How can Lean Tools and Systems help keep up with customer demand and help improve your Customer Services (CS) Operations? One of the many challenges of running customer service teams and operations is that demands on a team can exceed its capacity. If you are lucky, your customers will be understanding and perhaps in the […]
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The 10 Wastes of Lean Customer value is determined by what they are willing to pay for. At its most simplistic, waste in the Lean context is any element in a process that isn’t adding value for the customer of that process. Value and waste are inextricably linked. Eliminating waste is a means to achieving
Organisations use Continuous improvement Programs as a way of identifying opportunities for streamlining work, reducing waste and variation in processes. Typically, methods such as Lean and Six Sigma, are used alongside or in addition to essential process driven improvements to find savings and growth opportunities. Unlike process driven improvements, for example, audit non-compliances, customer complaints and
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“Going digital” has never been cheaper. Long gone are the days of high entry costs. The technologies that enable business transactions are plentiful and getting less expensive to acquire. Business models have evolved to the extent where it is as easy to lease or buy per use a digital system without high upfront costs. But
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Why is it Important to Recognise Employees? The end of the year can be a hectic time for people in their personal and professional lives. In many organisations, teams are working to tight deadlines to complete seasonal orders, to close year-end financial accounts and reporting. Despite this frenzy of activity, most organisations have developed traditions
I was looking at some CI Leader (Continuous Improvement) job descriptions for vacancies advertised on LinkedIn recently. What struck me was the long list of bullet points that go with the job. The areas typically associated to these roles are Governance, Assessment, Compliance, Facilitation, Strategic Performance Management and Training and Coaching. Further expectations are in
