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Customer Care and Organisation Innovation

Organisational culture, Service Improvement, Value

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 […]

Life, Operations, Service Improvement

Hooray for Humanity!

Posted on 4 December 2024 by

I kicked myself about how I ended my last, more lighthearted, “Angry Lemons” blog because I missed a really obvious loop back to why protecting the humanity of our expressions, […]

Social Media, Technology

Angry Lemons

Posted on 6 November 2024 by

Parenting is a tough old game.  I’m doing my best raising a child in these strange, unnerving times, but I can’t say that I’ve been making all of the right […]

Lean, Organisational culture, Service Improvement

Double Meanings

Posted on 2 October 2024 by

There are lots of times when I’m teaching lean and I share a Japanese word, such as ‘Andon’ or ‘Kaizen’ or ‘Hoshin Kanri’, where I say what the word means […]

 
Ticketing Masterplans

Ticketing Masterplans

Posted on 4 September 2024 by

I’ve just got back from a lovely (hot) week in Cyprus, the only annoyance being a very frustrating morning trying (AND FAILING!) to secure Oasis tickets. I’m usually a pretty […]

When will it all end …

When will it all end …

Posted on 30 July 2024 by

Last month I provided an in-depth analysis of my beautiful Taylor Swift concert experience but sadly this month, I’m compelled to write about the appalling news from Southport, where young […]

Lifetime Loyalty and Taylor Swift

Lifetime Loyalty and Taylor Swift

Posted on 1 July 2024 by

I’ve been very lucky to have been to some amazing gigs, festivals, hot tub holidays and cool girl city breaks in my life (pro tip - always seek out a […]

Looking at Things Differently

Looking at Things Differently

Posted on 4 June 2024 by

My wonderful friend, who I met over 10 years ago when I enrolled in an NCT class, very sadly, died recently.  I joined the NCT course desperate to prepare myself […]

Networking Noodles

Networking Noodles

Posted on 1 May 2024 by

It is fair to say that over the last 18 years I have thought A LOT about lean, and indeed, about a whole plethora of other related improvement methodologies. I’ve […]

Addicted to Truth

Addicted to Truth

Posted on 27 March 2024 by

I’ve been fortunate to be part of a really interesting Senior Leadership course in Cardiff University that involved completing a behavioural profiling tool to help me ‘map my brain’. I […]