The Project Charter is a one-page project overview that typically covers 5 or 6 areas and summarizes more detailed documents. It’s often one of the first deliverables required in a Leadership review and provides a reference throughout the project of your problem and goal.
When people first start to hear about Lean and Six Sigma, I am often asked which one do you choose?
Back in the 80s and 90s when IVR’s became really popular (Interactive Voice Response – they’re the menu systems that ask you to press 1 or 2 etc when you call a call centre) they were made to be more and more complex.
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
Most companies have trouble extracting the data they have already been collecting (for decades), let alone coming up with ways to even begin tracking more granular data.
Sometimes my customers ask me, how do you actually go about finding the ‘Voice of the Customer’? There is no real easy answer to that question. No magic bullet that will suddenly tell you what all your customers’ wants and needs are. But there are a number of ways you...
It’s often said that ‘Variation is the enemy of Lean’. In fact, I’m guilty of saying it myself. But it’s not always true. As an organisation, we often don’t take enough time to understand the variation in our business and why it is there.
I was a guest speaker at a Lean Conference recently and I made reference to the fact that Lean is hundreds of years old.
We’ve previously talked about how most businesses attempt to track why customers contact them and how they tend to be flawed because we rely on our staff to track the reason for us.
An example of Lean Application to Agriculture Every now and again you come across something that makes you smile it just so damn clever, and for me this week it was about tomatoes. Now, you might wonder where this is going, but honestly, it’s a really nice example of Systems...