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Best Practice

12 May, 2010 by James Lawther Leave a Comment

As a rule I don’t like the idea of best practice.  It implies that perfection exists, if you are applying best practice then by definition you can’t get better.  I struggle with that idea. I think I have been proven wrong though.  Have a look at the video below.  Maybe best practice really does exist: […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, benchmarking, best practice, capability, clarity, video

Insulting

12 May, 2010 by James Lawther Leave a Comment

The world is divided into two types of people. You are either a “Know It All”, been there, seen it, done it.  Understand everything and never change anything.  I am sure you know one. Alternatively you are an “Ask Hole”, the sort of person who keeps everybody in lessons late because they keep asking stupid […]

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

Reverend Metal Mickey

12 May, 2010 by James Lawther Leave a Comment

The Next Big Thing

A Japanese couple tied the knot last week.  Unusually though the ceremony was carried out by a robot. Which all goes to show that you can have as much angst as you like about internet self service and interactive telephony, (does it really provide the same level of service as a human?)  But some people […]

Filed Under: Blog, Process Improvement Tagged With: automation, capability, information technology, interactive voice response, video

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

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