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Value

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 […]

E-Efficiency and E-Effectiveness

Posted on 23 March 2018 by

It is my firm belief that public services can be at the cutting edge of digital developments. In a previous BVEX blog I eulogized about the savings in both customer […]

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 […]

Preventing the Bad Smell of BPO

Posted on 23 July 2014 by

As a specialist in lean thinking, I naturally work with organisations that are keen to be more efficient and effective. They are looking to increase the gap between their costs […]

Looking at Value from a Different Perspective – Lessons from a Little Russian Hipster Anti-café

Posted on 23 July 2014 by

A friend shared an interesting article with me the other day about a new type of café that has opened in London – “Ziferblat”. Ivan Mitin, an “entrepreneur” (I use […]

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 […]

From Web to Wind

Posted on 23 July 2014 by

There is no doubt of the immense power that IT can have in terms of enhancing customer experience. I am constantly amazed at the pace in which IT innovations are […]