on a new, one day a week, role in Cardiff University as the Flexible Learning Academic Partner (FLAP).  Not the most attractive of acronyms but I’m rolling […]

“Just Do the Next Right Thing”

“Just Do the Next Right Thing”

Posted on 7 March 2023 by

Regular readers will know that I am partial to collecting new business terminology.  Usually this language comes from an academic or a business expert, but today, I offer you a […]

The Inaugural Lethbridge Customer Service Awards

The Inaugural Lethbridge Customer Service Awards

Posted on 30 November 2022 by

Whilst I enjoy pointing out the flaws in people, processes and organisations, never let it be said that I don’t heap praise on the good things I experience too!  Last […]

Vaccine Lean – The Dawn of the Water Spider

Posted on 25 October 2022 by

One of my favourite things to do is ... encounter a slightly less than optimal service experience where I can very quickly identify a series of things that could be […]