What are we actually trying to improve?

“Boiling the ocean” is one of those phrases that can be quite accurate but is still slightly irritating to use or hear. It refers to analyzing something to death or tackling a

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Why happy customers aren’t enough

Over the years we’ve done a number of studies to try to help our clients find out what their customers think of them. These types of studies are often packaged under the

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Green and red time opportunity

Opportunity #2 When we look for opportunity, we categorize time into green and red components. Green time is the current productive part of a process, while red time is the non-productive waste.

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The hunt for opportunities

“Opportunity” is one of those euphemisms we use instead of “problems.” It’s arguably a better word, because most operating problems are, in fact opportunities for an organization to improve. Before we take

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In search of opportunities

Opportunities exist everywhere in organizations, because businesses are constantly changing in both subtle and not-so-subtle ways. We spend a lot of time observing organizations of all shapes and sizes, and it is truly fascinating to see how they operate.

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