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Clarity of Purpose is Greatly Overrated

12 September, 2013 by James Lawther 4 Comments

Many will tell you that clarity of purpose is all important. Your purpose is what you are here to do If you are clear about your purpose then you can structure your: organisation measures policies structures processes training and kitchen sink to help you achieve that purpose. If you are clear about your purpose then […]

Filed Under: Blog, Process Improvement Tagged With: authenticity, point optimisation, purpose

Have You Killed any Swans Today?

29 June, 2013 by James Lawther 4 Comments

Swans

We live and work within systems, systems that connect things.  One way or another everything is connected. That sounds like psycho-babble, so let me give you an example: Legislation leaves swans starving The In the far north of England on the border with Scotland is the town of Berwick-upon-Tweed.  In 1994 the flock of swans […]

Filed Under: Blog, Operations Analysis Tagged With: devil is in the detail, point optimisation, service design, systems thinking

Customers Despise Centres of Excellence

7 April, 2012 by James Lawther 5 Comments

Chopping Tomatoes

Imagine you make pizzas for a living You are the master baker You have an army of under bakers at your disposal.  They run the best fleet of pizza ovens in the country, no sooner are they given an uncooked pizza than it is baked to perfection.  You run a pizza baking “centre of excellence” […]

Filed Under: Blog, Process Improvement Tagged With: accountability, point optimisation

Fool’s Gold, How to Save Money

10 December, 2011 by James Lawther 3 Comments

It is easy to save money.  I have seen it done time and time again.  Here is a simple 5 step plan to achieve that very thing: Look at the work you do and split it into all the different tasks Send all of the easy stuff to a low skilled (cheap) outsourced supplier Focus […]

Filed Under: Blog, Process Improvement Tagged With: call centre, cheap and nasty, cost saving, efficiency versus effectiveness, outsourcing, point optimisation, video

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