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.
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...
This is not a new concept – Edward De Bono, oneof the world pre-eminent leaders around ‘thinking and creativity’ developed this concept much more fully in his 6 Thinking Hats method. You can find out more about this great tool here
Outsourcing – why’s everyone doing it? I’ve been thinking about this a lot lately since I read about O2 outsourcing to Capita and a few other companies outsourcing to large firms.