What is the need for coppers in our modern-day? I hate coppers. There is simply no place for them now in UK society, save for some vague nostalgic notion.
Every organisation, including the NHS, has shrinkage. Note: This article appeared in a public sector publication in October 2014.
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...
Believe it or not, liking music isn’t a universally shared trait. We had some friends around for dinner the other night and the topic of conversation eventually turned its way to music.
What could they achieve with just a little investment in Continuous Improvement? I had to call my local authority last week. A tree from the council-owned woodlands behind my house inconveniently decided to fall onto a tree in our backyard. It was a pretty big tree and it was kinda...
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.
Should employees on social media be mandatory? A few weeks ago I was speaking to some of my contractors about social media. One of my competitors has recently started to mandate what they put on their LinkedIn profile when they are doing a contract for them.
How reliable is your data? This picture popped up a few times on my LinkedIn feed a few times last week:
Working as an improvement consultant I sometimes come across stakeholders who are unsupportive of the work. It always strikes me as a somewhat odd position to take. If you think about it, there is very little to gain from being unsupportive of improvements.
How many times have you heard or been told: “Don’t bring me problems, bring me solutions!”? I’ve been told this by some managers and have heard lots of other managers say something similar.