There’s no denying that reorganisations, or reorgs as they are colloquially known, are messy affairs. But they might be necessary to meet either short or long-term challenges. Perhaps the environment around the business has been disrupted by new technology, and existing products and services are no longer profitable. Said Paul [...]
I often get annoyed when people talk about benchmarking. It’s not that I dislike the whole idea of benchmarking, but that a lot of discussion on the topic is plain wrong. For example, benchmarking programmes should not be implemented in the absence of a management framework that already tracks performance [...]
It’s easy to underestimate the impact that process improvements has on the environment, but it’s real. Whichever tool a team uses to examine and improve their work, one of the first targets is usually muda. Muda is a Japanese word that means waste. Wastes appear in all processes, even in [...]
Much like how every part of Optimus Prime’s robot body is engineered for the sole purpose of destroying his mortal enemies, the Decepticons; service has to start focusing on engineering meaningful experiences for the customer. Bill Buxton, principal researcher at Microsoft Research, once wrote an article about the emerging discipline [...]
