September 28, 2021

Our best work


Factories are designed to deliver consistency. The product that’s plucked from the end of the assembly line is the same as any one before and any one after. Each and every output identical to the other. The job of operations is to manage for consistent outputs, and they do that by managing consistent processes.

In services businesses, that have to deal with the beautiful complexity and chaos of customers and context, there is no conveyor, each end point is different. The value that derived comes from its perfect match to its new home. The job of operations is to manage for matching service, and they do that with consistent processes.

The secret of delivering your best work consistently is to work out what works best and do more of that.

Skippy strategy: If we do it this way … we know we will deliver our best work.