Yesterday I came across a process improvement that had unintentionally reduced performance. It was a classic case of Primary Measure vs Counter Measure. The Primary Measure improved as a result of the change, but the Counter Measure dived.
This really happened. My wife wanted to set up postal voting with our local council (I do it as I travel a lot for work – it’s much more convenient). I called up and was told by the Customer Service Advisor:
“We’re really busy at the moment. Could you email us about it in a few months?”
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 super dangerous for my family.
Our Lean Consultancy company was founded on the premise that high quality consultancy services doesn't have to come with a high quality price tag.
We want to help create high performance organisations. Our goal is to help our clients reach their goals. We believe in the transparency of our work and request that our clients work with us in collaboration, and not for us to operate in isolation.