How vintage, you use a fax machine. I’m fairly sure I haven’t sent or received a fax in over 10 years. However… I recently handed out a business card, with a fax number on it! A long story, but it was all I had, and someone wanted my contact number. I found the ‘historical artifact’ […]
What does the Military have to do with Net Zero?
Quite a lot as it happens. But first, consider this… Fleet Oaks. Fleet Oaks is the name given to oak trees that are planted with the sole purpose of providing the building material (wood, specifically oak) required for naval ships. Growing oak trees isn’t a quick enterprise. My interest was triggered by a recent Tweet […]
Luke… ‘Root Cause Analysis 5 Whys’ is not the method you are looking for…
The (over) Enthusiasm of Youth. A long time ago (over quarter of a century), in a Galaxy far, far away (St. Mellons, East Cardiff) I learnt all about Root Cause Analysis (RCA), and my life was enriched. I was freshly equipped with a science degree, doing science based things at work and RCA fitted perfectly. […]
Getting Excited About Governance
Governance isn’t one of those words you’d typically associate with ‘enthusiasm’ or dare we say it ‘excitement’. Strange as it may seem, governance is something that we (Kate and Chris) do get excited and enthusiastic about. We probably spend more time talking about it than might be considered reasonable. There are good reasons for this. […]
Scaffolding: Temporary, Lightweight and a Utilitarian Metaphor.
I’m a bit of a sucker for metaphors. Which one of these descriptions works best for you? Option A. “To make this project something that will be a success for many years we need to put up the right sort of ‘scaffold’ to help it develop…” Option B. “To ensure the successful delivery of the […]
Customer Contact Centers After Covid. More Human, More Local, More Joyful?
It’s Down By There… I had two experiences of Customer Services this week. One was a terrible grind, the other left me feeling joyful. The terrible grind is what you might expect when trying to cancel a conscription* with a massive global company. You don’t actually get to speak to anyone human. It’s just a […]
Knowledge Management is like a Boomerang.
There’s so much I don’t know (about knowledge). I don’t feel particularly confident about writing this post. The more I’ve learnt about ‘knowledge’, the more I realise that I don’t know very much. However, sometimes I feel the need to speak out – in a helpful sort of way – to prevent others making the […]
What do Amazon’s Business Model and a COVID-19 Rapid Learning Engine have in common?
This is not as tenuous as it sounds. Have a glance at the image above and ponder on this. It was originally drawn in the early 2000’s by Jeff Bezos, on a paper napkin. Described as the ‘virtuous cycle’ its been at the heart of Amazon’s approach, and part of them becoming one of the […]
Facilitation Sketchnotes
I’ve been experimenting with some drawings / sketchnotes of facilitation methods I’ve used a lot, or fall back on at various moments. I was planning to have done something a bit more structured with them, but that’s proving to be a challenge at the moment – so I’m just parking 4 of them here until […]
Ray Cats. The Ultimate Wellbeing of Future Generations Job.
How do you send a message to someone who is 10,000 years in the future? It’s not a question I’d imagine most of us think about every day. Even the people who have Futurologist in their job title might struggle. The Wellbeing of Future Generations Act (Wales) probably doesn’t quite stretch to 10,000 years in […]
What's the PONT 