Understanding Customer Needs
Learn how to utilise customer services to the best of your ability, reducing costs and providing a better service overall.
Learn how to utilise customer services to the best of your ability, reducing costs and providing a better service overall.
This paper presents our approach to building a framework for the implementation and use of Standard Operation Procedures.
For an introductory paper on Clinical Commissiong Groups and Operational Excellence.
This discussion document explains how to better understand customer needs, in order to improve processes in the service industry. The document outlines an approach in classifying customers in different dimensions, which helps to answer the key questions for service redesign.
This short presentation at a Lean seminar at Bedford Hospital Trust demonstrates the four definitions of value and gives examples of how the Kano method can assist in delivering a service design that improves patient experience.
Presentation to heads of transformation during an event in the Midlands, on the key element of sustaining Lean.
We are providing coaching support to some of the most senior executives in the SHAs and the Department of Health, around Large Scale Change.
kinetik solutions talks about process excellence, in the book, IT Value Chain by Ade McCormack. More details about the book at http://www.amazon.co.uk/Ade-McCormack/e/B001JSJQKC/ref=ntt_athr_dp_pel_pop_1
This presentation gives information on the background of Lean, its application in the NHS and also how 5S and 7 Wastes concepts impact health care services. It has been delivered to several trusts, teams, NHS Directors and executive boards.
This article describes how high performance is an essential ingredient to the constant change that businesses face today. The article was published in the Institute of Operations Management journal.