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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If you create an appropriate framework, people can understand what to do when you haven’t told them the details. All too often, organisations define rules that do not need defining. They may choose to set criteria for approvals, or host panels in order to evaluate submissions. A better approach in many cases is to create…
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Treating your customer as valuable could be the first step to understanding what your customer values. I went shopping in my local supermarket. It was eventful for the number of things that went wrong for me, all of which could have been prevented with some foresight and some real-world gemba. It was early…
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There are a number of company-hosted competitions, events, hackathons all with the aim of introducing innovation to the host company. I questioned the rationale behind these initiatives in the first part of Outsourcing Your Future. The P&G Signal Accelerator Innovation Brief for Daycare Subscription is a good example of how these can be presented to the public,…
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I read Vim‘s article on What Does Failure Mean for Public Services and I wanted to respond. I wanted to build upon Vim’s thoughts from my own perspective. I’ve developed that perspective over a couple of decades working across front-line teams and supporting teams, transforming workforces across public and private sector. This results in me…
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I’m divided in this, but lean towards only brief training, just enough to inform them, rather than enough to practice. On one hand, it pays to understand why change in general is necessary and specifically, why the change that you’re about to implement is necessary. Often I see professionals who spend time with the…
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Testing is not just for software, but for the business processes, organisation or service that you’re implementing? I’ve seen many test routines that are too artificial, too removed from the reality of what the users will go through. Fortunately this factor has improved over time, especially with more focus on user stories. Let’s consider one…
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Downloadable template in Excel and pdf for use with the forthcoming book Running with Knickers on Your Head covering change and service improvement in front-line services. Objectives PDF Objectives Excel Template
I heard this quote the other day, but I didn’t catch who originally said it. Art requires rigour, science requires creativity The first point is that it’s contrary to the standard view. The second point is that both perspectives are valid and that there shouldn’t be that much of a difference. It then made me…
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Some organisations have a different approach to how they handle the status of a document. The approach belies a more fundamental culture of how work is commissioned and reviewed and how staff are viewed. Background One of my clients exhibited odd behaviour regarding commissioning work and approving it. Due to the nature of the engagement,…
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