Post-it Notes

Confirmation bias in design thinking

Posted Posted in Articles, Innovation, Methodology, Service Redesign, Transformation

Every few years another fad comes around. Look back long enough and you’ll see lean, systems thinking, TQM, CRM, structured systems and many, many more methodologies and/or approaches. The problem is in the delivery of the projects when the terms become more widespread. Background What we’re seeing is the climb of two methodologies: Service Design and Design Thinking. You can probably add in Human-Centered Design and Inclusive Design into that mix. Many organisations are adopting these methodologies to solve their existing problems, switching from a lack of methodology or from more formal, structure methods to ones centred around design. I’m increasingly seeing Design Thinking heralded as the way forwards, but there are some issues with that approach. To be clear, I’m a supporter of Design Thinking and many related methodologies. I’m not necessarily a supporter of how those methodologies are implemented in many […]

When is the Right Time to Change Your Mind?

Posted Posted in Articles, Methodology, Strategy, Transformation

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 having to re-evaluate my aims. Fortunately it’s not a serious situation and there are a few parallels to my professional life. I play guitar and I own a few guitar amplifiers. Each guitar and amp has its own tonal identity and quirks. I pick the right tools for the job; playing in a 60s Motown/soul band requires different guitars and […]

Lean Service Improvement Book

Service Improvement Book – In Progress

Posted Posted in Book

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 of the experiences have provided more evidence about which tools and techniques work well From a personal perspective, the break has given me more motivation to complete the book I expect to be publishing in 2016.

Yorkminster

Service Redesign

Posted Posted in 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 service environment. At the smaller end of the scale, there are service improvement engagements and delivering strategies and methods for continual improvement. We can’t implement the continual improvement for you; that has to come from within your own organisation, but we can be there with you on your journey. For new services, we assist organisations in developing their new operating models. At this level, it’s not the strategic target operating model, it’s a more tactical design that has to be workable in a live situation with […]