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It appears that innovation, while far from a new concept, is now the hotly sought after ‘ingredient’ that organisations are desperate to harness, adopt, nurture and grow. I have been immersed in lean thinking since 2005, and a couple of years ago I had a revelation about one of the...
Entropy. “The inexorable tendency of the universe and any isolated system in it, to slide toward a state of increasing disorder.” When I work with organisations to bring about service improvement, I often fight against entropy. The size of the company, the number of years in service and changing messages from the top all collide...