This page contains various items to get you thinking.  It is regularly updated. Feel free to browse and copy any you fancy. Feedback is always welcome - just click on the e-mail link at the bottom of the page.
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Process Management - Why Make it Difficult?
This article was published by Excellence North West in 2002. It explores some of the structural and cultural enablers for successful process performance management

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Processes vs Functions
A 1-page (biased) summary of the advantages of managing by process, rather than by function.

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Relationships between Companies and their Customers
The introduction to the European Prize-winning Master's thesis from 1997-8. Why do we like some companies and dislike others? Why does one company's loyalty scheme make us feel warm and valued, while another's is clearly a cynical ploy?

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Management and Poetry
Thoughts on using non-rational thinking and communication for effective management

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Customer Focus
This piece was published by EFQM as part of the 1999 Learning Edge Conference. It's a bit of a rant, really...

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The Seven Wastes
A simple technique for identifying efficiency improvements in the workplace. Stolen from the Japanese!

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The Seven Symptoms
Similar to the 7 Wastes, but focuses on effectiveness.

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Behaviour Change - Back to Basics
Some notes on personal behaviour change - why it's difficult; why it's simple. Why nicotine patches aren't the answer....!

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Grayhawke Ltd, Foxes Run, The Lydiate, Lower Heswall, Wirral, CH60 8PR
Email: office@grayhawke.com