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Do you Put Your Customers First?

12 May, 2010 by James Lawther Leave a Comment

Mercedes

I once went for a job interview with an insurance company.  Parked right outside the front door was the biggest Mercedes Benz I have ever seen, with the legend MD stencilled above the parking space. As I walked away from the door the Mercs gradually got smaller and smaller.  It wasn’t, needless to say, the […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, purpose

Bias

12 May, 2010 by James Lawther Leave a Comment

I have just read a blog post about the claimed link between autism and the MMR programme.   It is a fascinating read.  Despite the numerous surveys that have been undertaken to prove that there is no statistical basis for the claims, the writer still persists.  I guess that no amount of facts or data will […]

Filed Under: Blog, Employee Engagement Tagged With: assumptions, constraints, dogmatism, learning, reinforcing behaviour, video

Slimy Customer Service

12 May, 2010 by James Lawther Leave a Comment

Scientists in Japan have been working with a species of slime mold.  It spreads out radially, growing a network of veins as it looks for food.  When it finds food it then contracts to remove redundant veins . The scientists carried out an experiment; producing a map of Tokyo with oat flakes (food) and watching […]

Filed Under: Blog, Operations Analysis Tagged With: capability, clarity, communication, complexity, decisions, purpose

The Toasted Bagel

12 May, 2010 by James Lawther Leave a Comment

I went to a breakfast meeting this week in a “euro” hotel.  It had gold plated taps, stripy carpets and sat in the middle of an industrial estate.  I am sure you would recognise it. They served smoked salmon and cream cheese bagels.  This should have made up for the gold taps, I get hungry […]

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

Evolutionary Pressure

12 May, 2010 by James Lawther Leave a Comment

Outsourcing costs jobs right?  It is bad for the economy; exporting jobs to low wage countries. Well maybe not.  In an interesting economics paper John van Reenen of the LSE puts a different slant on it.  His view is that the increased imports from China and India have led to job losses in areas of […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, capability, continuous improvement, outsourcing, supply and demand

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