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What is the process approach?

Tuesday 22nd January 2019

Imagine a small business, let’s call it ‘Pete’s Perfect Plumbing’. It has several regular customers, and a handful of bright, enthusiastic staff. Sounds good so far. But, interestingly, this business has no agreed processes. On one day, a customer will call up Mandy (who answers the phones) with a plumbing issue and they’ll receive one […]




Quality: Doing it right when no-one is looking

Wednesday 12th October 2016

What is ‘quality’? It’s a word that means so many different things to different people. To most, the Oxford dictionary definition will suffice – it’s a “general excellence of standard or level”, and it can be applied to everything from groceries to goal shots. But when the term ‘quality’ is used on site, the meaning […]