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Implementing Strategic Change by Tom Bevington, Daniel Samson

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Introduction

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After waiting in a long queue at the supermarket you get to the front only to find that the scanner cannot read any of the barcodes on your goods. You wait while someone checks the scanner. It still doesn’t work. You’re asked to move to another checkout. You gather up your goods, load them back into your trolley and wheel them over to yet another long queue before finally you can pay for your goods.

All the activities you had to do to move to a new checkout were unanticipated interfacing activities that delayed and probably frustrated you, leaving you with an impression of poor customer service. The implications might not end there. ...

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