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Let the Train Take the Strain

5 April, 2011 by James Lawther 2 Comments

This morning on the train from Nottingham into London the “train manager” made an announcement: “Due to health and safety reasons we are only allowed to take 2 bicycles on this train, will passengers who want to bring a bicycle on the train please reserve a place holder, as in future they will be refused […]

Filed Under: Blog, Operations Analysis Tagged With: beliefs, bureaucracy, customer focus, East Midlands Trains, poor service, revenue generation, service design, silo management

Dead Connection

4 April, 2011 by James Lawther 1 Comment

A lady in America lost her father to cancer. His old telephone supplier are chasing her for the £300 he owes them (since he died), despite the fact that she has no legal obligation to pay. She is, understandably,  a tad upset. Innovative things that they could have done instead: Apologised profusely and cancelled the […]

Filed Under: Blog, Process Improvement Tagged With: cost of poor quality, customer focus, information technology, innovation, service design, service improvement

Better Sex in 8 Seconds

1 April, 2011 by James Lawther 1 Comment

no sex nere

Information is accumulating at an alarming rate In 2008 the number of web pages exceeded 1 trillion, at a second a page it would take 32,000 years to read them all. This is a problem. With so much information how do you get people to pay attention to your information. How do you stop them […]

Filed Under: Blog, Process Improvement Tagged With: clarity, communication, decisions, measurement, purpose

Salty Coffee

31 March, 2011 by James Lawther Leave a Comment

I worked for a coffee shop. It was great, we only had one problem; occasionally there was a bit of a mix up at the serving hatch. The salt and sugar were in similar containers. Sometimes we put a pinch or two of salt in our customer’s coffee, not very often, and then just a […]

Filed Under: Blog, Process Improvement Tagged With: capability, continuous improvement, customer focus, poor service, service improvement

Why?

27 February, 2011 by James Lawther Leave a Comment

I have two children: My youngest (two) asks why. Why are we going in the car? Why should I wear boots? Why is the sky blue? My eldest (eight) asks why. Why is there global warming? Why are people fighting in Bahrain? Why is the sky blue? It does my head in. But the thing […]

Filed Under: Blog, Employee Engagement Tagged With: assumptions, clarity, learning

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