Ladder of citizen participation

Where Organisations Go Wrong

Posted on Leave a commentPosted in Articles, Service Redesign, Transformation

A lot happened in 1969. The moon landing, Led Zeppelin was released (the first LZ album), the maiden flight of the Boeing 747, and a paper by Sherry Arnstein. It’s difficult to say which is the most important of those above, but Arnstein’s paper is probably the least famous. Context I frequently speak with directors and project leaders who introduce their voice of the customer initiative as the way that they interact with customers. That’s the way the company understands […]

Automation of White Collar Jobs and Process Debt

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Background Business Insider published an article on how automation may remove the need for people in white-collar roles. While the context of the article seems relevant, I found the choice of example to be very odd. Specifically Deliveroo’s creation of 25 redundancies in their ordering process. In fact, I think it more likely that process debt had been accrued and then paid off as part of an improvement programme. Initial Thoughts I found it odd because to me that sounds like the […]

Applying Different Categories of Knowledge

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Introduction We should be careful when we judge the effectiveness of others and reflecting on this can in turn help influence us in how we approach change activities. I’ll use this chart (shown in more detail further down) to describe the differences. First Day Effectiveness On numerous occasions, I’ve seen people judge others by their effectiveness on the first day at work. In some cases that may be fairer than others, but let’s take the view of a clinician arriving on a hospital ward for the […]

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.

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 […]

Be The Customer

Be The Customer

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Introduction I really believe in getting customer input, especially before you build you product or service. Lean Six Sigma includes the concept as part of Voice of Customer, Lean Startup and similar methods include the concept within Customer Development. If you work for an existing organisation that currently delivers products/services rather than a start-up, sometimes it’s easier to actually be your customer than to gather their input. Many companies try to get closer to customer needs by using mystery shoppers. […]

Wood pile

Trouble-shooting and Solving Problems

Posted on Posted in Problem Solving

To be able to fix the problem, you first need to know what the problem is. More specifically, you need to know which problem to fix first. Your staff may already be telling you what the problem is, you may already know what it is, but what if that’s not the most important problem and the underlying problem is something else entirely? That’s where using an external consultancy can prove valuable. We’re impartial, unencumbered by politics, with no axes to […]