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Congruence

12 July, 2010 by James Lawther Leave a Comment

Have you ever walked in to a hotel room to find all the lights switched on, with the legend “Welcome to our hotel Mr Smith” writ large all over the gently humming TV. The intention is to give you a warm welcome, never mind all the wasted power. Yet the same hotel will ask you […]

Filed Under: Blog, Process Improvement Tagged With: clarity, mixed messages, purpose

Stop

12 June, 2010 by James Lawther Leave a Comment

Sometimes clear and simple is best. Watch the video, you will see what I mean. Photo by Nadine Shaabana on Unsplash

Filed Under: Blog, Process Improvement Tagged With: best practice, clarity, communication, road sign, video

The Three Levers to Improve Performance

12 June, 2010 by James Lawther Leave a Comment

There are three ways you can improve your performance: 1.  You can improve the what, what product do you deliver?  Could you make it better? 2.  You can improve the who, who delivers it for you?  Are they engaged and motivated? 3.  You can improve the how, how do you do it?  Improve the process. […]

Filed Under: Blog, Employee Engagement, Operations Analysis, Process Improvement Tagged With: capability, clarity

Best Practice

12 May, 2010 by James Lawther Leave a Comment

As a rule I don’t like the idea of best practice.  It implies that perfection exists, if you are applying best practice then by definition you can’t get better.  I struggle with that idea. I think I have been proven wrong though.  Have a look at the video below.  Maybe best practice really does exist: […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, benchmarking, best practice, capability, clarity, 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

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