Category: Service Redesign

Strategy, Architecture & Problem-Solving

Tanker

Sunk cost

During the last few weeks of writing my last book, I realised that a related message to a different audience would be better delivered by video. So I started writing a training video. Then I stopped. I’d thought more about what I wanted to complete, who the customers would be and focussed on that. The…
Read more

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…
Read more

Electric car

Range Anxiety: Customer Issue or Product Issue?

I mentioned in a previous short article about how companies can misinterpret what their clients want and in another about industry reactions to issues. In this article, I want to explore how companies can force their issues onto the customers. Background I was reading up on electric cars (EVs) and in the last year the…
Read more

Port

Customer vs Enterprise Perspective

Here’s a quick exercise on perspective, scope and how we view problems.  How big is your enterprise? Follow that question with these two questions: How big is it compared to the size of your organisation? How big is it compared to the size of your team? That’s the internal focus.  Now let’s try a different…
Read more

grave

The Truth Behind Reducing Death Rates

I was being interviewed by a prospective client a few years ago and I was asked an odd variant of a common question. There are more typical versions of that question, e.g. “what accomplishments are you most proud of?”. This variant blended the 3rd person perspective with reputation and achievement. If was more along the…
Read more

NateSmith

Participation

A short while ago, I posted about how we can engage others in making decisions through the creation of an appropriate framework. Today, I noticed something else similar. I saw a video of the drummer Nate Smith engaging an audience in counting. Now if you’ve got even a basic level of musical talent, you’ve probably…
Read more

drops-of-water

Invest in Now

Also known as “Take care of the customer in front of you, not their future selves.”  I’m minded of this, specifically regarding how organisations can manipulate the perceived balance of power between them and their customers when applying refunds. Mistreatment I’ve noticed that it’s not necessarily specific companies, but the industry sectors they operate in.…
Read more

Jumbled music

Devolving Decision-Making through Frameworks

If you create an appropriate framework, people can understand what to do when you haven’t told them the details. All too often, organisations define rules that do not need defining. They may choose to set criteria for approvals, or host panels in order to evaluate submissions. A better approach in many cases is to create…
Read more

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…
Read more

Subscribe now

Yes, please give me regular valuable information on improving business change and for information on the new book