The Lean Start-up training is paying dividends already. No, I haven’t invented some new product that is going to cure world poverty or even make me a small fortune yet I have been able to apply some of the principles that I have learnt, especially around the use of assumptions. I have come to realise … Continue reading Unfolding plans 164 – challenging assumptions
Unfolding plans 162 – #Dynamites15
Last night’s Dynamites15 was excellent. The banqueting hall in Newcastle Civic Centre was packed to the gunnels with a whole host of people interested in the tech industry across the North East. Every seat was sold which made it a bigger and better event than the first one we had last year. A huge amount … Continue reading Unfolding plans 162 – #Dynamites15
Unfolding plans 161 – Fun Day
Of all the audiences that I speak to, I find young children to be the hardest. I’m sure I would get used to it but I’d have to work hard to be a teacher. This morning we laid on a fun day at the education development Centre for a group of Year 5 pupils from … Continue reading Unfolding plans 161 – Fun Day
Unfolding plans 160 – Meetings
I spend a lot of time in meetings. They seem to be a part of what we do. They are a part of the fabric that holds our organisation together. But why? Not why do meetings hold us together but rather why do we have them? What is their purpose? Well that is easy isn’t … Continue reading Unfolding plans 160 – Meetings
Unfolding plan 159 – the data trail
Somehow I’ve let data slip off my agenda. It has slipped off the map. I realised this when I was at the Open Data Event put on by Dynamo North East and the Federation of Small Businesses. I should mention Sunderland Software City as well. I realised that while we were full of intent we … Continue reading Unfolding plan 159 – the data trail
Unfolding plans 154 – Making some noise
I must admit to listening to Classic FM on the way into work and back home again. I used to listen to the news on Radio 4 and found that I would get wound up by whatever the main story was that day. The format of generating an argument between two opposing camps wore me … Continue reading Unfolding plans 154 – Making some noise
Unfolding plans 152 – taking stock
Friday is always a good day to take stock. Today is day five of National Customer Service Week and so it’s a great opportunity to think about what has happened. It was not just ICT Services that got involved. Social Care Direct, Transport, First Contact, Customer Services (of course), Neighbourhood Services, Highways, Regeneration and Economic … Continue reading Unfolding plans 152 – taking stock
Unfolding plans 151 – Employee engagement and culture
This week is flying by. It’s day four of National customer Service Week already. I’m still wearing my Institute of Customer Service badge (with pride) even though I’ve changed jackets since yesterday. Today’s theme is employee engagement and culture which is perfect as we’re having our second day of our Lean Start-Up training. The group … Continue reading Unfolding plans 151 – Employee engagement and culture
Unfolding plans 150 – Wear your badge
Day three of National Customer Service Week. I’m cheating a bit today as I’m not involved in any specific event to celebrate the week and so I’m going to talk about what I got up to yesterday afternoon. Having said that, focussing on customers should be and is a constant activity. Peter told me that … Continue reading Unfolding plans 150 – Wear your badge
Unfolding plans 149 – Customer complaints
Day two of National Customer Service week and the festivities are well underway. Today’s themes are Customer Complaints and MOT. I think the MOT idea was one of our own where a small team of people descend upon a part of the wider organisation to help solve issues and identify learning opportunities. I know it’s … Continue reading Unfolding plans 149 – Customer complaints
Thoughts from a Guerrilla Worker 