All posts by Adam Henshall


How Uber’s Onboarding Process Beat Taxis on Customer Satisfaction

uber onboardingUber currently has drivers operating in 633 cities worldwide. From nowhere they have stormed the market and disrupted taxi services globally.

Uber is one of the biggest successes of the sharing economy.

But what is it about Uber that allows for it to dominate the market?

There is of course the convenience of ordering through the app and all the benefits of the product but, as reported in The Richest, one big plus point is the drivers themselves. Consumers prefer them to taxi drivers.

Partly this is down to having an internal rating system to incentivize drivers to provide high quality services. However, to keep standards high Uber qualifies and onboards drivers to prepare them for their task of protecting the Uber brand.

In this Process Street article we’ll look at how Uber does this. We’ll investigate:

  • The importance of effective onboarding
  • How Uber enters a new market
  • The Uber driver application process
  • How Uber onboards new drivers

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The Harvard Churn Management Algorithm to Boost Profits 115%

churn managementIt’s an accepted reality of business that customers come and go.

This is why we’re always on the lookout for new customers – we know we can’t just rely on the existing ones to keep things ticking over.

Yet, we don’t have to accept this fact lying down. And many don’t!

This article is about fighting back against those customers abandoning ship; about stemming the tide of the churn.

In this Process Street article, we’ll look at:

  • What is churn management?
  • What are the different types of churn?
  • How the telecom industry pioneered churn management
  • The 4 best practices across telecom’s big players
  • The 3 critical steps to implementing best practices
  • The Harvard trick to boosting profits by 115%

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9 School Checklists for Teachers and Administrators to Bring Order to Chaos

school checklists

Checklists keep us on track and organized. They keep things standardized and controlled.

So where better to employ checklists than amidst the chaos of children?

In this Process Street template pack we’re covering a much requested use case: education.

Thomas R. Hoerr, writing for ASCD, describes how easy it is to imagine incorporating checklists into a whole range of different educational situations:

I can envision checklists that ensure that we have reviewed all aspects of a student’s progress, that teachers have incorporated all of our talking points in their presentations to parents, and that I have spoken to all the relevant stakeholders before I initiate action.

These school checklists cover use cases which apply to teachers, some for administrators, and others which could be useful around a campus.

The 9 checklists below should help users adhere to best practices, create consistency of approach, and document important information for future review.

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Jidoka: Why Automation Plus Intelligence Equals Best Results

jidokaAutomation is all the rage right now.

We at Process Street can’t stop going on about it.

Automation can save time and money while taking the monotonous tasks out of your employees’ days.

It’s a win-win.

But, in order to approach automation properly, it’s best to understand the development of automation over time and what best practices are used in order to deliver effective automations in your business.

That’s why this Process Street article will look at the core Toyota principle of Jidoka, including:

  • What is Jidoka?
  • What are the related concepts within the Toyota Production System?
  • 3 examples of Jidoka in practice

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Genchi Genbutsu: The Problem Solving Concept Which Drives Toyota Forward

genchi genbutsuIt’s one thing to identify errors or weaknesses in your business, but it’s another to actually fix and improve them.

The crucial step in fixing an error is deciding the right solution to implement. Pick the wrong one and you create a different problem.

When you’re in a massive company, you want to make sure you’re picking the right solution before you start implementing across a whole corporate structure.

Because of this, investigating the problem as thoroughly as possible should be paramount. And this leads us to Genchi Genbutsu; part of the Toyota Production System conceptual toolkit.

In this Process Street article we’re going to look at:

  • What is Genchi Genbutsu?
  • How Toyota revitalized their minivan thanks to a road trip
  • 3 academic approaches to guide your investigation

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Taylorism and The History of Processes: 6 Key Thinkers You Should Know

taylorismIf you want to employ approaches like business process management in your business it’s best to have a solid understanding of how these theories work.

One crucial aspect of using these theories correctly is understanding their development.

It’s common for managers to want to employ cutting edge ideas in their business, but without a deep understanding these methods can be misapplied.

