By Steve Towers & Terry Schurter
It’s a confusing world out there. At the last count there were over 6,000 improvement methodologies (Wikipedia) all geared to helping organizations get better at business. So at least there’s always been plenty of choice depending on your particular flavor of the month however one has to ask the question why so many and why do even the better ones fail to help our companies adapt and change? (more…)
Many of us know the excellent work Virgin Group are undertaking in meeting Customer Expectations. Here’s the latest from the horses mouth… virgin - it’s all about people (powerpoint)
By 2011, according to the International Air Traffic Association (IATA) there will be 4.75 billion airline passengers a year. In other words that’s the equivalent of 3 out of every 4 people on the planet taking a flight in one year, and everyone of those trips involves an average of 1.6 bags per person – that is 7.6 billion bags a year. Every bag has a unique bar-marked id attached, however despite that it is estimated 1 in 100 gets misplaced, involving finding, tracking and reconciling with worried owners. If the ‘lost’ bags were lined up end to end the line they would stretch to the moon and back. (more…)
Don Smith, Bennu Group Lead Coach reports from Riyadh…
It started out like most CPP Open classes with two exceptions; I was wearing the same clothes I had started the trip in four days earlier and most of the participants were wearing the traditional Arabic Thobes and Ghutras. I was impressed with their English (much better than my Arabic!) and they were very gracious. However, as we progressed into the meat of the CPP course material, I became aware that this group was different from many others and not in a cultural way. They were really getting what course was about and they were by far the most enthusiastic when it came to the hands-on exercises. (more…)
Best in class processes won’t lead to success without the right strategic objectives. And yet creating strategic objectives has largely been the work of management teams often distant from the scene of real work, where the organization actually touches the customer, at the place where the products and services create the value that translates into revenue and profit. Having strategic objectives and best in class processes is just not enough today if we are not aligned, everyone everywhere everytime in our companies, with achieving these Successful Customer Outcomes. Like good musicians need an excellent conductor to achieve harmony and success so does the SCO help to create and define the organizations efforts through its people, systems, processes and strategy. (more…)
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