Tag: service improvement

Strategy, Architecture & Problem-Solving

support-2355701_1280

Failure in public sector – The Reprise

I read Vim‘s article on What Does Failure Mean for Public Services  and I wanted to respond. I wanted to build upon Vim’s thoughts from my own perspective. I’ve developed that perspective over a couple of decades working across front-line teams and supporting teams, transforming workforces across public and private sector. This results in me…
Read more

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…
Read more

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…
Read more

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

When is it Innovation?

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?

When is the Right Time to Change Your Mind?

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…
Read more

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…
Read more

Applying Lean Startup in the Public Sector

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…
Read more

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,…
Read more

Yorkminster

Service Redesign

Are you designing a service or transforming an existing service? For redesign, we help organisations to reform teams more logically and change the way that they work resulting in more efficient processes. This is more structured and more logical than older BPR (Business Process Redesign) concepts as we’re heavily influenced by Lean but in a…
Read more

Subscribe now

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