Kano Model Analysis

Dr Noriaki Kano developed Kano Model Analysis in the 1980s, as a tool for analysing and understanding customer satisfaction. It is used when designing new, or reviewing existing products and services to keep focus on customer expectation and satisfaction, rather than solely cost of delivery.

Murphy’s Law

Most of us are aware of the adage that ‘Anything that can go wrong, will’. It is attributed variously, but we mainly know of it as Murphy’s Law.

Merciless Measurement in Policing

The demands on policing have changed significantly over the past 10 years. Overall crimes and incidents have decreased, whilst new crimes are emerging. Many of these crimes are associated with vulnerability, public protection and safeguarding and require more policing resources, being generally more complex to investigate. All this in a landscape of financial uncertainty and where police officer numbers continue to fall.

Housing association Lean

Using Lean to Help Ensure Effective Housing Association Mergers

Why this revised article? This article is an update and revision of the merger article originally posted on the Ad Esse website in January 2016. Although more mergers have been announced since then, we have also seen some failures in mergers. This has meant that organisations have effectively put their change and transformation programmes on…

Streamlining Estates Inspection

Estates inspections form an important part of property management for any housing association. Done well, estates inspections can add enormous value for residents and raise their satisfaction, and a robust programme of inspection can save money by dealing with issues before they become problems. Our latest article explains how to improve your approach to estates inspections.

DLOs vs. Contractors

Most organisations considering a change to, or away from, a DLO are doing so for one of two reasons, either there are performance problems they want addressed or they want to improve value for money. This article outlines the pros and cons of the two approaches and makes a recommendation for anyone looking to improve the performance of their own maintenance and repairs services.

Eliminating your backlog

The concept of a backlog, an accumulation of uncompleted work or matters that need to be dealt with, may be a familiar one whatever sector you work in, and may be something that you have to deal with on a daily basis. Defining a backlog is actually something that every organisation does differently. A hospital…