…to determine what your customer needs. All of these are common sense, but common sense and common practice aren’t necessarily the same thing. Go and see. If you want to know where to look, data is lovely, but there is no substitute for going and seeing for yourself. Some of what you see will be easily identifiable pain points. More challenging to discover are the hidden frustrations. Ask them. A few open questions will tell you more than a pletho…
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Headroom
…task two altogether. They screw down their labour loading so everybody is “100% occupied” leaving no time for staff members to do anything but chase after their day jobs. Many organisations don’t waste money on task two. What could your front line staff possibly know about improvement? They should be working… Headroom The solution is obvious but hard. Create some headroom. Do something about task two, anything that will free up a little time. Work…
Preventable Harm
…following 3 things: Every statistic you read on the internet is true. I am competent with a calculator. Commercial airline travel was as prone to accidental death as medicine. Then: In absolute terms 12 planes would have crashed every day in 2014 killing every passenger on board. If, however, the death rate was the same (deaths / customer) that figure would have been 12 per hour. Please feel free to check my maths. A conclusion: If aviation was as…
An Extraordinary System
…e certain rules that they obey. For example they don’t eat until they have completed all their deliveries and they never open a tiffin box. In return for this, and for what is essentially manual work, the Dabbawalas earn a reasonable wage. Process Every morning tiffin boxes are collected from the homes of customers. They are then transported by bicycle, cart, hand and rail into the centre of Mumbai. The Dabbawalas run a hub and spoke system; each…
Pride and Ignorance
…sically trained physician? Intellectual pride and ignorance are a fearsome combination. Only the clamouring of fleet commanders hearing about HMS Suffolk resolved the issue. Unless of course you were unfortunate enough to sail in the merchant navy. Merchant seamen had to wait another 70 years to be free of scurvy. And to think the American’s call us Limeys. I’d go for just plain stupid. And the lesson I could draw out so many points from this st…
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