Insights
Writing from members and the council on complexity, execution and management in service and knowledge-work organisations.
Why TPS is not “Lean for The Masses” ….hint, the answer is in the name!
The Machine That Changed the World At the risk of being branded a heretic, I’d like to propose that, in their seminal books on Lean (The Machine that Changed the…
40% Productivity Improvement: Public Sector
GOVERNMENT SHARED SERVICES CENTRE “We tried applying Lean our own but struggled to make it relevant to our day to day work. Deploying ServiceForce, Expertivity’s Lean Management System, transformed our…
Laying Lean Foundations for Serious Growth
Interview With Wendy Hamilton – SVP Global Operations “When someone gets through the Lean journey, they change their mindset in subtle ways that they would never have believed at the…
Lean Operations: Global Banking
Facts Results What was at stake? The client, an Irish subsidiary of a foreign bank, needed staff and cost reduction in order to keep their doors open. The requirement was…
Lean Transformation at KTL
KILLARNEY TELECOM LIMITED (KTL) When KTL targeted growth, they focused on competitiveness “..agility can come at a significant cost to the bottom line. Lean allowed us to optimise and standardise most…
Operational Excellence for Future Expansion: Large Health Organisation
Facts Results What was at stake? In 2016, the client embarked on a digital transformation programme to improve their digital presence and their online service delivery. Prior to that, their…
Significant capacity release: Insurance
Facts Results What was at stake? The company needed to significantly increase the capacity of its Centralised Operations Team, which handles centralised back-office administration for all insurance policy processing. What…
Why Common Practice is Not Best (or Better) Practice!
Diffusion of Innovations In speaking to managers in service and knowledge work organisations, I’m often told that “we already employ industry best practices” but often find that what they really…
Demand and Capacity Management of Remote Working Teams in the “Post Covid” Era
R evisiting proven management practices to drive efficiencies of remote teams . Managing the demand and capacity gaps in Service and Knowledge Work organizations is a big challenge when teams…