The 20 rules: Prioritise the work Don’t make your customers wait There is always more work than people Study the work Understand how the work works Standardise the work If the work is important write it down Train your staff Make the work easy Build systems Stream line the work Find the bottleneck Clean the […]
Where is Your Pilot Plant?
To improve you must learn Unfortunately, you only learn when you mess things up. You only learn how to ride a bike by falling off one. If you didn’t fall off, then you didn’t learn (I guess you already knew how to ride it). If you try something new and it works first time, fresh […]
A Stitch in Time…
Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
The Basics
If you run a corner store: You must open from 7 ’till 11 You should stock milk, bread, toothpaste… And you know to you will work Sundays If you run a fast food restaurant: The food must be filling The food should be tasty (enough) And you know to keep the toilets clean If you […]
Sexism and Process Improvement
The Big Five are five symphony orchestras in the United States that “lead the field in musical excellence and calibre of musicianship”. If you went to listen to them in the 1970’s, you would have noticed that about 5% of those excellent musicians were female. If you do the same thing today that proportion is more like a […]
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