Stakeholder Analysis

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This is just a brief introduction to a classic method for performing stakeholder analysis. It’s a simple concept and I’m including it since it’s another good example of a 4-box model. To misquote Helmuth von Moltke the Elder: No project survives contact with the customer Background Every change activity has to deal with people. Whatever you’re planning, you’ll affect some people more than others and some of those people you affect will have a greater opportunity to influence your progress.

When is it Innovation?

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The terms innovation and invention are thrown around with abandon. This is rife in the startup domain where the innovation is often relating to a business model and in ageing corporations where innovation is being used to revitalise the organisation. But when is it innovation? Or could we actually be thinking of invention, improvement or creation instead?

Rethink the Carrot and Stick

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I remember one of my clients being confused when I mentioned the carrot and stick as we discussed motivation for change. Since then I’ve found it an interesting test to see how people think motivation works in their immediate team. There are two versions of the carrot and stick story. Both versions include a donkey. The first version is that the carrot is attached to string at the end of the stick. With the donkey-rider holding the carrot in front […]

The Wrong Quick Wins

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A few thoughts from me on quick wins and why we go for the wrong type. Hands up if you’ve ever had a project sponsor say they needed quick wins? Usually, it’s about showing that you’re doing something to the company board so your project isn’t cancelled or it’s about showing you can make savings. Both of those indicate an immature organisation that’s ready to cancel change activities before they’re due to return results. Some changes take time, some can be […]

Rodents Don’t Scuba Dive – Innovation In The Real World

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I’ve always liked the concept about innovation being the introduction of something that’s already done in one industry sector into another sector where it’s not (yet) done. Incomplete Definition Unfortunately, it doesn’t stand-up as a complete definition of innovation. For instance, it falls short by not recognising innovation from within. By that, I’m not referring to new types of products (e.g. the internal combustion engine) since those would be better classed as inventions. Many new products are existing concepts with […]

When is the Right Time to Change Your Mind?

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When is the Right Time to Change Your Mind? You have many opportunities in life and business to change your mind. Each of us has many opportunities, but we don’t always take those opportunities. We may be conforming to social constraints and expectations or don’t want to risk appearing inconsistent by changing too often. Let’s look at a non-serious example and extract nuggets we can apply in a business context. 1) The Background I’m in a situation right now where I’m […]

Lean Service Improvement Book

Service Improvement Book – In Progress

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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 I have seen in the last two years has proven to me that there is a gap and this book will fill that gap Both […]

Applying Lean Startup in the Public Sector

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Yesterday, I presented at #Leanconf 2013 in Manchester. It was the first Lean Conference covering Lean Startup in Europe. There was a great energy to the 2-day event with a variety of planned and unplanned talks plus lots of opportunity to network without the usual tradeshow conference feeling of being stalked by sales managers. I don’t think I’ve seen a community spirit like that in a long time; every attendees helped someone else no matter how far along their own […]

Lean Service Improvement Book

Forthcoming Book on Improving Your Own Service

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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, 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 […]

What's the emotional content of your customer journey maps?

What’s the Emotional Content of Your Customer Journey Maps?

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I’ve previously discussed the inclusion of a dormant state and a return loop when reflecting on the fact that the Customer Journey Never Ends. You can include a further extension of the customer journey maps by showing proximity or emotional state. Focus on the Emotional State Typical customer journey maps (or diagrams) depict activities and results, maybe important events as well. These commonly use the terminology of the organisation rather the customer. By shifting that focus onto how engaged the […]