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Details Matter

14 February, 2014 by James Lawther 8 Comments

POSH Bags There is a rumour about Steve Jobs.  It is alleged that he sacked an employee at one of the first Apple stores. Why?  Because she bought cheap and nasty plastic bags for customers to take their expensive purchases home in.  The story may be a complete fabrication, but history has shown that Steve was […]

Filed Under: Blog, Process Improvement Tagged With: Apple, devil is in the detail, service design, service differentiation

Less is More

6 February, 2014 by James Lawther 9 Comments

FedEx

All children are artists They can pick up a pen or a crayon and create.  Before you know it they have drawn something beautiful, a flower or a house or a friend.  Simple, clear and elegant. Unfortunately they just don’t know when to stop. The colouring in starts, red felt tips, green pencils, blue crayons, […]

Filed Under: Blog, Process Improvement Tagged With: clarity, communication, complexity, lean thinking, less is more

Six Musts if You Use Voice Response…

17 January, 2014 by James Lawther 10 Comments

It is a bit of a touchy subject Should you use a: Voice Response Unit VRU, Interactive Voice Response IVR, one of those damn electronic things (call it what you will) to answer your customer’s calls? The naysayers will have you believe they damage “moments of truth” and ruin the “customer experience”. The fans will tell you they are hugely […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: best practice, communication, information technology, interactive voice response, service design

Simple is the New Clever

30 December, 2013 by James Lawther 10 Comments

Management is about clarity But clarity is a rare gift… Most of us like to be more strategic in our communication… We love to look serious and feel clever… Nobody likes to sound simple We must penetrate the customer base vertically and horizontally If we reallocate our assets we can achieve synergy and benefit from […]

Filed Under: Blog, Process Improvement Tagged With: communication, complexity, Dilbert, management style, simplicity

Are You Missing out on the Next Big Thing?

22 December, 2013 by James Lawther 18 Comments

Pumpkin Carving Tool Set

Consultants always have a tool kit, a fancy method and a book that you can use to improve performance. There is always something new: Systems Thinking Total Quality Management Theory of Constraints Lean Thinking That is just for the process improvement guys, let us not forget that Numbers and acronyms always sell books You really […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, human nature, problem solving

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