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Reverend Metal Mickey

12 May, 2010 by James Lawther Leave a Comment

The Next Big Thing

A Japanese couple tied the knot last week.  Unusually though the ceremony was carried out by a robot. Which all goes to show that you can have as much angst as you like about internet self service and interactive telephony, (does it really provide the same level of service as a human?)  But some people […]

Filed Under: Blog, Process Improvement Tagged With: automation, capability, information technology, interactive voice response, video

Slimy Customer Service

12 May, 2010 by James Lawther Leave a Comment

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 […]

Filed Under: Blog, Operations Analysis Tagged With: capability, clarity, communication, complexity, decisions, purpose

The Toasted Bagel

12 May, 2010 by James Lawther Leave a Comment

I went to a breakfast meeting this week in a “euro” hotel.  It had gold plated taps, stripy carpets and sat in the middle of an industrial estate.  I am sure you would recognise it. They served smoked salmon and cream cheese bagels.  This should have made up for the gold taps, I get hungry […]

Filed Under: Blog, Process Improvement Tagged With: capability, customer focus, poor service

Evolutionary Pressure

12 May, 2010 by James Lawther Leave a Comment

Outsourcing costs jobs right?  It is bad for the economy; exporting jobs to low wage countries. Well maybe not.  In an interesting economics paper John van Reenen of the LSE puts a different slant on it.  His view is that the increased imports from China and India have led to job losses in areas of […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, capability, continuous improvement, outsourcing, supply and demand

Savoir Faire

12 April, 2010 by James Lawther Leave a Comment

I watched a fascinating article about skiing. It showed how Olympians prepare their skis.  Before each race they: 1.  Strip the bottom of each ski to remove damage. 2.  Etch on a special grooved pattern to allow water to dissipate. 3.  Wax the ski, the type of wax is dependent upon the snow conditions. 4.  […]

Filed Under: Blog, Process Improvement Tagged With: capability, continuous improvement, purpose

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