Business Transformation

Are you ready to innovate

noreply@blogger.com (Unknown) — Fri, 23 Sep 2011 14:54:00 +0000

In his article on innovation Jaime Beckett explores some of the key issues surrounding building a culture of innovation. Another aspect of innovation is that if your organisations culture doesn't allow failure then it is unlikely that innovation will occur. After all success and failure are both sides of the coin called innovation.

A story to make you smile!

noreply@blogger.com (Unknown) — Tue, 20 Sep 2011 19:19:00 +0000

I just had to share this story about Jeff the cabbie from drewsmarketingminute.com it just made me smile A customer service case study from Jeff the cabbie. Fantastic tale of real customer service.

The cost of forms?

noreply@blogger.com (Unknown) — Sun, 18 Sep 2011 19:52:00 +0000

This article from evolving excellence confirms what I have learned over many years of working in the public sector in the UK.

Forms are generally not designed for purpose and are used to keep the experts separate from the customer, this leads to an increase in costs as more often than not the forms are so complex or long that they are not filled in correctly and have either to be rewoked or sent back to the customer.

An even more worrying development is the ever increasing number of forms that can now be filled in online increasing costs even more, I will develop this thought in future posts.

I would love to gather examples where forms have been removed or redesigned saving both time and costs.

I love questions

noreply@blogger.com (Unknown) — Mon, 12 Sep 2011 12:54:00 +0000

Click Here for an excellent list of questions that may lead to improved Employee Engagemment, at least it will lead to better conversations!! From David Zinger at the Employee Engagement Network.

Would love to hear what you favioute question is, when working with Teams. Mine is

"So tell me what I can do to make you better"

Trial and Error

noreply@blogger.com (Unknown) — Wed, 31 Aug 2011 14:31:00 +0000

If at first you don't succeed then try try again.... That was a story my grandad used to tell me when I was a child so if you liked that story I think you will love this excellent TED video by Tim Hartford it is a must watch.

what practical methods exist to enable the teams to trust their new approach and not revert to old thinking?

noreply@blogger.com (Unknown) — Sun, 21 Aug 2011 17:39:00 +0000

I have worked with many teams over the years that process applications for housing benefit in the UK, in the main they have understood the key principles they need to follow in order to add maximum value to their customers, they find new and innovative ways to delight their customers and are in general happy with the new approach to the work.

One of the key issues that keeps cropping up again and again is whilst the is still an inherited backlog of work, i.e. Before capacity levels with demand, some teams find it very difficult to see past the backlog and the failure demand it causes they therefore find it easier to revert back to old habits in terms of trying to manage the work and the staff.

To address this problem I work with the teams and their leaders to focus on delivering value to customers and trusting that the backlog will reduce given time, whilst this has worked on many occasions, sometimes it is less successful. The question this poses is "what practical methods exist to enable the teams to trust their new approach and not revert to old thinking?"

Back in business

noreply@blogger.com (Unknown) — Sun, 07 Aug 2011 18:57:00 +0000

Hi all aim to restart blogging from this week. Looking forward to it?

The Great Train Wreck of Twenty-Thirteen | Whitehall Watch

noreply@blogger.com (Unknown) — Wed, 15 Dec 2010 15:22:00 +0000

MMM Mother Shipton has risen me thinks

Whitehall watch once again delivers insightful comment

The Great Train Wreck of Twenty-Thirteen | Whitehall Watch: "- Sent using Google Toolbar"

Mental Models: Standardized Work and Performance Measures — Lean Blog

noreply@blogger.com (Unknown) — Sun, 22 Aug 2010 20:06:00 +0000

Mental Models: Standardized Work and Performance Measures — Lean Blog:

I Patrictularly like the following quote

“Metrics and measures are the voice of the process, to be used for improvement, not for blame, ranking, and punishment.”

How many times have colleagues been ranked and compared leading to punishment or even loss of their job. too many. Thanks to Lean Blog for reminding us.

Audit Commission abolished | News | Local Government Chronicle

noreply@blogger.com (Unknown) — Sun, 15 Aug 2010 06:29:00 +0000

Audit Commission abolished | News | Local Government Chronicle

According to the Eric Pickles the Audit Commision has lost its way and will be abolished, do you think that this it the right thing to happen?

doubling failure

noreply@blogger.com (Unknown) — Thu, 01 Jul 2010 14:22:00 +0000

I dont always like the stuff that comes out of HBR but this one is interesting, it covers the topic of why leaders should double their failure rate, I guess the gist of what is being said I agree with just how do we know that doubling failure will work ?

http://hbr.org/product/the-failure-tolerant-leader/an/R0208D-PDF-ENG?cm_mmc=email-_-newsletter-_-daily_stat-_-stat070110&referral=00204&utm_source=newsletter_daily_stat&utm_medium=email&utm_campaign=stat070110

Advice Is Changing: Systems Thinking at work in Nottingham

noreply@blogger.com (Unknown) — Thu, 01 Jul 2010 08:40:00 +0000

A must watch for anyone wanting to understand how the quality of services can increase without adding costs .

Thanks to Advice Uk for turning the story into something very simple and straight forward to understand. Brilliant!!

CDO - I want to be Cheif Detail Officer

noreply@blogger.com (Unknown) — Thu, 10 Jun 2010 11:22:00 +0000

Rory Sutherland makes an excellent case to spend less and gain more!!

http://www.ted.com/talks/view/id/880

Sir Ken Robinson: Bring on the learning revolution! | Video on TED.com

noreply@blogger.com (Unknown) — Tue, 08 Jun 2010 19:04:00 +0000

Sir Ken Robinson: Bring on the learning revolution! | Video on TED.com

RSA Animate - Drive: The surprising truth about what motivates us

noreply@blogger.com (Unknown) — Sat, 29 May 2010 21:18:00 +0000

EBS Highly Commended

noreply@blogger.com (Unknown) — Sat, 08 May 2010 14:53:00 +0000

Well Done EBS for being Highly Commended in the CENE Awards http://www.cene.org.uk for transforming the way you deliver housing repairs.

