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 Lean Six Sigma (an approach that originated in manufacturing) 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 … [Read more...] about One customer’s experience in telecoms – a cartoon
Archives for March 2019
Mind the strategy-operations gap
If you don’t understand your business operations from the customer’s point of view, you may as well throw your strategy in the bin. And if you think that this is a harsh assessment then consider the number of corporate strategy failures and company survival rates. The truth of it is, that whenever leaders and planners learn to profoundly reconnect with operations they are … [Read more...] about Mind the strategy-operations gap
Systems Thinking in Stroke Care
Dr. Steve Alder talks about the use of the Vanguard Method of systems thinking in stroke care. Filmed in 2012 this shows the huge potential in healthcare. … [Read more...] about Systems Thinking in Stroke Care
Systems Thinking in Portsmouth Council Choice Based Lettings
This video was filmed in 2010 and shows Steve Maser of Portsmouth City Council describing what they learned when they studied their choice based lettings service as a system. The Vanguard Method is a normative form of applied systems thinking that was used widely in Portsmouth council services. … [Read more...] about Systems Thinking in Portsmouth Council Choice Based Lettings
This picture could transform your business
There is a class of pictures whose primary function is to make theory visible. In the business world such pictures are becoming more common as new learning theories take hold. This particular image (1974) illustrates some important theory that is central in creating effective services organisations. Can you guess what the theory is? There are many practical real world … [Read more...] about This picture could transform your business