ByMatthew Arnold
I was talking to a colleague recently, and began discussing some of the transformation work that I had undertaken to help improve customer service at a local authority. (See my blog entry here.) Not for the first time, an assumption was very quickly made that an improvement to service, and a dramatic reduction in the…
ByMatthew Arnold
So, you post your form off to the post office/tax office/council/insurance company/bank/cable company (* delete applicable). What happens next – from your perspective? “They” are busy getting on with it – right? Two weeks go by – so you give them a call? You spend a while on the phone as they track down your…
ByMatthew Arnold
A great deal has been written about Steve Jobs in the last few days – and my favourite was written by Horace Dediu on the asymco site (see links below). If ever there was a Systems Thinker, he was the man – making great business his way, and not getting sucked into “this is the…
ByMatthew Arnold
So why do these thing happen? In the office, in the factory, in the customer service centre? If you really want to find out why we do things, ask why 5 times – who knows what you might find… Check this funny little video : A Funny “Whys” Video from the Lean Blog And a…
ByMatthew Arnold
It may appear that Steve Jobs is an inspired leader who succeeds by taking big risks on personal hunches, but there’s more to it than that. His success, and that of Apple, is designed in to the way they think and develop products. Their key to success, is to compete internally – ensuring the quality,…