Process Improvement For Services
Robin Barnwell

Six Sigma Really Sucks

Six Sigma practitioners beware - applying Six Sigma methodology to everything might create bigger problems than you expect! Columnist Robin Barnwell explains what happened when he brought methodical rigour to tackling NVA in the household chores.

by: Robin Barnwell
Published: April 1, 2012
Tags: Six Sigma, Robin Barnwell, April Fools


Robin Barnwell

Running Late: Some Statistics on Marathon Pacing

Feel like you're running flat out? Columnist Robin Barnwell develops a prediction model to better judge pacing and target times as he analyzes data from London marathons past in preparation for his own run this year.

by: Robin Barnwell
Published: January 31, 2012
Tags: marathon running, Robin Barnwell


Robin Barnwell

Forget "Recommended By"...Is Building Trust a More Important Metric?

Building trust is more fundamental than the "recommended" metric used in Net Promoter Score, says columnist Robin Barnwell. Afterall, would you continue to do business with a company you did not trust?

by: Robin Barnwell
Published: December 16, 2011
Tags: Net Promoter Score, Robin Barnwell, Customer Experience, trust


Robin Barnwell

Epic Fail: Why is it so hard to deliver lasting change?

Even when someone's life depends on it, making changes is not easy, writes contributor Robin Barnwell. And you can bet that business process change encounters similar challenges. So what can you do about it?

by: Robin Barnwell
Published: January 12, 2012
Tags: change, Robin Barnwell


Robin Barnwell

Want Lasting Business Change? Leave the Tools on the Shelf

Why do so many businesses fail to achieve long-term and lasting change?, asks contributor Robin Barnwell. Because they fail to take account of the most important variable in any messy, uncontrollable and complex environment - the people.

by: Robin Barnwell
Published: October 11, 2011
Tags: Robin Barnwell, Process Improvement for Services, Change Management, people focus, soft skills


Robin Barnwell

Buying Beans – What is Pull in a Services Business?

Pull processes do work in a services business and deliver real improvements in communications. But don’t think they will solve all your problems, says columnist Robin Barnwell. When you open the tin of beans you may be surprised at what you find inside!

by: Robin Barnwell
Published: September 19, 2011
Tags: pull systems, lean, Robin Barnwell, Lean for services, service lean