At TowerStone, we believe in keeping things simple.

Apart from the obvious benefit of being easily understood, we believe our simplicity demonstrates that we have thought critically about our work, in order to distil the essence – what matters most.

In the same vein, we believe it is far more difficult to present an opinion concisely on a single page, than to deliver a 30-page written composition. This is something Brad Power does well in his article Customer-Centric Continuous Improvement.

For most leaders, the term Continuous Improvement conjures up images of stopwatches and clipboards that inform process maps and flowcharts, which in turn are interpreted by someone with a Black Belt. As a result, most companies suffer from something Power likes to call Process Attention Deficit Disorder.

Power caught my attention with a statement that resonates strongly: Improving customer value continuously is difficult “…because so many organisations are still organised around functional silos, which are managed to optimise their own performance rather than to deliver value to customers” (Power, 2011).

To counter this, Power offers leaders improvement advice I can understand – he calls this: tools of the heart, head, ears, and feet.

I found the ears most helpful, closely followed by feet – which of these work for you?

Click on the link within the article reference below and find out:

Article reference: Power, B (2011), ‘Customer-Centric Continuous Improvement’,Harvard Business Review, 21 April, viewed 22 August 2013.

By Malcolm Ferguson ~ Efficiency Business Leader