Insight - Lean Consulting

Bad Policies – Bad Processes

By Lean Consulting
In Customer Satisfaction, Finance, Financial Services, Operational Management, Performance, Performance Management, Process, Process Design, Regulation, Strategy

I was recently declined finance for a new car. It turned out to be a clerical error when they were processing the application, however, when the salesman called me to advise the finance was declined, my first question was, naturally, why was it declined?

Why your Service Level performance really isn’t your Service Level performance?

By Lean Consulting
In Customer experience, Customer Satisfaction, Service, Service Level Performance, SLA

Service Level Performance In every organisation I visit, the primary metric being reported is Service Level performance. And when I say ‘Primary Metric’ what I mean is that this is the metric that everyone cares about the most.

What do you use Personality Test for?

By Lean Consulting
In Process Improvement, Leadership, Recruitment

It’s quite common for organisations to use ‘Personality tests’ or ‘Psychometric profiles’ as part of the recruitment process. But, why…?

Hot water freezes faster than cold water

By Lean Consulting
In Process Improvement

For a long time, scientists have been aware that hot water turns to ice faster than cold water does, but until recently, no one has had a credible theory as to why.

Why you can never find your keys

By Lean Consulting
In 5S, Lean Thinking, Process Control

Customer care can be difficult

By Lean Consulting
In Customer Service, Process Design, Process Improvement, Uncategorised

People get frustrated with Customer Care or the level of Service provided by companies – especially when it’s a call centre providing the service.

Cost, cost, cost. Everyone wants to reduce costs

By Lean Consulting
In Business, Process Improvement, Uncategorised

Everyone wants cost benefits. There’s no point in pretending this doesn’t exist. It costs money to improve your business, so the funding needs to provide a return on investment.

Do we really need the pilot?

By Lean Consulting
In Process Implementation, Management, Process Improvement

In training or implementation people often ask me; “do we really need the pilot?” The pilot is an excellent way to test your chosen solution and check your root cause hypotheses while minimizing risks and cost.

Leadership styles for improvement

By Lean Consulting
In Leadership, Performance Management, Process Improvement, Uncategorised

Daniel Goleman et al. (2002) found during his research that there were 6 distinctive Leadership Styles. He noted that these styles, when used, will have different effects on the emotions of the target followers. He always classed them as styles, not types and stated any leader can choose to use...

Do Improvements Grow on Trees?

By Lean Consulting
In Lean, Improvement, Lean Six Sigma, Process Improvement

When you have navigated your way through Define, Measure and Analyse, you can progress to Improve.