Process Design

  • As-is, Should-be
    As-is, Should-be
    By Kirsten Gibbs on August 12, 2020
    It always starts with "should-be."
  • Flipping
    Flipping
    By Kirsten Gibbs on July 17, 2020
    What if you flipped the order you do things in? Who would benefit?
  • The Big Picture
    The Big Picture
    By Kirsten Gibbs on June 29, 2020
    Help people navigate for themselves.
  • On Purpose.
    On Purpose.
    By Kirsten Gibbs on June 15, 2020
    "Design your company or it will be designed for you." Brian Chesky
  • Bleak House
    Bleak House
    By Kirsten Gibbs on May 29, 2020
    A never-ending story.
  • Process: complicated or complex?
    Process: complicated or complex?
    By Kirsten Gibbs on May 27, 2020
    I know which is more fun.
  • Process vs People
    Process vs People
    By Kirsten Gibbs on April 16, 2020
    What could your people be doing if they weren't reinventing the wheel?
  • How to quickly capture a business process/procedure/work instruction
    How to quickly capture a business process/procedure/work instruction
    By Kirsten Gibbs on March 25, 2020
    Making tacit knowledge explicit
  • Re-balancing
    Re-balancing
    By Kirsten Gibbs on March 24, 2020
    In a crisis we need to act. Then we need to reflect and react.
  • A long slog
    A long slog
    By Kirsten Gibbs on March 10, 2020
    Go slow to go faster later.
  • For the want of a nail
    For the want of a nail
    By Kirsten Gibbs on February 27, 2020
    Reliability is everyone's responsibility.
  • Customer experience, service delivery
    Customer experience, service delivery
    By Kirsten Gibbs on February 24, 2020
    Two sides of the same coin
  • Outbound Triage
    Outbound Triage
    By Kirsten Gibbs on February 5, 2020
    Like charity, interruption management starts at home.
  • Triage
    Triage
    By Kirsten Gibbs on February 5, 2020
    Prioritising on the fly.
  • Beware the black box.
    Beware the black box.
    By Kirsten Gibbs on February 3, 2020
    'What' stays more or less constant, never 'how'.
  • Playing with change
    Playing with change
    By Kirsten Gibbs on January 30, 2020
    Take the pressure off.
  • Self-service
    Self-service
    By Kirsten Gibbs on January 27, 2020
    I want to do it myself - until I don't.
  • Civilisation
    Civilisation
    By Kirsten Gibbs on January 21, 2020
    Built on streamlining process.
  • Ups and Downs
    Ups and Downs
    By Kirsten Gibbs on October 7, 2019
    Algedonics - keeping track of the highs and lows.
  • Unscripted
    Unscripted
    By Kirsten Gibbs on October 4, 2019
    Consistent doesn't have to mean mechanical.