July 27, 2018

Giving Feedback

Few people come to work to do a bad job. Mistakes and errors usually arise because of weaknesses in working processes – workloads are stretched; skills, experience or t...

September 20, 2017

The City of the Internet

The internet is like a vast city. Hundreds of millions of people live out their lives there; millions of businesses operate there; and retailers galore have their shopfro...

September 13, 2017

The Voice of the Process

I posted about the Voice of the Customer yesterday. The Voice of the Process is the other side of the coin. The Voice of the Process defines the current configuration of...

September 12, 2017

The Voice of the Customer

Understanding what your customers “value” from your organisation’s processes is essential for success. It is called the “Voice of the Customer”. It is the custo...

September 6, 2017

Why Lean Fails

Lean is a people process. It is about people working together, as equals, to solve problems to everyone’s benefit. Lean fails when an organisation tries to “bolt on�...