Category: Service Redesign

Strategy, Architecture & Problem-Solving

ERRC as an 8 box model

Blue Ocean Strategy includes a concept of an ERRC diagram to cover the following strategic decisions: Eliminate Reduce Raise Create Graph? It’s usually depicted as a linear graph where the authors of each ERRC decide which of the features of their product (or indeed which products) should fall into which section of the graph. The…
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Could gyms adopt a GCP pricing model?

We’re at that time of year where the gyms are full of resolutioneers. I have no problem with that. It’s well-known that the influx is short-lived. But it’s a messy business model and I’ve written before about possible changes to the business models of gyms based on features and quality. There are a few reasons for…
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Tanker

Sunk cost

During the last few weeks of writing my last book, I realised that a related message to a different audience would be better delivered by video. So I started writing a training video. Then I stopped. I’d thought more about what I wanted to complete, who the customers would be and focussed on that. The…
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Pugh Matrix Template

Pugh Matrix Template

In Running With Knickers on Your Head book, I introduced the Pugh Matrix to assist with deciding on which solution to proceed with. You need either the excel or the pdf (the pdf is just an export of the Excel sheets). Excel: Pugh Matrix PDF: Pugh Matrix Intro PDF: Pugh Matrix

Gemba WasteWalk

Gemba Templates

The two Gemba templates used in the Running With Knickers On Your Head book. These are used to help identify waste in your organisation. They’re not the only tool, but they’re a good tool to start with. The Excel download includes the two pdfs. Excel download 1: Gemba Pdf download 1: Stand in the Circle…
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Electric car

Range Anxiety: Customer Issue or Product Issue?

I mentioned in a previous short article about how companies can misinterpret what their clients want and in another about industry reactions to issues. In this article, I want to explore how companies can force their issues onto the customers. Background I was reading up on electric cars (EVs) and in the last year the…
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Port

Customer vs Enterprise Perspective

Here’s a quick exercise on perspective, scope and how we view problems.  How big is your enterprise? Follow that question with these two questions: How big is it compared to the size of your organisation? How big is it compared to the size of your team? That’s the internal focus.  Now let’s try a different…
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grave

The Truth Behind Reducing Death Rates

I was being interviewed by a prospective client a few years ago and I was asked an odd variant of a common question. There are more typical versions of that question, e.g. “what accomplishments are you most proud of?”. This variant blended the 3rd person perspective with reputation and achievement. If was more along the…
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NateSmith

Participation

A short while ago, I posted about how we can engage others in making decisions through the creation of an appropriate framework. Today, I noticed something else similar. I saw a video of the drummer Nate Smith engaging an audience in counting. Now if you’ve got even a basic level of musical talent, you’ve probably…
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drops-of-water

Invest in Now

Also known as “Take care of the customer in front of you, not their future selves.”  I’m minded of this, specifically regarding how organisations can manipulate the perceived balance of power between them and their customers when applying refunds. Mistreatment I’ve noticed that it’s not necessarily specific companies, but the industry sectors they operate in.…
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