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Excuses, Excuses

23 February, 2010 by James Lawther Leave a Comment

Are you frustrated by the lack of resources to do your job properly?  Too much to do in too little time?  No people, no budget and no systems to help you?  If only you could just get the enhancement or extra head that you need everything would be OK, wouldn’t it? The problem is that […]

Filed Under: Blog, Employee Engagement Tagged With: accountability, continuous improvement, Eugène parks his car, information technology, video

Sheet Music

22 February, 2010 by James Lawther Leave a Comment

My daughter has just started music lessons.  She is so keen and enthusiastic it is hard not to like the god awful noise that she makes. I had to go to a classical music shop to buy her a special CD to listen to as part of her studies.  As I walked through the shop […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, poor service, revenue generation, xylophone

Just Following Instructions

19 February, 2010 by James Lawther Leave a Comment

Bureaucracy is bad; it is hopeless when people just follow the instructions to the letter.  They can’t help but mess it up.  Think of the last interaction you had with a call centre, chances are it was horrific. Check-lists are great; it is super when people just follow the instructions to the letter.  They can’t […]

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, checklist, error proofing

Talking Rubbish

17 February, 2010 by James Lawther Leave a Comment

The local Government Association has released a list of 200 words and phrases which councils should avoid as they are unclear. Included on the list are the following terms and their recommended replacements: Actioned – Do Core message – Main Point Functionality – Use Outcome focused output – Result Potentialities – Chances Transformational – Change […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, communication, jargon, local government

Mad Business Rules

16 February, 2010 by James Lawther Leave a Comment

There are plenty of examples of mad business rules. According to Sky News, the supermarket chain Asda refused to sell a 44-year-old mother alcohol because she was shopping with her teenage son.  The supermarket chain went on to admit that its tough alcohol sales policy may “seem mad”. It does seem mad, on a number […]

Filed Under: Blog, Operations Analysis Tagged With: accountability, beliefs, business rules, trust

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