Customer-centric Thinking

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Quality is more than defects – think benefits vs risk vs agility vs speed

By Duncan Troup on Wednesday, August 16th, 2017 in Customer-centric Thinking, Lean and Agile, Product Design, Service Performance.

At Tingle Tree a key reference point is the economic cost of conformance model. Professor James Martin describes this as… “…the economic conformance level (ECL) is obtained where prevention and appraisal costs are equal to external and internal failure costs. Prevention and appraisal costs increase as the level of conformance quality increases.” In a recent […]

Strategic CRM for the Uni Sector – moving past B2C

By Duncan Troup on Sunday, July 16th, 2017 in Customer-centric Thinking, Product Design, Service Performance, Transformation.

It’s an exciting time for the university sector. With increasing competition and scrutiny on graduate outcomes, institutions need every point of difference to float to the top of a competitive market. CRM as a concept has been around for as long as enterprise IT has existed, but in the sector has typically focused on student […]

Breaking news – our first research publication

By Duncan Troup on Tuesday, May 16th, 2017 in Blog, Customer-centric Thinking, ITSM Tools, Research Partnerships, The Crowd, Transformation.

Today i fulfilled a long held dream of mine – that being publishing a research paper at a major conference.  I have presented a number of time at conferences organised by industry….but a peer review paper is a different proposition altogether. It all started when i presented on Crowd Support at the 2016 ITSMF conference […]

How consulting minnows create abnormally high ROI for abnormally little investment!

By Duncan Troup on Monday, March 20th, 2017 in Customer-centric Thinking, Lean and Agile, Workforce Planning.

As many modern day businesses start preparing for the new financial year and thinking about calling a contingent resource agency, pause for a moment and give thought to what you could achieve with a local lean consulting group. After a very successful 6 months at one of our anchor accounts I noticed something special about […]

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