John Seddon has been a Systems builder since the 80s. He bases his work on the genius of Taiichi Ohno – The Toyota Production System – Beyond Large-Scale Production. Seddon has been successful adapting Ohno’s TPS approach but using it in services.
There’s always a temptation to set targets and try to convince people to strive for them. This can take an organization’s focus away from satisfying customers, our true ‘purpose’. By stating our purpose clearly and weaving it into the fabric of our organization, we can create measures that match the purpose and tell us something about how good our methods are
Seddon identified 4 key measures for any organization:
- Customers – are we meeting their expectations?
- Response time for customer requests – can we be better?
- Processes – are we as efficient as we can be?
- System – are we viewing ourselves as a system and measuring the end-to-end flow?
Be getting clear on our purpose and developing useful measures, we can improve methods in the areas that count – meeting customer requirements (needs plus expectations) and make the work go better.
Know Quality, Know Profit…No Quality, No Profit
We have some great measurement tools and methods built into our Cloud-based Management System platform. If you’d like to see if it can help improve your workflow, schedule a demo. We’d be happy to spend 10 or 15 minutes with you to see if it’s a fit…