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What Did You Learn at School Today?

30 April, 2013 by James Lawther 1 Comment

1970's school children

Education is important; nobody would disagree with that.  It is a sensible use of our taxes. But if we are spending all that money on education, it is also sensible to make sure it isn’t going to waste, it is sensible to make sure we are getting the best from your school system and teachers. […]

Filed Under: Blog, Process Improvement Tagged With: auditors, blame, cheating, quality control, systems thinking

Serious Business

27 April, 2013 by James Lawther 8 Comments

Serious Business

I travel to London on the train more regularly than is pleasant At the end of each journey a steward passes through the carriages with a big plastic bag, collecting the rubbish.  They never look too enamored with their job. This morning the steward entered the carriage and announced with a flourish: Any rubbish Laptops iPads Mobile […]

Filed Under: Blog, Employee Engagement Tagged With: compliance, conformity, East Midlands Trains

Flow and Motivation

24 April, 2013 by James Lawther 5 Comments

Flow and Motivation learning the flute

Are Your Staff Anxious or Bored? My daughter is learning to play the flute. It is a beautiful example of flow and motivation at work. As musical instruments go, the flute is the best your child can learn. I am still emotionally scarred by my sister’s attempts to play the violin 30 years ago, and […]

Filed Under: Blog, Employee Engagement Tagged With: competence, flow, motivation, video

Payback Time

20 April, 2013 by James Lawther 6 Comments

revenge

Maz Iqbal told me a great story this week…. Imagine you were an employee of a large business.  You worked in a factory, or a shop, or a warehouse or maybe you were an agent in a call centre. A big call centre where they measured your every move: how long your calls were how long […]

Filed Under: Blog, Employee Engagement Tagged With: average handle time, call centre, compliance, employee performance measures, monitoring, motivation, targets

Can You Have Too Much Information?

15 April, 2013 by James Lawther 3 Comments

Too Much Information

We live in a world of big data.  We are all collecting information, compiling it and then trying to work out how to use it to our best advantage. So of course we want to see all the information available and then some, before a decision is made.  The more information we have the happier […]

Filed Under: Blog, Operations Analysis Tagged With: big data, confidence, data is not information, decisions

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