Category Archives: Sector: Public Services & Charities

Systemic failure creates significant down time (or how to ruin a perfectly lovely morning)

I have just tried to renew my prescription online.  This should take roughly one minute – find the website, click on a couple of screens, tick two boxes and I’m done.  Not this morning. http://www.patientaccess.com has changed its website (apparently … Continue reading

Posted in Chap 09 Quality, Chap 10 Processes and technology, Sector: Public Services & Charities | Tagged , , , | Leave a comment

“NHS medication errors contribute to as many as 22,000 deaths a year”

This was this morning’s headline news in the press and on TV and radio.  So given that this is a mainstream operations management issue, I thought I’d look into it.  It raises some interesting points. I started by trying to … Continue reading

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Carillion: an operations management perspective

Much has been, and will be, said about the collapse of Carillion, the UK’s second largest construction company and major provider of facilities management services to both the public and private sectors.  In this blog, I aim to specifically to … Continue reading

Posted in Chap 01 Introduction, Sector: Construction, Sector: Public Services & Charities | Tagged , , , , | 4 Comments

Lean six sigma applied to service operations

In our book (page 18) we argue that manufacturing and service operations are not so different, except for the the concept of “simultaneity/inseparability” i.e. direct delivery of the offer to the consumer.  Even so there is a danger that some … Continue reading

Posted in Chap 09 Quality, Chap 15 Lean and agile, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , , , | Leave a comment

The artificially intelligent social worker

This Deloitte article looks at how artificial intelligence (AI) could be applied to service delivery in the public sector, especially social work.  It’s emphasis is on using technologies that are becoming ubiquitous in people’s homes, such as intelligent agents and … Continue reading

Posted in Chap 10 Processes and technology, Sector: Public Services & Charities | Tagged | Leave a comment

Can the public sector ever be agile?

I have recently blogged about agile project management, especially with regards software development.  This turns on its head many of the conventional ways of thinking about projects, and uses apparently “gimmicky” techniques and jargon such as scrum, sprints, and so … Continue reading

Posted in Chap 13 Projects and crises, Sector: Public Services & Charities | Tagged | Leave a comment

Operations Insight: Big Data – making digital transformations

This Insight is different to most.  Instead of focusing one one operation, it focuses on the topic of ‘big data’ and identifies a few examples of how this technology is being adopted across a range of industry sectors. Google – … Continue reading

Posted in Chap 01 Introduction, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: I.T. & ecommerce, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged | Leave a comment

Quality gaps in the digital customer experience

Last week, Capgemini launched their report – ‘The Disconnected Customer: what digital customer experience leaders teach us about reconnecting with customers‘ (PDF available here).  This is based on research with 600 executives and 3,000 consumers.   It seems that this … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged , | Leave a comment

Artificial intelligence – how it might impact on business success

A new discussion paper from mckinsey.com – “How artificial intelligence can deliver real value to companies”.  It includes a survey of 3,000 ‘AI aware companies’ across the world.  This suggests that early adopters of this technology have higher margins than … Continue reading

Posted in Chap 01 Introduction, Sector: Energy & Utilities, Sector: I.T. & ecommerce, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged | Leave a comment

Catastrophic system failure and its implications

The term ‘catastrophic system failure’ (CSF) originated in the I.T. industry, but it has now come to mean any sudden and total failure from which recovery is extremely difficult or even impossible.  The fire at Greenfell Tower this week is the … Continue reading

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