When beginning the process of introducing solutions involve the customer in the discussions.



Jack Welsh told us that “The best Six Sigma projects begin not inside the business but outside it, focused on answering

 the question - how can we make the customer more competitive?  What is…

As Daniel Kahneman suggests in his book Thinking Fast and Slow, the human mind tends to take the easiest path when trying to resolve issues and make a decision. This never more true when we are trying to solve process problems.

When your organization is faced with these problems the tendency is to either claim that there is no problem or decide that this problem is similar to a previous problem and so you select the same resolution even if it is not a good match.

Francesca Gino…

In our book Reality, Perception and your Workplace Culture I discussed this point in detail. It becomes a case of looking at the world from the image in the mirror or looking at the world from what you see looking out the window.

To bring about genuine process improvement you need to be able to see the world from the point of view of the customer. Your customer sees the world as having a problem and it directly effects how they interact with…

Many organizations believe that the most effective way to run an organization is to construct the flow of information from the top down. This leads to an environment of silos. The problem is that silo is not the way the processes flow. They are constructed in a chain with each link of the chain feeding the next one.

All processes begin with the creator of the component of the end product or service which when combined with other components result in the product or service which you…