This post follows from Part 1 and Part 2 and continues examining the Coronavirus pandemic from a problem-solving perspective. As the pandemic appeared and unfolded, the first two parts looked problem discovery and solution identification. This part looks at the realities of implementing solutions for complex problems.

Strategy ≠ Execution (it’s complicated)

Given the huge social, health and economic implications of Coronavirus pandemic, this was a complex problem that needed to be solved. In complex problems, the cause and effect cannot be deduced. With time and through expert analysis, enough clarity emerges to make cause and effect knowable or relatable. Using Cynefin parlance, the problem…

As the seductive call of another Fantasy Premier League season beckons, this post reviews the last season to identify areas of value. While starting with a blank slate gives us unlimited options, the downside is information overload. Using insights from last season to inform our thinking, we can build a value-based template for our new season teams.

How typical was last season

Before we delve into the analysis, we need to assess how predictable last season (2020/21) was. …

In this age of unprecedented disruption, being responsive to the customer is critical. Good customer experience is a basic expectation of customers. Accordingly, it has taken centre-state for organizations.

The entity around which everything revolves is of course — the customer. But who is the customer? How do we define “customer”? Is it obvious and intuitive? Or is there more than meets the eye?

Obvious or subtle?

The commonly accepted definition of a customer is someone who purchases products or services from a provider.

At the simplest end of the scale are organizations who deal directly with the customer (i.e. the terminal point…

Prediction is a risky business but very tempting nevertheless. While there are many predictions for EURO2020 based on various models, in this post, I look at the kit colours and see if they can point towards a winner.

Winners and runners-up to date

To address this topic, the first step is to visualize the kits worn by finalists. I’ve created a simplified graphic showing the kit (shirt, shorts and socks) worn by winners and runners-up of each European Championship to date. Winners are shown on left and runners up on the right. For most part, teams have worn their usual strips in the final. In…

LEAN is about value. But what exactly is value? A popular definition goes along the lines that value is “what the customer is willing to pay for”. While this definition may seem easy to understand, it can raise more questions than it resolves.

In this inquisitive post, I look at the concept of value from different perspectives (to attempt) to arrive at a crisp answer on what exactly value means within a LEAN context.

Defining value

Like all good LEAN approaches, we need to start with a baseline or standard. So let’s start with some definitions. A colloquial definition of value was…

The 2021 Champions League final featured two teams with different yet similar paths to the final. One team was led by Guardiola, probably the best manager of the current era. The other team had a mid-season change of coach, but in Tuchel, found a way to revolutionize their fortunes. The similarity was subtle: both teams had put utmost faith in their coaches.

2020/21 can be considered the season of the coach. Reviewing the Premier League and the all-English UCL final, this post looks at the Premier League managers who gave the biggest talking points.

Europe

Chelsea and City. The two finalists…

In theory, chatbots and their kin, are a great idea with obvious advantages. Their implementation however can leave a lot to be desired. Do they really add the value they purport to do? Or are they just more information-junk that is littering the info-verse?

Accustomed to more traditional options, I recently took the proverbial plunge and decided to try out chat options for customer support. Reflecting on my experiences, I look at the good, the bad, and the ugly side of online chat, as it relates to customer service.

The Good

A chatbot is an automated program that interacts with customers, usually…

As per the news today, the Big Six of the Premier League have signed up to the proposed European Super League with Juventus (Agnelli was the proponent so no surprises here), Inter, AC Milan, Real, Barcelona and Atletico Madrid. Just when we thought the expanded Champions League format would end this prospect, it seems more real than ever. Is it greed or an evolution?

European Super League — Greed?

From the emerging proposals, the ESL will be a closed competition of 12 (or some more) clubs who will play ESL games in midweek while also playing in their respective domestic leagues.

The move has understandably…