“We have great news for you. Our project is delivering results already.” The team is all smiles when they give this update. The carefully prepared graphs unveil a remarkably shorter time for the whole process, from customer request to delivery of results. However, we had not changed a thing yet. How come?…
Many companies spend considerable amounts of money on customer surveys every year. Customer survey results are being used to amend strategies, design new products and services, focus improvement activities and…
Just some weeks ago, I filed my tax in Singapore. It took me about twelve minutes at my computer at home on a Sunday afternoon in April. It was not…
Not continuous improvement nor innovation have to start with massive initiatives. To the contrary, it needs to be part of the DNA of an organisation if you want to ensure that your aforementioned initiative is successful and lasting. …
Only a small percentage of improvement during our business simulation is due to IT support. Most of it is a result of understanding the process and optimising the flow using good old BPR tools. However, with the availability of cloud-computing and apps for all nearly all tasks, we seem to have forgotten what matters.…
Leaders need to spend more time at the real touch points impacting customers and employees. Only then will they truly understand the real situation so that they can take effective actions to improve performance. And, being seen in Gemba only in crisis situations undermines its value and leaves a negative stain on it.…
Strategic workforce planning is the process of matching workforce demand and supply over a foreseeable time period. Organisations conduct workforce planning that builds upon quantitative activities such as headcount planning…
“Bob is not doing his job. Always mistakes. What should I do with him?” “Mary has messed up our relationship with a key client. I had to step in to…
On a recent trip to Japan, I took a Shinkansen high- speed train from Kyoto to Tokyo. The train was scheduled to arrive at Tokyo Station at 9.03pm. Since I had made…
Lean Government. Even to the seasoned Lean practitioner, this idea sounds far-fetched. Governments are traditionally seen as the epitome of bureaucracy and red tape, incomprehensible forms and endless queues. But there are workable Lean strategies for governments seeking to reduce waste. Eight are outlined here.…
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