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Quantum Mechanics and Customer Service

29 June, 2014 by Bernie Smith 7 Comments

Customer Service

This is a guest post Quantum mechanics poses an interesting problem. Measuring a system tells us it’s current state, but the act of measurement also changes it. This isn’t just a problem for scientists This problem was going through my mind as I collected my Ford family wagon from it’s trip to my local dealership.  It […]

Filed Under: Blog, Operations Analysis Tagged With: customer satisfaction, key performance indicators, measurement, net promoter score

Is Your Platform Really Burning?

28 June, 2014 by James Lawther 4 Comments

Burning Platform

You know this already… We respond to change differently.  There are lots of different categorisations, but we are usually described in groups a bit like this… Dangerous to know — The gung-ho mob, they will try anything.  A bit like my idiot brother. Have a go — Once they see that the coast is clear, they are […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: human nature, innovation, reinforcing behaviour, what don't you see

Ignorance and the Hippo

22 June, 2014 by James Lawther 7 Comments

Ignorance and the Hippo

Hidden Problems Ernesto Sirolli tells a lovely story in his book Ripples from the Zambezi: In the 1970’s he worked for an Italian NGO that provided aid for the people of Zambia. One of their projects was to teach the Zambians about agriculture and how to cultivate food. Ernesto tells how they arrived in a […]

Filed Under: Blog, Operations Analysis Tagged With: assumptions, human nature, ignorance, management by wandering around

Innovation and Old Fools

18 June, 2014 by James Lawther 6 Comments

GE Board

Story 1. My eldest daughter (11) has just joined Instagram.  She spends her evenings with her nose firmly pressed against the screen of an iPad flicking from one picture to the next. I decided to find out what Instagram is (after all, she is my eldest daughter, a little parental care would be a good thing). […]

Filed Under: Blog, Process Improvement Tagged With: conformity, diversity, innovation, learning

Good Leaders Make you Feel Safe

15 June, 2014 by James Lawther

Simon Sinek

I’ve got a new toy I can hit a button on my browser and publish things that I find on the web. So I thought I’d give it a try… Here is a TED talk by Simon Sinek.  He discuss good leadership and what he sees in modern organisations.  There was one quote that particularly hit home… If […]

Filed Under: Blog, Employee Engagement Tagged With: leadership, management style, TED talks, video

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