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What do Your Customers Think?

23 March, 2013 by James Lawther 6 Comments

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 […]

Filed Under: Blog, Process Improvement Tagged With: customer behaviour, insight, usability testing, video

Do You Design Against Demand?

5 March, 2013 by James Lawther 5 Comments

Here is a very simple 2 step improvement idea for you: Understand the customer demands that are placed on your organisation Design your infrastructure and processes to meet those demands. Or, to put it a little less managerially, find out why your customers call you, then work out the best way to give them what […]

Filed Under: Blog, Process Improvement Tagged With: customer requirements, economies of scale, efficiency versus effectiveness, form follows function, Olympics, service design, video

Gordon Ramsay, Darcey Bussell and Your Next Re-Org

19 February, 2013 by James Lawther 7 Comments

When we are faced with a problem, maybe a new competitor, a cost challenge, a product launch or simply a new job, we marshal our forces to deal with it. We reform our departments Shuffle our management teams Hire the right talent Politely ask those who aren’t performing to the standard we expect to leave. […]

Filed Under: Blog, Employee Engagement Tagged With: form follows function, redundancy, reorganisation, tampering, teamwork, trust, video, wasted intellect

When Will You Die Daddy?

12 February, 2013 by James Lawther 2 Comments

Learning and Development

A charming question asked me by my 4-year-old daughter this weekend.   I didn’t know the answer so I had a search in line for some statistics. In Ancient Rome life expectancy at birth was 28 years old.  If you made it through your first 15 years (avoiding all the horrific causes of child mortality) you […]

Filed Under: Blog, Employee Engagement Tagged With: information technology, knowledge management, learning, test and learn, training, video

Caution: Management by Hippopotamus

6 February, 2013 by James Lawther 2 Comments

There is a HiPPO in the room.  It is big, loud, ugly and everybody is doing what it wants. The HiPPO is the Highest Paid Persons Opinion. You can spot HiPPO’s quite easily, they are expressed forcefully, everybody nods and agrees with them and they are always the last thing said. A HiPPO is a […]

Filed Under: Blog, Process Improvement Tagged With: assumptions, learning, sacred cows, test and learn, video

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