customer value

Weavers of knowledge in our communities

By Elisabeth Goodman, 4th July 2015 Consistent messages about value and knowledge facilitation at CILIP’s 2015 conference John Riddell and I attended Day 1 of CILIP’s 2015 conference in Liverpool to lead a master class on how to add value to your organisation as a ‘knowledge facilitator’. It turned out that not only was the …

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The Effective Team’s Operational Excellence Workbook

By Elisabeth Goodman, 10th June 2015 This is the third in my series of  “The Effective Team’s ” workbooks and it will be out shortly. THE EFFECTIVE TEAM’S operational excellence WORKBOOK Elisabeth Goodman (author), Nathaniel Spain (illustrator), 2015 – ISBN 978-0-9926323-7-3 This third book in the series focuses on how to achieve operational excellence.  Here is the description from the back …

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Engaging staff in operational excellence – a case study on the visual workplace

Managing cargo shipments in the Port of Felixstowe I’ve been catching-up on my business reading.  I always find something fascinating when I do…. True to form, my efforts were quickly rewarded this morning, with a case study on digital signage at the Port of Felixstowe in the August 14th issue of Business Weekly. This article caught …

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Umbrella 2013 – a view from a CILIP trainer

By Elisabeth Goodman The last time I attended a ‘CILIP’ conference was in the days of one of its predecessors: The Institute of Information Scientists (IIS).  So it was a real treat to have the opportunity to catch-up with so many people (about 600) practicing a range of careers relating to Library and Information Management. …

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Getting it right rather than ‘firefighting’…unless that’s your job!

By Elisabeth Goodman Being a ‘farmer’ not a ‘firefighter’ Some years ago when I was first learning about Lean and Six Sigma, a colleague shared an article he’d found comparing farmers and firefighters. People in organisations are often singled out when they have worked all hours to deal with a crisis, and yet the people …

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Why is employee engagement such an important topic?

By Elisabeth Goodman My blog on employee engagement (Employee engagement – some interesting data and perspectives for Lean and Six Sigma practitioners) is, of all the blogs that I have written since 2009), the one that has attracted the most attention.  I wrote it in response to an article I read in the business section …

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The future of Social Media? Notes from a recent NetIKX seminar

By Elisabeth Goodman1 Adapted from the original NetIKX blog: Social Media – what next and what can we do with it? This was the 3rd of NetIKX‘s seminars on the theme of social media, a topic which sits in the group’s 2010-2012 programme framework for Information and Knowledge Management under “Harnessing the web for information and knowledge exchange”. …

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The “Lean Startup” approach to understanding customer needs

By John Riddell Notes from a Cambridge Network talk by Eric Ries I attended the January Cambridge Network meeting, which was focused on a talk by Eric Ries, the author of a new book entitled “The Lean Startup”. Eric had developed the book based on the lessons learned by entrepreneurial start-ups of software companies that …

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Customer pain and customer delight – the economy airline way

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 …

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Enhancing Team Effectiveness in a Time of Change – an introduction

By Elisabeth Goodman and Lucy Loh Lucy Loh and Elisabeth Goodman have been preparing a few publications and seminars that deal with enhancing team effectiveness, strategies for personal and organisational change, and team development in the context of project management.  We thought it would therefore be timely to write a series of blogs picking up …

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