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Service Improvement

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 […]

Creating Organizational Cultures of Learning – Linked Learning Loops

Posted on 23 March 2018 by

“The trouble with us is that we’ve got no corporate memory.” I’ve heard this statement in various forms from a variety of different people I’ve worked with over the years. […]

Behold! Successful Government IT Projects!

Posted on 9 January 2015 by

There can be no doubt that there have been several high profile Government IT initiatives which have failed miserably. Attempts to upgrade and improve the NHS’s IT infrastructure were last […]

Lean Management and Maternity!

Posted on 9 January 2015 by

In February this year I found out that I was pregnant. I gave birth to my baby in October, so it’s hard to talk about the challenges that I’ve faced […]

Improving Customer Service through Digital Technologies: Learning from Different Sectors

Posted on 23 July 2014 by

A while ago, I wrote a blog about the role that digital technologies played when I bought a bike online and how important it was to analyse the entire customer […]

Visualising Workflows

Posted on 23 July 2014 by

The more I understand about efficient and effective work practices, the more I realise that often the most important tactic to employ is that of visualisation – taking the work […]

Using Big Data to Personalise Customer Experience

Posted on 23 July 2014 by

One of the best companies I know at handling a massive amount of data is Tesco. It is terrifying how much information they know about their customers, but it enables […]

Maximise Value not just Minimise Cost

Posted on 23 July 2014 by

As a lean thinking specialist, I often have to spend a considerable amount of time making sure that lean is not perceived as simply “a waste reduction” methodology. The 7 […]