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Zombies will do Wonders for Your Motivation

2 February, 2013 by James Lawther 10 Comments

I have just wasted 2 weeks of my life playing “Plants versus Zombies”, the worlds most foolish computer game.  The premise is at best dubious, I grow plants in my garden and these protect my house from an onslaught of brain eating zombies, yet I am totally addicted. I’m 44 years old, I should know […]

Filed Under: Blog, Employee Engagement Tagged With: competence, flow, focus, motivation, video, zombies

Saying Yes When the Computer Says No

25 September, 2012 by James Lawther 3 Comments

It’s a poor joke… The computer says “No”. It wouldn’t be funny if it wasn’t true.  But the computer does say “No” with alarming regularity. Well not the computer, but the bloke who programmed the computer.  The same bloke who created all the policies, rules and red tape. The demoralising computer The computer is demoralising, […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: back to the floor, beliefs, bureaucracy, video

Making Life Difficult

15 August, 2012 by James Lawther 1 Comment

In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: customer effort, customer satisfaction, customer surveys, measurement, net promoter score, video

What is the Kano Model and Why Should You Care?

26 June, 2012 by James Lawther 5 Comments

Customers are selfish people. They want everything, they usually want it now, and worse still, what they say they want and what they really want are not necessarily the same thing.  Customers aren’t known for being clear. This is a bit of a problem. Fortunately in the 1980’s a very smart Japanese gentleman called Professor […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: customer requirements, East Midlands Trains, six sigma, video

What Can a Three Year Old Teach You About Strategy?

19 June, 2012 by James Lawther 6 Comments

My daughter came home from nursery this afternoon singing a song about a skeleton called “Ezekiel’s dry bones”. The lyrics go like this: The toe bone connected to the heel bone, The heel bone connected to the foot bone, The foot bone connected to the leg bone, The leg bone connected to the knee bone, […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: clarity, strategy, video

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