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You Have to Collect the Dots Before You Join Them

6 March, 2012 by James Lawther 3 Comments

Insight is all about collecting the dots

To innovate you need insight You need to know stuff, how things work, how people think, what makes the world tick As you collect ideas, concepts, thoughts, insights in your head then gradually connections will start to form, you will start to see new possibilities and create new things, you will innovate A precursor to […]

Filed Under: Blog, Process Improvement Tagged With: innovation, insight

Do You Test and Learn or Just Fail?

3 March, 2012 by James Lawther 2 Comments

Samuel Pierpont Langley dreamed of being the first man to fly an aeroplane. His approach was simple, build the most powerful engine he could.  Strap a couple of wings to it and watch it go. He was well funded.  He and a large staff focused all their attention on developing a big muscular engine, something […]

Filed Under: Blog, Process Improvement Tagged With: aviation, innovation, test and learn, video

What can Apple, Google and Amazon Teach You About Simplicity?

18 February, 2012 by James Lawther 9 Comments

There is a very big difference between simple and simplistic Google have a single box on their home screen.  Type something in it and you can access the world. Simple to use, but far from simplistic The iPhone has one button on the bottom and a screen that you navigate by touch.  Simple to use, […]

Filed Under: Blog, Process Improvement Tagged With: Amazon, Apple, complexity, Google, pareto principle, simplicity, video

Should You Guarantee Your Service?

11 February, 2012 by James Lawther 5 Comments

Customer Service Guarantee

Do you just talk about delivering good service, or do you guarantee it? The Maryland National Bank offers a Service Guarantee: “If you ever find an account error, we’ll make it right, right away … refund any fees incurred, and send letters of apology to anyone inconvenienced …. And even pay you $10” In the […]

Filed Under: Blog, Process Improvement Tagged With: fessing up

10 Ways to Improve Customer Service Without Investing in IT

31 January, 2012 by James Lawther 7 Comments

Redundant Technology

1.  Agree with your customers what they want from you and when they want it. Clarify all the issues as you work through the discussion, ironing out any misunderstandings and highlighting things that are easy to resolve. Then write down a specification. It is amazing what you will find out. 2.  Define what your “purpose” […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: automation, information technology, office productivity

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