My New Website

noreply@blogger.com (Unknown) — Fri, 26 Mar 2010 13:55:00 +0000

here here is my new website, check it out http://leansystemthinking.weebly.com/

Simple yet so powerful

noreply@blogger.com (Unknown) — Wed, 28 Oct 2009 15:26:00 +0000

Such a simple yet powerful message, I just love reading these Evolving Excellence guys

http://www.evolvingexcellence.com/blog/2009/10/find-the-real-opportunity.html

Notes from the last group meeting

noreply@blogger.com (Unknown) — Fri, 25 Sep 2009 20:25:00 +0000

Notes of Meeting Held on Friday 21st September 2009

1. Presentation on Processing of CRB Checks Lee Walker presented to the group details of the work undertaken and revised process implemented by Middlesbrough Council HR staff in processing of CRB checks. The revised process has significantly reduced the processing time. Contact for further information – Lee Walker, Mouchel,

2, Presentation on Mobile Working Arrangements in Redcar Cath Adams, Rob Watts, Stuart Hume and Billy Kemp outlined work undertaken in a mobile working project which involves the Contact Centre and Area Management supervisers and Operatives. The project utilised mobile technology and has significantly improved the efficiency of Area Management operatives and delivered benefits to customers through a substantial reduction in waiting times. Contact for further information- Cath Adams / Rob Watts

3. Publication of Presentations The group agreed it would be useful to publish the presentations on Linked In but acknowledged there may be sensitivities and therefore Executive Management approval may be required.

4. http://smallcreativeideas.blogspot.com/ The above may be a useful website for members to refer for research etc

5. Next Meeting To be arranged by K Fulton to be held in Stockton. The agenda will include an outline by all on approach and difficulties with NI14 to be followed by a general discussion.

The wrong forms

noreply@blogger.com (Unknown) — Tue, 15 Sep 2009 19:11:00 +0000

Interesting that the customer is partially blamed for filling in the wong forms see this link for some details. http://www.heraldseries.co.uk/news/hswallingfordnews/4586200.Council_faces___1_5m_debt__mess_/

May be we should think about making it easier of the customer

Tees Valley Improvement Group

noreply@blogger.com (Unknown) — Fri, 11 Sep 2009 19:34:00 +0000

We have recently set up a Tees Valley Improvement Group , The next meeting of the group is Friday the 18th September 2009 at 2.00 in the Redcar and Cleveland Council Chamber. Reps from Middlesbrough and Stockton will be there and Kate Fulton from Stockton is contacting Hartlepool and the Fire Brigade to determine interest . The agenda for this meeting will be presentations on -

1,Lee Walker , Middlesbrough - How they have reduced the processing time of CRB checks to 2 weeks

2. Rob Watts , Area Management - Mobile Working

3. Margaret Tait , Disabled Blue Badges

If you or anybody in your organisation would like to attend either for part or all of the session would you please let me know .

For more information please see the grups page on linked in
http://www.linkedin.com/groups?gid=2123503&trk=hb_side_g

noreply@blogger.com (Unknown) — Sun, 09 Aug 2009 16:51:00 +0000

I find linked in an excellent website to keep upto date with my colleagues and ex colleagues, please feel free to have a look at my profile on http://www.linkedin.com/in/lwalkerbtc

Thought Provoking Debate

noreply@blogger.com (Unknown) — Thu, 23 Jul 2009 08:13:00 +0000

Having worked in Local Goverment for 20+ years, if find this debate fascinating, I know which camp I am in, some of the comments are fantastic!!

Cut the Audit Commission, not public services - http://www.lgcplus.com/5003845.article

By all means criticise us, but get your facts straight - http://www.lgcplus.com/by-all-means-criticise-us-but-get-your-facts-straight/5004206.article

First meeting was a hit

noreply@blogger.com (Unknown) — Wed, 22 Jul 2009 19:57:00 +0000

The first meeting was a massive hit amongst the members and we have agreed to cover the following topics to outline improvements made so far with our system

1. CRB checks
2. Mobile Working in RCBC
3. Disabled Blue Badges

If you are interested in attending the next meeting then please let me know

Teesside Group Setup

noreply@blogger.com (Unknown) — Thu, 25 Jun 2009 19:16:00 +0000

A group of like minded public service transformation specialists are getting together in Teesside early in July if you are interested in joining the group please let me know

Business Transformation

Are you ready to innovate

A story to make you smile!

The cost of forms?

I love questions

Trial and Error

what practical methods exist to enable the teams to trust their new approach and not revert to old thinking?

Back in business

The Great Train Wreck of Twenty-Thirteen | Whitehall Watch

Mental Models: Standardized Work and Performance Measures — Lean Blog

Audit Commission abolished | News | Local Government Chronicle

doubling failure

Advice Is Changing: Systems Thinking at work in Nottingham

CDO - I want to be Cheif Detail Officer

Sir Ken Robinson: Bring on the learning revolution! | Video on TED.com

RSA Animate - Drive: The surprising truth about what motivates us

EBS Highly Commended

My New Website

Simple yet so powerful

Notes from the last group meeting

The wrong forms

Tees Valley Improvement Group

LinkedIn

Thought Provoking Debate

First meeting was a hit

Teesside Group Setup