The Kano Model: Not All Customer Needs Are Equal

The Kano Model: Not All Customer Needs Are Equal

Friday 2 Oct 2026 | Tools, Discussion

We often talk about giving customers what they want. But there is a problem with that apparently simple idea: not everything a customer wants has the same effect on customer satisfaction. Some things simply have to be there. Some things are better the more of them we...
The 3Ps – People, Process, Potential

The 3Ps – People, Process, Potential

Tuesday 22 Sep 2026 | Discussion, Resources

The 3Ps? Sure, we’ll get there in a moment. Right now, it’s the 3Rs, as in: Reduce, Reuse, Recycle. This blog was first published in July 2020 and, for reasons lost in the mists of time, never made it from the old website to the current version. But here it is now....
Lean and the Football World Cup

Lean and the Football World Cup

Saturday 22 Aug 2026 | Discussion, Universal

Lean and the Football World Cup Well, the FIFA World Cup 2026 has come and gone, with Spain deservedly lifting the trophy for the second time. There were plenty of memorable moments, great goals, fantastic saves, smaller teams rising to the occasion, the inevitable...
5S, personal productivity and… family photos?

5S, personal productivity and… family photos?

Monday 8 Jun 2026 | Games, Resources, Tools

5S is often associated with workplaces, workshops, offices and process improvement. But it is not limited to work environments. So, what about family photos? Many of us have seen — or inherited — those boxes of old family photographs: jumbled together, from different...
Lean for staff and students

Lean for staff and students

Monday 23 Feb 2026 | Agile Strategy Lab, Training

Early in February I returned to the University of North Alabama, Florence, AL, USA. I did wonder if I would make it there, but the wild weather the USA had been experiencing, much to my relief, decided to avoid the North-Eastern corner of the state. Weather aside, I...

GenAi and the 8 Wastes

Wednesday 26 Feb 2025 | Discussion, Resources, Tools

GenAi and the 8 Wastes? Today, I attended a workshop where Marcel Lukas, Director of Executive Education at the University of St Andrews, spoke on how GenAi can enhance the University’s Executive Education offerings. We explored how we can use AI to: Prepare materials...