Month: July 2018

Strategy, Architecture & Problem-Solving

Hospital

Treat your customer as valuable

Treating your customer as valuable could be the first step to understanding what your customer values.   I went shopping in my local supermarket. It was eventful for the number of things that went wrong for me, all of which could have been prevented with some foresight and some real-world gemba.   It was early…
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bathroom

Your Customers’ Problems Are Your Problems

I’m writing a new book, this will be my second*. I’d written a couple of chapters last week, one of which focussed on how organisations leave problems for the customers to resolve, but that they don’t think of it that way. In one chapter, I used the example of “Warning. Hot Water.” signs, stipulating that…
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theatre seating

Outsourcing Your Future – part 2

There are a number of company-hosted competitions, events, hackathons all with the aim of introducing innovation to the host company. I questioned the rationale behind these initiatives in the first part of Outsourcing Your Future. The P&G Signal Accelerator Innovation Brief for Daycare Subscription is a good example of how these can be presented to the public,…
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Innovation

Outsourcing your future

There’s a growing trend in organisations to outsource their future through innovation labs and innovation competitions. I like to question the rationale behind these decisions and look at the host company more closely. After all, what is behind its decision to handle innovation from outside-in, rather than inside-out? Reasons So let’s explore. Why would an…
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