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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A number of years ago, I was transforming a city’s social care directorate and, as part of that transformation, we aimed to reduce the time it took to do anything when interacting with the service. The transformation was based on a more fundamental need to free up workers to be able to do the work…
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I wrote in the previous article that we don’t need a separate xtech for any given sector x. Abstracting further, the focus should be on the customer, not the technology. We see healthtech, fintech and insuretech which indicate the use of new technologies to improve existing or introduce new business models. But technology is just…
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