Performance - 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?

Data vs. Analysis

By Cameron Turner
In Analysis, Data, Performance

Are you reading your data correctly? 00:06 Let’s talk about the difference between data and analysis. 00:11 Because I frequently see people looking at data in organisations,

Making Things Up

Managing Conflict and Difficult Conversations

By Cameron Turner
In Communication, Continuous Improvement, Improvement, Performance, Strategy, Uncategorised

‘Managing Conflict and Difficult Conversations’ Transcript 00:00:06:23 One of the biggest issues I see when working on improvement programmes

About Networking

By Cameron Turner
In Business, Communication, Lean Consulting, Performance, Uncategorised

‘About Networking’ Transcript 00:00:09:06 Hi everyone! I’ve made a New Year’s resolution for business

So… What do you do?

By Shaun Sylvestre
In Communication, Continuous Improvement, High Performance, Performance

In the past 7 years as a Lean Continuous Improvement (CI) practitioner, the most common question I get asked is, “So… What is it you do in your role?” Usually, in response to this question, I pause for a moment and tend to describe the technical aspects of my job,...

How to effectively execute your digital transformation strategy

By Ben Hart
In Data, High Performance, Information, Lean Techniques, Lean Thinking, Management, Performance, Robotic Process Automation, RPA, Technology

Here’s 5 reason why it doesn’t work:

Why is it important to select appropriate processes for RPA?

By Simon Hopley
In Data, High Performance, Information, Lean Techniques, Lean Thinking, Management, Performance, Robotic Process Automation, RPA, Technology

Not every process can be automated. Every organisation has processed, and some will have thousands! But, are all processes suitable for Robotic Process Automation (RPA)? The answer is no. Not all processes are suitable nor can be automated. Therefore, to save on valuable funding and resource, it’s vital to identify...

What’s the key to a successful process?

A couple of weeks ago I had a few moments to sit quietly and read the news – a rare event since my two (shortly to be three!) boys were born. Usain Bolt had just dominated the athletics world championships (again) and I came across this fantastic piece by David...

Let’s Talk About Average Handle Time

For a while now, it’s been popular to hate on Average Handle Time or AHT as a metric. I’ve been to quite a few centres that have dumped this metric and read lots of articles written by experts who decry its value.