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The Pandora’s Box of Service Improvement, Dare You Open it?

2 May, 2011 by James Lawther Leave a Comment

At the heart of Lean Thinking is a beautifully simple idea, it is that you should only do things that a customer is prepared to pay for.  Anything else you do is “waste”. I prefer the word “stupid”.  It is harsher and blunter than waste but gets the point over.  (I didn’t graduate form a […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: innovation, lean thinking, purpose, service improvement, teamwork, work out

Management Targets Result in the World’s Largest Stag Party

30 April, 2011 by James Lawther 1 Comment

Impact of One Child Policy

The target Since 1978 China has had a One Child Policy.  The aim of the policy is to reduce population growth in the country.  The theory is that this will curtail demand for natural resources and so enable economic development.  Adherence to the target is managed by stringent financial penalties for those parents who’d like […]

Filed Under: Blog, Operations Analysis Tagged With: compliance, reinforcing behaviour, silo management, tampering, targets

Are you Awake? Or Sleeping?

27 April, 2011 by James Lawther Leave a Comment

Concious Concerns

I didn’t sleep well last night, I tossed and turned, I kept looking at the alarm clock flashing away 11:45, 12:03, 01:42, 02:56, 03:37, 05:23 Blink, Blink, Blink I didn’t get a wink of sleep.  Have you been there? The truth of the matter is that each time I woke and looked at the clock […]

Filed Under: Blog, Operations Analysis Tagged With: clarity, measurement, purpose, service design, what don't you see

What can 19th Century Cholera Teach us about 6 Sigma?

26 April, 2011 by James Lawther 2 Comments

Service Improvement with Six Sigma

In 1854 there was an outbreak of Cholera in Central London.  Dr John Snow had a theory that the disease was water borne and so plotted the deaths on a street map to see if he could prove the case. He showed that the majority of deaths were happening to people who lived near the […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: continuous improvement, innovation, measurement, purpose, service improvement, six sigma, visual management

Making Process Improvement Really Easy, Easy Enough for Dummies

21 April, 2011 by James Lawther 2 Comments

This morning I read an article about Operational Excellence. It started to tell me that I have to define my value streams from the point of the customer, then went on to discuss 6 sigma in a transactional environment, and then, just as my eyes started to roll to the back of my head, told […]

Filed Under: Blog, Process Improvement Tagged With: clarity, jargon, operational excellence, service improvement

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