Preventing the Bad Smell of BPO

Posted on 23 July 2014 by Blogs Admin

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 and their income, generating an increase in profit. Naturally, ‘offshoring’ work to a national or international company that promises to process the work at a
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Using Big Data to Personalise Customer Experience

Posted on 23 July 2014 by Blogs Admin

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 them to tailor their offering specifically to suit an individual’s needs. Think about how tailored the Clubcard vouchers are to your particular shopping habits? Tesco
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Maximise Value not just Minimise Cost

Posted on 23 July 2014 by Blogs Admin

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 wastes (identified by Taiichi Ohno, a key architect of the Toyota Production System) are an immensely useful guide at helping to identify problems within both
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From Web to Wind

Posted on 23 July 2014 by Blogs Admin

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 magically appearing within my life, completely changing the way that I interface with organisations… so it is with great pleasure that I’m being given an
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Lean Blog

Posted on 24 September 2013 by Blogs Admin

I’ve been writing a lean blog for the Business Value Exchange http://businessvalueexchange.com/ and so thought I’d post my blogs up on on a Cardiff University site too. If I get the hang of it, I hope to post more often!
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