Take a tour through 40, Acacia Avenue, the House of Quality, it’s at the heart of the road to better design Last time we provided a brief introduction to the DMADV (Define, Measure, Analyse, Design and Verify) method for innovation and design. This time, we’ll take a tour through the House of Quality, otherwise known…
Enter This Year’s Lean Six Sigma Academy Award This Award provides a great opportunity for organisations to win recognition for the work that their business excellence and improvement professionals are delivering to customers, shareholders and other key stakeholders. It recognises exceptional performance improvement projects based on Lean Six Sigma. We’re delighted that over the years,…
When designing a new product, service or process I’m reminded of ‘Lean on Me’, the old Bill Withers song, which opens with the lines: “Sometimes in our lives We all have pain, we all have sorrow” At work, this pain and sorrow is often caused by poorly performing processes that are full of waste and…
In Shakespeare’s famous play, Juliet tells Romeo that a name is an artificial and meaningless convention: “What’s in a name? That which we call a rose By any other name would smell as sweet.” This encapsulates the central struggle and tragedy of the play, and is one of Shakespeare’s most famous quotes. What’s more, it’s…
How are you doing with your customer satisfaction ratings? I’ve been taking a look at some Net Promoter Score benchmarking results recently, and it seems that not too many organisations are floating their customers’ boats. You probably know that NPS is based on the fundamental perspective that every company’s customers can be divided into three…
In case you’re wondering, this isn’t about the old Dusty Springfield track. Sorry to disappoint if that’s what you were wishing and hoping for! Instead, this blog looks at the role of the manager. In all too many organisations it appears that the majority of managers don’t really understand their role; they’re not sure what…
It’s that time again when we all make goals for the New Year ahead. Did you know that the origins of New Year’s resolutions began some 4000 years ago? The Babylonians made promises to their gods at the start of each year that they would return borrowed objects and pay their debts. They hoped this…
