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What Do You Wish You Were You Good At?

2 April, 2019 by James Lawther 1 Comment

Innovation In management

Management Innovation When people think about innovative businesses what excites them? I’ve heard plenty of people getting frothy about their new phone and all the fancy apps it comes with but I have yet to hear anybody getting agitated about washing machines and microwave ovens. Domestic appliances or “white goods” do not set the imagination […]

Filed Under: Blog, Process Improvement Tagged With: business process management, capability, continuous improvement, focus, innovation, make it so good they will want to come back and bring their friends, purpose, strategy

Beware the Quick Fix

13 October, 2012 by James Lawther 4 Comments

Short Term Repair

A Definition: Short-termism: An excessive focus on short-term results at the expense of long-term interests. ~ The Financial Times A Quote: Do what you do so well that they will want to see it again and bring their friends. ~ Walt Disney A Proverb: The best time to plant a tree was 20 years ago. […]

Filed Under: Blog, Process Improvement Tagged With: make it so good they will want to come back and bring their friends, rework, short term thinking

Customer Service the Virgin Atlantic Way

10 March, 2012 by James Lawther 12 Comments

Magic Touch 1

People love Virgin Atlantic.  If you Google “I love Virgin Atlantic” you’ll get 79,000 hits, try doing that for British Airways and the number is 50,000.  A number that isn’t too shocking until you realise that BA have ten times as many planes as Virgin. The “I hate” figures tell a very similar story. But […]

Filed Under: Blog, Employee Engagement Tagged With: aviation, good service, make it so good they will want to come back and bring their friends

If a Job’s Worth Doing

25 December, 2009 by James Lawther Leave a Comment

It is worth doing well.  God alone knows what the neighbours think. Happy Christmas

Filed Under: Blog, Process Improvement Tagged With: bling, Christmas, continuous improvement, make it so good they will want to come back and bring their friends, tools to do the job, video

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