Tag: strategy

Strategy, Architecture & Problem-Solving

Using Four Box Models

What is a Four-box Model? It’s a simplified graph, depicting two axes and the four boxes start at the corners of the graph. There’s an example further down below. Why Use Four-box Models? I love four box models. They’re simple and since they’re simple, they force you introduce clarity where there may have been confusion…
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Innovation is not a Space

I’m increasingly seeing clients with innovation spaces and I’m seeing more of them on social media/news channels where companies are outfitting office spaces with fun decorations and repurposed objects (e.g. tuk-tuks as meeting spaces). This concept of an innovation space has been introduced to change the way that employees generate solutions. What’s the problem? The problem…
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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…
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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…
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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,…
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What's the emotional content of your customer journey maps?

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

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…
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Signs by I Am Fry under by-nd 2.0

The Customer Journey Never Ends

I’m reminded of the phrase “a dog is for life, not just for Christmas”. Similarly, as soon as an organisation starts a relationship with a customer, they’re stuck with that relationship. Many organisations design customer journeys but think from their own perspective rather than that of the customer. That’s a mistake but one that can…
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Strategic Analysis and Direction

Bringing a calm strategy to muddy waters. The benefit of using external consultants is that they can see through the internal politics and difficulties. Strategic Analysis and Direction Often the direction is not clear; there are a myriad of options or the service is trapped in an ever-continuing scenario of fighting daily fires. If you’re in…
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