Category: Book

Strategy, Architecture & Problem-Solving

Pugh Matrix Template

Pugh Matrix Template

In Running With Knickers on Your Head book, I introduced the Pugh Matrix to assist with deciding on which solution to proceed with. You need either the excel or the pdf (the pdf is just an export of the Excel sheets). Excel: Pugh Matrix PDF: Pugh Matrix Intro PDF: Pugh Matrix

Gemba WasteWalk

Gemba Templates

The two Gemba templates used in the Running With Knickers On Your Head book. These are used to help identify waste in your organisation. They’re not the only tool, but they’re a good tool to start with. The Excel download includes the two pdfs. Excel download 1: Gemba Pdf download 1: Stand in the Circle…
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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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Running with Knickers on Your Head

The First Draft

I’m pleased to announce that the first draft of my book on achieving change in front-line services is available. It’s been many years in the writing as I’ve changed direction a couple of times, adapted to newer, emerging methods, but recognised that the core of the book is still as pertinent now as it was…
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Hospital ward

How much is too much training?

I’m divided in this, but lean towards only brief training, just enough to inform them, rather than enough to practice.   On one hand, it pays to understand why change in general is necessary and specifically, why the change that you’re about to implement is necessary. Often I see professionals who spend time with the…
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Suggestions Template

Suggestions Template

Downloadable template in Excel and pdf for use with the forthcoming book Running with Knickers on Your Head covering change and service improvement in front-line services. Use this for grouping suggestions by affinity, i.e. those with the same theme go in the same column. Excel download: Suggestions Template Pdf download: Suggestions Template  

RACI Matrix

RACI Matrix Template Download

Downloadable template in Excel and pdf for the RACI and RASCI matrices for use with the forthcoming book Running with Knickers on Your Head covering change and service improvement in front-line services. Excel Template: RACI Matrix Template PDF of RACI Version 1: RACI Matrix Version 1 PDF of RACI Version 2: RACI Matrix Version 2 PDF of RASCI: RASCI…
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Objectives Download

Downloadable template in Excel and pdf for use with the forthcoming book Running with Knickers on Your Head covering change and service improvement in front-line services. Objectives PDF Objectives Excel Template

Lean Service Improvement Book

Service Improvement Book – In Progress

After a year or so working with a large, complex client and some time before that working on a startup, I’m back to writing the book I started a couple of years ago. Three good things have come from this break: Both of the experiences have confirmed that the book needs to be written. What…
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Lean Service Improvement Book

Forthcoming Book on Improving Your Own Service

Some of you may already know, I’m in the process of writing a book on improving your own service. I’m aiming the book at the people who work the process themselves, e.g.: nurses social workers claims adjusters HR/OD staff office managers office administrators hotel staff and their managers and change agents/analysts As you can see,…
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