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CUSTOMER FOCUS – TAKING A LOOK IN THE MIRROR

CUSTOMER FOCUS – TAKING A LOOK IN THE MIRROR

Customer focus is something that almost every organization says it majors on. But do they? Like many consultants, I travel and stop in at a lot of hotels. Customer Service for a hotel is a major component of their business model. Delighting their customers is critical...
BUILDING A CULTURE FOR CHANGE

BUILDING A CULTURE FOR CHANGE

In this series of articles, I would like to take a little time to look at an aspect of cultural change that many people in business either do not understand  or simply shy away from because it is too difficult. And that is Leader Standard Work. So let’s set the...
SELECTING THE RIGHT LEAN CONSULTANT FOR YOUR BUSINESS

SELECTING THE RIGHT LEAN CONSULTANT FOR YOUR BUSINESS

Many organisations have been ‘burnt’ by a poor Lean Consultant. Those that come in looking smart, energetic, talking but not listening. The one’s with the smooth PowerPoint sales pitch, claiming to be the best with in the field. You know the type. Then once you have...
THE LEAN CRUNCH PHENOMENA

THE LEAN CRUNCH PHENOMENA

Why do so many organisations fail to make Lean work successfully? Lets look at something we call the Lean Crunch Phenomena. Over the years, many companies have tried ‘Lean’, interestingly only a relatively small number consider that they have succeeded in making their...
THE ART OF YOKOTEN

THE ART OF YOKOTEN

Ever heard of Yokoten? Having spent years working in a Toyota plant I know what makes it tick, and what to a large degree gives Toyota its competitive edge when it comes to productivity and ultimately the very high ‘uptime’ of the process. In this blog I thought I...

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