Business approaches for “complex” problems

With Andrew Moore at DAV Management, I’ve written a piece recently: “New approaches to ‘big’ problems“. Edited with copy of the article, as it’s no longer available from DAV Management. New Approaches To Big Problems It’s a business piece talking about how new complexity-based approaches can offer major benefits in terms Read more…

Customer insight – hearing their stories, their complaints their way

Customers (or clients or patients or…) are naturally full of stories about services that an organisation offers. And they regularly share them, particularly the stories from which we can find opportunities for improvement – complaint stories or call-centre phone calls. These are actually more valuable than most focus groups or Read more…

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