I’m reminded of the phrase “a dog is for life, not just for Christmas”. Similarly, as soon as an organisation starts a relationship with a customer, they’re stuck with that relationship. Many organisations design customer journeys but think from their own perspective rather than that of the customer. That’s a mistake but one that can…
Read more
Introduction I’m often talking business strategy and how it can apply to any business no matter how new or how small. Strategy should be applied to every business but it’s a shame that the closest many business owners get to it is a business plan for a bank loan. This is even worse when they…
Read more
Introduction Cialdini’s book on Persuasion is a great introduction to the forces applied on us by others to convince us to change our ways, e.g. buy their product. I see the ideas implemented the more and more I look. Often I think people have stumbled on the ideas, other times I feel that the interaction…
Read more
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…
Read more
Starting this week, I’ll be answering your questions on Lean and Lean Startup and how they can be applied to the public sector. I’ll also answer questions on wider subjects of business transformation and change management, although I expect most will relate to Lean in public sector and/or Lean Startup in existing organisations. I’m assuming…
Read more
Last week, I was provided with the short opportunity to improve a service within an NHS Acute Trust. I had 5 minutes to understand the problem and then I suggested a quick improvement. I’d like to take you through how we arrived at a solution and the resulting lean cost benefit analysis of that solution.…
Read more
From what we have seen so far, we’d have 3 separate, but related process models. One for each of the following: Buy a Book Choose a Book Pay for Book Numbering the processes Some of that was getting difficult to describe. The fact that Pay for Book is a process step in one diagram and a whole…
Read more
In the previous diagram, I’ve put two crosses, not part of any standard. I’ve used them to highlight what’s wrong with the Choose Book process as depicted above. The second of the crosses is easiest to explain. The process step of Scan Book more properly belongs in the Pay for Book process. We can see it in the Pay For Book process, so…
Read more
If you look at the Pay for Book process-step in the top row of the above image, you’ll notice I’ve included a small image of the Pay for Book process. The use of colours is just to help me show how the processes fit together here. It’s incredibly rare to have the process and the more detailed process on…
Read more
Introduction Processes can be broken down into more detailed processes. In this article, I’ll take one of the process steps from the previous article and look in more detail about how it connects to the other components of the process. Some Perspective A key feature of any workflow system is that you should be able to look…
Read more
Recent Comments