These errors will reduce the effectiveness of your process management and hold your business back.

It’s not just business where process improvement efforts are regularly being undermined! In a recent meta-study from the British Medical Journal, researchers found only 2 out of 73 studies had applied the PDSA process improvement methodology in a way which fully met criteria. Commenting:

To progress the development of the science of improvement, a greater understanding of the use of improvement methods, including PDSA, is essential to draw reliable conclusions about their effectiveness.

In this Process Street article, we’re going to look at some of the fundamentals and pick out key historical thinkers whose work we can trace from in order to better inform how process improvement methods should be done. Including:

  • Who is Frederick Winslow Taylor?
  • What is Taylorism?
  • What W. Edwards Deming can teach us about continuous improvement
  • Why Taiichi Ohno helps you cut waste in your business
  • What Ludwig von Bertalanffy tells us about systems
  • How Bill Smith changed the way we view defects
  • What Ray Dalio can show us about company culture

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How to Use Slack Like a Pro and Become a Power User (22 Tips & Tricks)

how to use slack headerSlack has changed the modern workplace.

No longer do we have to deal with the clunkiness of email for internal communications.

But it doesn’t stop there. You can use Slack for external communications too. In fact, you can use Slack for a whole load of different things from automation to analytics.

If you’re using Slack (if you’re not, you should be) then it’s worth making the most of it. That’s why we’re going to run through 22 key tips to help you see how to use Slack to maximum potential!

In this Process Street article, we’ll look at 3 key sections in tackling Slack and becoming a pro:

  1. The basics of Slack and how to start with best practices
  2. How Slack can boost and smooth your daily workflows
  3. How to turn Slack into a stats and monitoring dashboard

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How to Tighten Up Your Approval Process and Smash the Bottleneck

approval process headerWhether you’re submitting a draft of an article for review, collating a report for senior management, or presenting a product design, you probably need someone to sign off on your work.

This happens day in day out in organizations all around the world.

Yet, the sign off process can be slow and littered with delays.

Anyone who has worked in software development will know the pain of submitting work for review, only for revisions and changes to drone on and on. The time spent waiting can sometimes be as much as the time spent working.

And this, friends, is bad for business.

Last week I published an article on Muda – waste in production systems – and laid out the different ways poor processes create waste and damage business performance. One of those wastes is referred to as Time on Hand, or waiting.

In this article, we’ll look to cover the most common occurrence of this waste: the approval flow. We’ll look at:

  • What an approval process is
  • What common approval workflows are
  • Best practices for approvals
  • How you can use Process Street to streamline your approvals

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What is Muda? The 7 Wastes Every Lean Business Needs to Combat

muda what is muda

One of the key parts of driving your business forward is being able to identify and tackle waste.

Is a process taking too long? Is it creating a bottleneck? Are your workers struggling to be productive?

In this Process Street article, we look again at what managers can learn from the Toyota Production System about how to improve your business processes.

The specific concept we’re tackling is muda. Muda translates roughly as waste, and refers to the inefficiencies within processes which you can seek to reduce or eliminate entirely.

As Rene T. Domingo outlines in his paper Identifying and Eliminating The Seven Wastes or Muda for the Asian Institute of Management:

The elimination of waste is the primary goal of any lean system. In effect, lean declares war on waste – any waste. Waste or muda is anything that does not have value or does not add value. Waste is something the customer will not pay for.

We’ll look at the core 7 types of waste Toyota see within processes and production systems and consider the claims for the addition of an eighth.

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How TechMD Use Process Street to Manage All Their Recurring Processes

How-TechMD-Use-Process-Street-to-Manage-All-Their-Recurring-ProcessesTechMD is an award-winning IT solutions firm specializing in strategic consulting and managed services. To help TechMD manage cybersecurity operations and client workloads, the company turned to Process Street to facilitate the necessary process management efforts.

We spoke with company President Sebastian Igreti about TechMD’s experience of Process Street.

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