I am now a published author That is not strictly accurate, but why let the truth get in the way of a good story? Let me try again I have written an e-book; well it is more of an e-pamphlet It is available at all good book stores; well OK it is self published and is only […]
Swiss Cheese: It’s Bad for Your Health
Things go wrong: People sleep in Training isn’t acted on Doors get left open Staff members resent each other Taps get stuck open People put boxes on the wrong pile Shit, as they say, happens. Normally “things gone wrong” are just an irritant, a minor expense, nothing to get too worried about. Sometimes however, it […]
Error Proofing
Error proofing is making things “easy to get right and difficult to get wrong”. It is a small but very powerful idea. Improving customer service is easy, all you have to do is: Find out what your customer is unhappy about Work out what the cause of that unhappiness is Fix that cause In labour […]
Continental Management Reviews
I hate driving on the continent. It’s hard work. It isn’t just the fact that foreigners will insist on driving on the wrong side of the road (though that doesn’t help), the real problem is that I am constantly bombarded with information that I don’t quite understand: road signs, billboards, lane markings, traffic lights… and […]
The Dilemma
I run lots of process improvement sessions. After a while you see the same issues raising their ugly head, over and over again. One of the biggest issues is being too flexible. We allow customers to change their mind half way through. We try to please by starting without all the information we need. We […]
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