If you spent all your time looking back at what you had achieved, it would be easy to become complacent, to sit back, to rest on your laurels. If you spent all your time looking ahead at what you have to achieve, it would be easy to become disheartened, to lose confidence, to give up. Performance […]
I’d Rather Gnaw my own Leg Off
I have just sat through the most boring, least effective meeting of my life. If I could have gnawed my own leg off to escape it I would have gladly done so. Unfortunately that wasn’t an option, it was interminable: It wasn’t clear what we were there for: was it to update us? Was it so we made […]
Process Noise and Coffee Sticks
I would like you to do something for me, next time you are in Starbucks go and steal twenty of those sticks that they have for stirring coffee. Go on I dare you, be a little dangerous. Next I want you to snap them all in half using your two bare hands. Finally I want […]
Error Proofing
Error proofing is making things “easy to get right and difficult to get wrong”. It is a small but very powerful idea. Improving customer service is easy, all you have to do is: Find out what your customer is unhappy about Work out what the cause of that unhappiness is Fix that cause In labour […]
The Five “Whys?”
I have an eight year old daughter, she is verging on perfect (well I am her Dad). Unfortunately there are a number of bits where she is not so verging on perfect. One of those is her constant questions, why why why why why?. As the saying goes “It does my head in”. This is […]
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