Combat to Epic Fail

Combat to epic fail

By Customer experience, Customer Satisfaction, Customer Service, Uncategorised, Value Adding Activity
When I was in college, I worked in a pub that served food. Whenever the pub got busy, the quality coming from the kitchen took a steep nosedive; food being overcooked, undercooked, the wrong food being sent and so on, and as a result, many of the customers rejected what they were given. Conservatively, I would say that at peak times as many as half of the dishes that left the kitchen were sent back for one reason or another.

Think about that for a moment: to feed 100 customers, the kitchen might need to produce upwards of 150 plates of food!

This obviously made for some fairly unhappy customers, and it put even more strain on an already stretched kitchen. In this instance, Supply was unable to meet Demand…

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What Brian the taxi driver can teach us about customer experience

What Brian the taxi driver can teach us about customer experience

By Customer experience, Customer Satisfaction, Customer Service, Improvement, Value Adding Activity
 I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis. 

We met Brian one Friday afternoon when we booked a car to take us to the airport to fly home for the weekend and he happened to pick up the job.

Right off the bat, Brian was personable and friendly, really cheerful (which honestly isn’t a given where cabbies are concerned), and his car was immaculate (again, not a given). Brian dropped us off and that was that. 

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Poor Process Flows Blog

Poor Process Flows

By Improvement, Lean, Process
Going back a good few years there was a guy I worked with who decided to become a cheque for the day.

This chap stapled a cheque to his shirt as he wanted to understand the flow of dispatching a refund to a customer. He stood at a desk for over an hour until he got ‘picked up’ and keyed into the system, and then being whisked down to the mailroom to wait to be bagged and couriered across to another office, in a different county, where further admin (mostly checking) took place.

The flow showed that the cheque was handled by an admin team, 2 mailrooms, and travelled a total distance of 30 miles before being collected by the Royal Mail (or whomever) a day after.

The guy was discovered many weeks later in the banking system, but he’s never been the same since.

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What has the Marvel universe taught us about effective digital transformation?

What has the Marvel Universe taught us about effective Digital Transformation?

By Digital Transformation, Lean, Strategy
It might feel like I’m reaching – but let me explain what Marvel did, which can be applied to business transformation:
1.    They started with the end in mind
2.    They took iterative steps toward that end
3.    They didn’t force all the on-going narratives to intertwine
4.    They created a culture, following, demand & need.
5.    They had heroes with superpowers and a supervillain hell-bent on universal domination

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That's Non-Value Adding Activity Blog

“That’s Non-Value Adding Activity”

By Lean, Process Improvement, Value Adding Activity
If I’m being honest, I’ve never heard anyone outside of a Continuous Improvement function say that – unless they were trained in Lean Six Sigma (LSS). And yet it is fundamental to improving your product or service; either the speed in which it’s produced, the cost in which you produce it or the quality in which it was produced.

Value Adding’ is a task that is taken toward a service or product that adds value to the end state of that product. Ultimately you need to ask yourself the question, is my customer willing to pay for the service this area is providing? If the answer to that question is no, then it’s a ‘Non-Value Adding’ step.

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So... what do you do?

So… What do you do?

By 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, whether it be: achieving financial benefits through the delivery of projects, releasing capacity through streamlining processes, describing my role as a Lean Six Sigma Black Belt and the list most definitely goes on.  In all cases: I’m often greeted with a blank face, disinterest, statements such as “that sounds complicated” and then the topic of conversation quickly changes to something different and more likely understood by the unaffiliated.

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Digital Transformation

How to effectively execute your digital transformation strategy

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

Digital Transformation has been a corporate buzz-term for the last 5 years. Like any latest trend, people have taken an incredibly macro-level concept. They just throw it on any damaged business as the silver bullet we’ve all been waiting for to a point where most SME’s see digital transformation as a fairy tale.

Here’s 5 reason why it doesn’t work:

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Why is it important to select appropriate processes for RPA?

Why is it important to select appropriate processes for RPA?

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

Every organisation has processes, 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 the appropriate candidate processes for RPA.

In this article, we will cover what some of the key characteristics are for a Robot (or ‘Bot’), and the reasons why is it important to select the right process to apply RPA:

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How Robotic Automation Works?

By Lean Thinking, Robotic Process Automation, RPA
This blog will help you understand how RPA works and how it can maximise your business and lower your costs at the same time!

What is Robotic Process Automation (RPA)?

Robotic Process Automation or RPA for short – is the latest technological development set on making mundane and repetitive chores a thing of the past! RPA can increase business productivity whilst simultaneously decreasing workforce hours spent on tedious, boring and repetitive jobs.

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