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Monthly Archives: June 2016
Unintended Consequences
Using data to understand your processes and improve them is very useful. But using data often results in unintended consequences. If you don’t have a good understanding on the pressures collecting data will bring to bear on the system you … Continue reading
Posted in Customer focus, Management, Process improvement, Systems thinking
Tagged airlines, Customer focus, Data, Systems thinking
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Curious Cat Management Improvement Blog Ranking
I created a ranking of top management improvement blogs for fun. There is no way to objectively rate blogs by how worthy or valuable they are. I just wanted to create a listing that ranked blogs I thought were worth … Continue reading
Support Theatre
Support theatre provides the appearance of supporting customers when in fact it is just treating customers poorly based on a management system that disrespects customers. It is a similar idea to security theatre that has become so popular for government … Continue reading →