Here is a lovely little video. You should watch it. All 4 minutes and 18 seconds. He gets to the point doesn’t he? And what is his point? I doesn’t matter how clever you are: If your customer doesn’t understand you, then you are wasting your time. A little usability testing goes an awfully […]
Why Service Operations are So Much Harder to Manage
We can be a little elitist in the service industry. We look down our noses at our manufacturing cousins. We deal with intangibles, they deal with things, and let’s be honest, they tend to be dirty noisy things at that. But pride comes before a fall. Here are a handful of prejudices about our uncouth […]
7 Ways to Make Your Own Luck
I am all for a bit of process improvement, it moves the world forward, but sometimes process improvement by itself isn’t enough. As the man said: If I had asked people what they wanted, they would have said faster horses ~ Henry Ford If you really want a breakthrough there is a bit more to […]
How to Benchmark
Benchmarking is a beguiling idea. You look at how your competitors do things, work out what is the best practice and then implement it. Benchmarking should create real competitive advantage. A fabulous concept, what’s not to like? So how do you benchmark? As with all things in life, there is an easy way and a […]
You Have to Collect the Dots Before You Join Them
To innovate you need insight You need to know stuff, how things work, how people think, what makes the world tick As you collect ideas, concepts, thoughts, insights in your head then gradually connections will start to form, you will start to see new possibilities and create new things, you will innovate A precursor to […]