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Service Improvement

Turning Sad Times into Happy Times

Turning Sad Times into Happy Times

Posted on 29 June 2026 by

Writing a blog every month is such a good habit to get into. It makes you notice things.  After a few months where I was struggling to think of what […]

You’re Not Doing it Right!

You’re Not Doing it Right!

Posted on 29 April 2026 by

In Working Smarter and Harder to Overcome Friction I discussed the notion of employees doing MORE to ultimately help customers do less, ergo, making the service they provide more helpful […]

Systems Leadership

Systems Leadership

Posted on 6 April 2026 by

I’ve been called a lot of things in my life, but my absolute favourite is that I’m ‘perspicacious’. Admittedly, I had no idea what this word actually meant when it […]

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 […]