Process Design

  • 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.
  • Orchestration
    Orchestration
    By Kirsten Gibbs on November 12, 2019
    How to divide a symphony
  • 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.
  • Consistency
    Consistency
    By Kirsten Gibbs on October 3, 2019
    Rhyme and repetition.
  • Design is for people
    Design is for people
    By Kirsten Gibbs on September 25, 2019
    So understanding people is the key.
  • Good design is as little design as possible
    Good design is as little design as possible
    By Kirsten Gibbs on September 19, 2019
    Its not about you.
  • Taking chances
    Taking chances
    By Kirsten Gibbs on September 16, 2019
    Take care of the downside, and the upside will take care of itself.
  • Infrastructure
    Infrastructure
    By Kirsten Gibbs on September 13, 2019
    Expensive, but well worth the investment.