A recent car rental experience highlights some of the challenges of service design.

An MVP approach isn't a license for delivering poor quality.

Why hire externally, when, with a few weeks training, you can hire hire internally

On the perils of unintended consequence when trying to drive change at pace

Process governance may be a topic of interest, but there are many blindspots!

Why asking a team of subject matter experts to document your processes is unlikely to provide you with much insight

If you weren’t across capacity management techniques and terminology three months ago, you’re certainly getting up to speed now. Whether...

As the COVID-19 story continues, we have been subjected to a crash course in data literacy, bombarded with facts and predictions,...

A brief look at workforce flexibility and the challenges of leading a virtual team

If your organisation is struggling through a digital transformation, you’re not alone. Bain and McKinsey research puts the failure rate...

Procduct complexity and a lack of end-to-end accountability have a lot to answer for. Of the 76 recommendations coming out of the Royal...

Continuous innovation and improvement - the gift that keeps on giving. If you give it a chance! There is no doubt that disruption and...

Use plain English and you'll be surprised at the results! In the Tower of Babel myth, people were condemned to speak different languages...

Everyone wants to simplify. But you must understand the drivers of complexity first! Simplification seems to be a fairly universal goal...

Service failure is inevitable, but the impact can be mitigated. Benjamin Franklin clearly never ran services. If he had, he would have...

It may be quick, but is it worth the ensuing pain and suffering. “Half a league, half a league, Half a league onward, All in the valley...