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...
5S, personal productivity and… family photos?

5S, personal productivity and… family photos?

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...

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...

Which process do I improve?

Yes, What now? Imagine you have several processes with problems, and you can only improve one at a time. Which process do you improve? How do you quickly make your choice, to get moving, without calling in expensive analysis resource or completing a complex...