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Service Improvement

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 […]