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Service Improvement

Every Covid Cloud Has A Silver Lining?

Every Covid Cloud Has A Silver Lining?

Posted on 1 June 2020 by

What strange, uncertain and frankly terrifying times we are all living in. The world feels like it’s completely falling apart. In amidst a sea of uncertainty, injustice and heartbreak all […]

Small is Beautiful

Small is Beautiful

Posted on 2 December 2019 by

Unfortunately, as we come to the end of the year, it just feels like there are so many huge things that we still all have to deal with.  I have to […]

Price Does Not Equal Value

Price Does Not Equal Value

Posted on 12 October 2019 by

It’s been an interesting couple of weeks for us in work, one that has made me acutely aware of the fact that it is so hard to accurately describe value […]

Is There Such a Thing as Too Much Lean?

Is There Such a Thing as Too Much Lean?

Posted on 16 September 2019 by

I don’t like flying much at all. Not for climate reasons unfortunately, but for defying gravity reasons. I became ok at it when I worked on a project in Switzerland […]

Have Laptop, Will Hustle

Have Laptop, Will Hustle

Posted on 13 August 2019 by

I’m going to say something quite privileged right now, but I’m amazed that everyone in work doesn’t have a laptop. Well, let me rephrase that, I’m amazed anyone who has […]

Pizza Productivity

Pizza Productivity

Posted on 21 July 2019 by

In my lectures I often joke that once you start seeing the world from a lean perspective, things that you used to enjoy can start to become quite frustrating because […]

Services and Standards: Stand Off or Stand Up?

Posted on 5 February 2019 by

“To understand Toyota’s success, you have to unravel the paradox – you have to see that the rigid specification is the very thing that makes the flexibility and creativity possible” […]

Be Honest About the Gas Tanks – Openness and Customer Visibility

Posted on 18 September 2018 by

There’s something magical about businesses which understand that if you prioritise customer experience, the customers will come. Obviously this is a very simplistic way to look at the intricacies of […]

Human or Chatbot? Declare Yourself!

Posted on 23 March 2018 by

I’m watching the television right now and after the advert break the programme titles return and a large letter P looms in the top right-hand corner of the screen. Now […]

The Intangible Balance Scorecard

Posted on 23 March 2018 by

Since Robert Kaplan and David Norton’s hugely successful Balance Scorecard approach to strategic business management, first published in the Harvard Business Review in 1992, organizations have sought to measure a […]