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An honest conversation with Fraser Cowe about readiness for change, bottom-up improvement, and why success in one part of the business doesn’t guarantee success everywhere else.“We assumed the capability was there. It wasn’t. And that was on us.”  In this episode:  00:00 Introducing Continuous Im...
When everyone is working towards the same goal, it’s easy to assume everyone can see the same picture. Carla Smith, Innovation, Strategy and Planning Programme Manager at the Midlands Cancer Alliances Life Science Hub, reflects on what it took to bring more structure and visibility to a complex m...
Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre. “We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to ...
As improvement activity grew at Currys, so did the number of ideas.Phil Knowles shares what happened when that pipeline became harder to manage, and how focusing on specific operational challenges, with clearer governance and faster feedback, helped create the conditions for improvement to work a...
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