couch po·ta·to Noun: A person who spends little or no time exercising and a great deal of time watching television. What can you learn in the Midlands? I live in the Midlands, We make cars in the Midlands. A while back I thought I’d go and have a look, see what I could learn from […]
Do You Hold Morning Briefings Like a TV Star?
If you are of a certain age you will have Hill Street Blues burned into your memory. One of the biggest TV shows of the 80’s. It was horribly schmaltzy. Admit it, you watched it Now you might be wondering, what that has this got to do with running a service operation? At the start […]
Customers Despise Centres of Excellence
Imagine you make pizzas for a living You are the master baker You have an army of under bakers at your disposal. They run the best fleet of pizza ovens in the country, no sooner are they given an uncooked pizza than it is baked to perfection. You run a pizza baking “centre of excellence” […]
What Can You Learn from Your New Year’s Resolutions?
The biggest obstacle… To any new improvement programme is the phrase “Been there done that” Been there done Lean Been there done Voice of the Customer Been there done 6 Sigma Been there done Work Out Been there done Business Process Management Been there done Complexity Reduction Self delusion If I told you that I had Been there done going to […]
Easy Life
Here is a quote I like: Not everything that is faced can be changed, but nothing can be changed until it is faced. – James Baldwin There is a lot of truth in the statement, we aren’t very good at facing into the truth. We sugar coat issues, we down-play the negative and talk up […]