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Bored at Work

8 April, 2011 by James Lawther Leave a Comment

Facebook gets more hits than Google. There is a social media revolution going on.  I can communicate with millions using Facebook, I can Twitter to thousands and if you really need to see me, how about a bit of YouTube? It is all about engagement and communication. Which are, oddly,  two of the biggest challenges […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, information technology, trust

Clutter Confuses

7 April, 2011 by James Lawther 1 Comment

Knives in a knife draw Data on a chart Poorly structured arguments Books on a side board Badly written instructions Clothes on the floor If you need it to work, clean up your act Image by puuikibeach

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, clarity, complexity, waste

The Good Idea

6 April, 2011 by James Lawther 1 Comment

Imagine somebody who works for you has a good idea, what happens? Do you add it to the pile of other good ideas for a development team to implement, someday? Do you ask for further analysis and a cost benefit justification? Do you ask them to get the 10 necessary signatures so that it can […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, continuous improvement, decisions, innovation

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

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