The BBC ran an interesting story the other day about hip fractures. Apparently 78,000 people suffer from a hip fracture every year in the UK; 10% of these people will be dead within 30 days, 30% will be dead within a year, and half are left with permanent disability. Shocking statistics. NICE, the National Institute […]
Clear Work Instructions, an Eight Point Plan
When writing work instructions, you get points for clarity, not style. Instead of waxing lyrical about the customer journey and decisive moments, just make your point. Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]
Angry Birds and Process Control
Alaska Airlines has made an interesting step in process control. (For all of you rolling your eyeballs at the thought of process control you should remember that aeroplanes that are out of control are generally a bad thing.) They have replaced the 11 kilos of paper flight manuals that pilots are required to carry when […]
Error Proofing Suicide
Here is a process improvement idea; you should make it easy for people to get something right and difficult for them to get it wrong. Classic examples include flat pack furniture that only fits together one way, or the fact that all around the world a red light means stop. The converse principle also exists, […]
Making Process Improvement Really Easy, Easy Enough for Dummies
This morning I read an article about Operational Excellence. It started to tell me that I have to define my value streams from the point of the customer, then went on to discuss 6 sigma in a transactional environment, and then, just as my eyes started to roll to the back of my head, told […]
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