The hidden extras

I heard a programme on the radio this morning which mentioned amongst lots of other interesting facts that we are the first generation not to have tasted their cutlery - stainless steel is tasteless.

Of course being tasteless was not a design feature - it just came as a 'hidden extra'.

This set me thinking about the fact that YOU should think about the 'hidden extras' in your products and services.  What is it about them that customers value ... but were not explicitly designed in.  Can any of these be extended or enhanced to offer additional(perhaps unconscious)value?

Are you worth it?

How does your pay compare to that of the lowest paid worker in your organisation?

If you don't know, go and find out ... and ask yourself if you are worth that differential.,,, bearing in mind your skills, responsibility, level of risk and whatever other factors you think should be taken into account.

If you can't honestly answer 'yes', what are you going to do about it?

Are you mature?

Well, are you mature? Not you ... your organisation.

In a mature organisation it is often more difficult to identify innovations - the market is mature, processes are well-established, staff have been in post for some time.

So, you have to find ways of acting in an 'immature way' - more like a start-up.Think about how you might do this ... look at the 'edges' of your market to identify potential new opportunities;  think how technology could change your processes; change people's roles so they have to think afresh.

These are just suggestions ... the key (as one rather large organisation used to remind us) is to Think Differently. 

Lower the Lintel

A lintel is one of those girder-like things above a door ... the kind of thing you bump your head on in old, mediaeval buildings in the UK.

I am thinking of installing a few such low ones throughout my organisation. Then everyone who bumps their head will be reminded about 'low overheads' ... and the message might eventually sink in.

Badges cost

Many industrial and commercial sectors have quality 'badges' ... hey, we are certified by ...

Sometimes these are helpful (in attracting new customers/clients); sometimes they are almost essential.

Sometimes there are multiple, competing badges.

Just remember that these cost you money - you almost certainly pay a fee and, of course, it will cost you quite a lot to understand and then comply with any regulations imposed.

So, treat such badges like you would any other investment - and do a cost-benefit assessment before going ahead.

Also remember that the real judges of your quality are your customers!

Work Flow

I saw a post on a (different) blog recently which talked about various tools to improve workflow.

As I read it, I realized that the tools were irrelevant.  The author was using the (excuse of) the tools to design a workflow ... but this would have worked just as well with a different set of tools, and almost certainly without any tools at all.

So think about the workflow - not about the tools.  Think about the sequence of activities, the layout of workstations, the time taken at each one, how things are checked for errors, how they are handed from one workstation to another.  And then think whether tools (whether that be fork lift trucks or software) would help.

Tools can make things more efficient - but without a proper design of the workflow itself, they might just speed up your inefficiencies.

What did you learn last year?

If you are a professional (accountant, lawyer or ...) you almost certainly have to go through some process of continuing professional development - attending courses or other events which keep you up-to-date and extend your skills and knowledge.

Though this might at times seem to be a 'drag', it is useful.

So, if you are not one of these 'chosen professions', make it your business to do it anyway.

Reflect on what you learnt last year, what did you do to make you better at what you do.

Nothing! Shame on you! You now should have a(nother) New year Resolution.