The Kano Model: Not All Customer Needs Are Equal

The Kano Model: Not All Customer Needs Are Equal

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

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

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...

GenAi and the 8 Wastes

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...

Lean for universities and colleges in Ghana

Time for a blog – it’s been a while. These days, I seem to average one blog every three months or so. Why is this? There’s enough noise out there without me adding to it unless I have something I really want to share. And now, I do have something important to...