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September 2, 2009

Ideas on Performance Measures for Service

Many books on service improvement for public services tell us that the target driven approach is wrong. Few seem to come up with alternative measures of the capability and effectiveness of the service. Here are some ideas of mine; I’d welcome other people’s thoughts:   – Flow. We need to measure the total flow time in
September 2, 2009

Review of “The Lean Toolbox for Service Systems” by John Bicheno

The Lean Toolbox for Service Systems is the best book on lean service I have seen – because John Bicheno recognises the true nature of service. Many lean service books insist that lean manufacturing tools can be applied equally in service processes. This may be true in a minority of service situations (fast food service
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