Using technology to optimise the lean performance management system in service operations Ask a lean professional for their top three reasons why projects fail to reach their full potential and an absence of consistent, complete and trusted data is very likely to feature. Common problem areas include identifying improvement opportunities,...
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It is my firm belief that public services can be at the cutting edge of digital developments. In a previous blogs I eulogised about the savings in both customer time and actual cost that came from the Passport Office sharing digital information with the DVLA. Yet despite so much excellent...
A while ago, I wrote a blog about the role that digital technologies played when I bought a bike online and how important it was to analyse the entire customer experience when trying to ensure customer satisfaction. A key part of the great service experience in that example was the...
As a lover of lean thinking, I appreciate any development that simplifies my life. Consequently, my heart skips with delight when I pay for anything using my “contactless” debit card and love when I can pay for an iTunes download merely using my thumb print on my iPhone. However, not...