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Slimy Customer Service

12 May, 2010 by James Lawther Leave a Comment

Scientists in Japan have been working with a species of slime mold.  It spreads out radially, growing a network of veins as it looks for food.  When it finds food it then contracts to remove redundant veins . The scientists carried out an experiment; producing a map of Tokyo with oat flakes (food) and watching […]

Filed Under: Blog, Operations Analysis Tagged With: capability, clarity, communication, complexity, decisions, purpose

Focus

12 April, 2010 by James Lawther Leave a Comment

If you want to be good at something you need to focus, that is obvious.  But how much of a difference does it make?  Take the Aravind eye hospital in India. It was founded in 1976 by Dr Govindappa Venkataswamy.  He had one aim, “to eradicate needless blindness”. In 2009 it treated 2.75 million patients […]

Filed Under: Blog, Process Improvement Tagged With: Aravind Eye Hospital, clarity, good service, purpose

Savoir Faire

12 April, 2010 by James Lawther Leave a Comment

I watched a fascinating article about skiing. It showed how Olympians prepare their skis.  Before each race they: 1.  Strip the bottom of each ski to remove damage. 2.  Etch on a special grooved pattern to allow water to dissipate. 3.  Wax the ski, the type of wax is dependent upon the snow conditions. 4.  […]

Filed Under: Blog, Process Improvement Tagged With: capability, continuous improvement, purpose

Decide

12 April, 2010 by James Lawther Leave a Comment

The problem with decisions is that it is easy to make the wrong one.  It is easier to wait for more data and more information.  That way you won’t get it wrong and spend time and money chasing down the wrong decision. Not making a decision though is indecision.  If you don’t decide you won’t […]

Filed Under: Blog, Employee Engagement Tagged With: communication, constraints, decisions, purpose, test and learn

The Mother of Protracted PowerPoints

12 April, 2010 by James Lawther Leave a Comment

Peter Bregman writes an interesting post in the HBR blog about wasted time in large organisation. He points out that employees of large organisations spend hours and hours with “unnecessary meetings, unimportant emails, and protracted PowerPoints”. He suggests a three question test to guide us on whether or not we should become involved: 1.  Am […]

Filed Under: Blog, Process Improvement Tagged With: being too helpful, clarity, cost saving, purpose, root cause analysis, waste

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