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Human-Side-Enterprise-Annotated Version: Douglas McGregor review by Stephen Parry

Posted by Stephen Parry on Dec 7, 2010 6:01:07 PM

Human-Side-Enterprise-Annotated Version By Douglas McGregor

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Topics: Book Reviews, Change Leadership

Run experiments not pilots.

Posted by Stephen Parry on Dec 7, 2010 5:29:12 PM

In Lean we start by not knowing the solution, in Mass you only start once you 'know' a solution. That's why we run experiments not pilots.

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Topics: Methods, Uncategorized

Call Centres: All Businesses Have costs but Waste is Optional

Posted by Stephen Parry on Dec 7, 2010 4:59:49 PM

By Stephen Parry
At the risk of being accused of stating the obvious, a well-known research company has demonstrated that call centres resolving customer issues at the first point of contact will increase customer satisfaction.

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Topics: Methods, Sense and Respond Book

To do or not to do, is it your choice to work on the system?

Posted by Stephen Parry on Oct 25, 2010 11:27:48 AM

Lean Transformation Diary Entry from Andreas Heinz, October 22, 2010

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Topics: Andreas Heinz, Sense and Respond Diaries, Change Leadership