My 9-year-old daughter is lovely… Most of the time… But if you really want to see her wind me up, come with us to order a pizza. She will not make a decision. How hard can it be? Hawaiian, or Mighty Meaty, or Volcano Supreme? It isn’t as if she even likes the spicy ones. […]
Who Should You Listen to When the Going Gets Tough?
Guest post by Annette Franz Gleneicki: Is your organization in the midst of turmoil? Are you wading through major changes? If you answered “Yes”, then I have two more questions for you: Before these changes, were you collecting feedback from your customers? Are you still listening to the voice of the customer? When I speak […]
Blame Culture: More Dangerous Than You’d Think
In January 2001, 18-year-old Wayne Jowett died whilst receiving treatment for Leukaemia at the Queens Medical Centre, in my home city, Nottingham. The chemotherapy consisted of two drugs: Cytosine, a drug that is injected directly into the spinal fluid and Vincristine, a drug that is injected into the patient’s blood. A tragic accident The doctor […]
There is Always a Bottleneck
All processes have a bottle neck, a rate limiting step. Something that holds them back. There is always a bottleneck. Maybe it’s the neck of the bottle: Maybe it’s the speed of the pump: Maybe it’s the width of the falls: Maybe it’s even the lack of rain: But there is always a bottleneck or […]
Process Controls or Commandments?
The other day I phoned my IT “help” desk. They were polite, calm and pleasant but totally useless. They wouldn’t do the one thing I asked them to do. My request wasn’t unreasonable. In fact the man on the other end of the line agreed with me, it was the obvious way forward. But.. The […]
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