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.:
and their managers
and change agents/analysts
As you can see, it’s not restricted to any industry, but will be most relevant to those working in service industries (whether from private, public and 3rd sector), so that should include:
More accurately, the information in the book could be useful for any industry, however there already exist books for improving manufacturing production processes, so I have not covered them.
What’s the book about?
The focus is on improving a service without recourse to large consultancy fees and should work well on small changes locally within a team and managed changes with partner teams and organisations (e.g. suppliers and B2B clients). It’s heavily based on Lean concepts, using simple tools, but also includes a framework in which to manage the changes. I’ve borrowed from a number of methodologies and concepts to meld together a method that is suitable for the average worker and implementable in any service team.
While I’m happy to write this book alone and for everyone to read, I really like the idea of the readers contributing their thoughts as I write it. This fits nicely with the Lean Startup model, so to accomplish this, I’ve listed the current table of contents below. Please have a read through the table of contents and let me know what you think. If you’re interested in this book, let me know what you want to learn from it.
Draft Table of Contents
Section I: Beginning
3 Where to Start? Section II: Redesign
4 How to Redesign the Service
5 Detailed steps for How to Redesign a Service Section III: Other Paths
6 Refocus service on customer
7 Only have today to make changes
8 Bottleneck Resolution
9 Reduce errors and improve service
10 Create a new service
11 Improve office layout Section IV: Case Studies
12 A Real World Example: Capacity and Value Stream Owner
13 A Real World Example: Duty Role in Social Care
14 A Real World Example: Urgent Cases in Social Care Section V: Extensions
15 Other sorting methods
16 Making it Happen
17 Managing the Change Section VI: Continuing
18 Sustaining Change Section VII: Reflections
19 Important Perspectives
20 Other Frameworks
21 A final piece of advice Section VIII: Appendices
22 Appendix A: The Rules
23 Appendix B – Pocket Guide for Service Redesign
24 Appendix C – Indicators of Blocked Flow and Waste
25 Appendix D: Tools
26 Appendix E: References