By Elisabeth Goodman As a trainer and consultant on Lean and Six Sigma, I’ll find examples of the principles and tools in practice in every aspect of everyday life. The following blog illustrates the difference between ‘batch’ and ‘single piece flow’ that we might experience when the customer is what is being moved through a …
Customer pain and customer delight – the economy airline way Read More »
Last week I attended Day 2 of Internet Librarian International 2010 (#ILI2010), to hear the latest on the use of social media in libraries. The title of this blog is inspired by Dr Hazel Hall’s1 keynote presentation where she talked, amongst other things, about the need to help Library and Information Services users to evolve …
Employee involvement is of course fundamental to the success of any business process improvement initiative: without the close involvement of those who are involved in an organisation’s process, it would be futile to try to identify opportunities for improvement, let alone to try to implement them. So it was with some interest that I read …
Knowledge management and creativity/ innovation enhance project management. I am a firm believer in the value of knowledge management to enhance project management. I also believe that the use of formal structures, such as those advocated in Lean and Six Sigma (or process improvement), and project management, give people more rather than less scope for …
As Stephen R. Covey, Bob Whitman and Breck England point out, in their one-hundred-and-ten page “Predictable results in unpredictable times”1: “in bad times, the distractions are more severe than ever… As people get laid off, the survivors have more to do. The distractions pile up to the sky as the economy grows rougher…” In our …
Understanding what your customers value is a key criterion for the effectiveness, and indeed the success, of any business support team. It’s a criterion that Medical Information (MI) teams in the Pharmaceutical Industry understand well, as evidenced by the presentations and discussions in this year’s Medical Information and Communications track of the DIA’s 3rd Annual …
Using surveys and other approaches for determining customer value in Medical Information Read More »
