This cartoon strip depicts my recent experience of trying to resolve some simple problems with a broadband and phone service provider. The organisation has been applying manufacturing improvement method to their services operations for over a decade and more recently agile. I haven't named the company. My purpose for calling I have had problems logging into my account … [Read more...] about One customer’s experience in telecoms – a cartoon
Lean six sigma
Ten signs improvement workshops may be harming your business and what to do about it
Long considered an organisational panacea, improvement workshops are a common feature in most services organisations. Managers view workshops as important ingredients to combat resistance to change by involving staff, reduce costs and improve services. What if the resulting wall of post-it notes is actually a hallucination, packed full of assumptions and none of them reflective … [Read more...] about Ten signs improvement workshops may be harming your business and what to do about it
The Purpose of The Effectiveness Exchange
I have defined the purpose of The Effectiveness Exchange as: 'Promoting and sharing views, news, practice and thinking about organisational effectiveness' A better way - a different perspective Much of the improvement activity in services organisations today has been captured by efficiency approaches. I want to add another voice to promote, share views and … [Read more...] about The Purpose of The Effectiveness Exchange