I found a great internet service. It is called Carbonite. For £36 a year they back up all my data onto a server in the US somewhere, probably a nuclear bunker in deepest Ohio. My data is safe, it is cheap, they have to do very little work. Everyone was a winner. Until I had […]
Too Busy Optimising to Optimise?
Consultants are making fortunes selling the next wave of improvement techniques: operations analysis, process re-engineering, lean, 6 sigma, whatever the next one is. Despite all the training few organisations really succeed. Why should we bother with process improvement if it doesn’t work? We are all clever driven people. We are all busy improving our parts […]
The Three Levers to Improve Performance
There are three ways you can improve your performance: 1. You can improve the what, what product do you deliver? Could you make it better? 2. You can improve the who, who delivers it for you? Are they engaged and motivated? 3. You can improve the how, how do you do it? Improve the process. […]
Do you Put Your Customers First?
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 […]
Slimy Customer Service
Scientists in Japan have been working with a species of slime mold. It spreads out radially, growing a network of veins as it looks for food. When it finds food it then contracts to remove redundant veins . The scientists carried out an experiment; producing a map of Tokyo with oat flakes (food) and watching […]
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