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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 training are lacking; operating procedures are poorly defined, impractical or unenforced. In general, these issues are not the fault of the person doing the job. Feedback, should,
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 shopfronts there. In the real world, every city has a police force. If you get into bother in London, or Glasgow, or New York, you contact the police
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 the process and its current performance, including: The clarity of the process goal The involvement of stakeholders in guiding the management and performance 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 customer who defines the purpose of the process and we should, therefore, organise the process in a way that delivers the “value” that the customer requires in the most efficient manner.
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” lean tools and checklists to an existing hierarchical culture. If the culture remains one of individuals vying for attention, and trying to show themselves to be more
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