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Standards Make Good Servants but Poor Masters

4 November, 2019 by James Lawther Leave a Comment

standard work

Standard work I found an interesting post about standardisation in public services.   The post argues that standardisation doesn’t work in the service industry.  Each customer or citizen is different and because each citizen is different they want different things.  So if you standardise everything and then force your staff to follow the standard process […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: andon, best practice, command and control, compliance, conformity, standardisation, work instructions

Rule 7: If the Work is Important Write it Down

3 July, 2015 by James Lawther 6 Comments

I have a file on my laptop It is a rather sad file, it is called “Sunday Night”. I travel for work and on Sunday nights I pack a bag for Monday morning.  The file reads a little like this… Sunday Night: Taxi, Train Times, Water Bottle, Hat, Scarf, Gloves, Coat Monday: Shirt, Jacket, Trousers, Belt, […]

Filed Under: Blog, Process Improvement Tagged With: best practice, gemba, process mapping, standardisation, video, work instructions

A Splendid Waste of Time

14 September, 2014 by James Lawther 7 Comments

HMS Ocean

Is management by wandering around a good thing? I was talking to a friend of mine today.  He used to work for the Royal Navy. He navigated ships in his 20’s. Apparently getting H.M.S. Ocean around the Isle of White and into the Solent without sinking some fool in a yacht is no mean feat.  Particularly […]

Filed Under: Blog, Employee Engagement Tagged With: business process management, management by wandering around, management style, process mapping, work instructions

Process Controls or Commandments?

4 September, 2012 by James Lawther 3 Comments

Though Shalt Not Park

The other day I phoned my IT “help” desk.  They were polite, calm and pleasant but totally useless. They wouldn’t do the one thing I asked them to do.  My request wasn’t unreasonable.  In fact the man on the other end of the line agreed with me, it was the obvious way forward.  But.. The […]

Filed Under: Blog, Process Improvement Tagged With: beliefs, bureaucracy, process control, work instructions

Clear Work Instructions, an Eight Point Plan

20 June, 2011 by James Lawther 2 Comments

When writing work instructions, you get points for clarity, not style.  Instead of waxing lyrical about the customer journey and decisive moments, just make your point.  Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: best practice, clarity, communication, error proofing, process control, service design, work instructions

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