Customer Service

Improving customer service

I have personally seen organizations that have used initiatives to drive service excellence and have created for example 98% customer satisfaction as…

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Losing money every day

While Quality tools and techniques have been around for a long time and proven their worth I still see and hear situations that amaze me. For example…

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5W2H A simple process improvement tool

5W2H stands for 5 Ws and 2Hs or Who, What, When, Where, Whey How and How much. When working on improving a process this is a very simple tool to help…

What is your company culture like?

Yes we are making lists again! Make two lists. In one list the elements of company cultures that you have experienced and liked. In the other list…

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Implementation: Making it happen

“It is leadership, that recognizes that structure and goals are not effective without the corresponding tactics and that neither will generate strong…

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Team formation

Forming, storming, norming and performing are the four key stages in team formation. Forming: This is a short lived period when the team initially…

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Short term thinking

One of Demings ‘Seven Deadly Diseases’ is ‘The Emphasis on Short-Term Profits’ and therefore on short term thinking. Despite the lessons of the…

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Leadership Reflections

Here is a simple exercise to help you reflect on your leadership. Make two lists.  One is headed, ‘leadership I respected and valued’, the other will…

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The ACORN test

The ACORN test is an easy to remember way to evaluate the charter of an improvement project. A  Accomplishment. Does the goal actually focus on…

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What stories are being told about your business?

“The stories, apocryphal or not, that circulate in an organization reveal its devotion (or lack of it) to quality, and serve to inspire its people to…