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Organisational Mechanics

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Clutter Confuses

7 April, 2011 by James Lawther 1 Comment

Knives in a knife draw Data on a chart Poorly structured arguments Books on a side board Badly written instructions Clothes on the floor If you need it to work, clean up your act Image by puuikibeach

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, clarity, complexity, waste

Tickets Please

13 November, 2010 by James Lawther Leave a Comment

I use the train a lot, and I buy a lot of tickets.  The guys on East Midlands Mainline are very determined that I pay for all this travel. 1.  They have ticket checking barriers at all entrances to the platforms to make sure I have a ticket. 2.  They have train “managers” on the […]

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, complexity, East Midlands Trains, poor service, revenue generation, service design

The Dongle

15 September, 2010 by James Lawther 1 Comment

I am working away for a couple of days. It is easy to do now that the dongle has been invented, that marvellous piece of equipment that links me to the internet and the world.  I can communicate with anybody. “Dongles” are so good I have four of them, one for my personal lap top, […]

Filed Under: Blog, Operations Analysis Tagged With: complexity, information technology, service design, waste

Gobbledygook

10 September, 2010 by James Lawther Leave a Comment

I received an e-mail that said this: “I consider this as more of a requirements workshop than anything i.e. us understanding the service, current commitments to clients, the demand, the customer base, the performance measures and indicators, the resource expenditure etc and coming to an initial view on how this could be accommodated. I don’t […]

Filed Under: Blog, Employee Engagement Tagged With: clarity, communication, complexity, jargon, video

Too Clever by Half

9 September, 2010 by James Lawther Leave a Comment

Most lifts have the buttons inside, the ones that tell the lift which floor you want to go to. Yesterday I used a bank of lifts that had the buttons on the outside.  You choose your floor before the lift arrives, this gives the computer extra time to figure out the most efficient way to […]

Filed Under: Blog, Process Improvement Tagged With: clarity, complexity, continuous improvement, error proofing, good enough

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