Process Improvement for Services Posts
Six Sigma practitioners beware this April Fools Day - applying Six Sigma methodology to everything might create bigger problems than you expect! Columnist Robin Barnwell explains what happened when he brought methodical rigour to tackling NVA in the household chores.
Feel like you're running flat out? Columnist Robin Barnwell develops a prediction model to better judge pacing and target times as he analyzes data from London marathons past in preparation for his own run this year.
I’m...
Even when someone's life depends on it, making changes is not easy, writes contributor Robin Barnwell. And you can bet that business process change encounters similar challenges. So what can you do about it?
Take a look at the...
Building trust is more fundamental than the "recommended" metric used in Net Promoter Score, says columnist Robin Barnwell. Afterall, would you continue to do business with a company you did not trust?
I read a lot o...
Why do so many businesses fail to achieve long-term and lasting change?, asks contributor Robin Barnwell. Because they fail to take account of the most important variable in any messy, uncontrollable and complex environment - the people.
Pull processes do work in a services business and they do deliver real improvements in communications. But don’t think they will solve all your problems, says columnist Robin Barnwell. When you open that tin...
