Natalie Hanson Your time is coming!
This morning when I woke up, I checked my Blackberry (as I often do) before beginning to pack my son’s lunch. Imagine the excitement when I came across this in my inbox!
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From: John B
Sent: Wednesday, January 21, 2009 5:45 PM
To: Natalie H
Subject: Fw: Support for the COO programs and ProjectsYour time is coming! 🙂
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Sent from my BlackBerry Wireless Handheld______________________________________________
From: Erwin G
To: John B
Sent: Wed Jan 21 16:53:35 2009
Subject: Re: Support for the COO programs and ProjectsJohn, this is great. Please share with jens and gabi as well. Thanks ernie
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Sent from my Blackberry
Wireless Handheld______________________________________________
From: John B
To: Erwin G
Sent: Wed Jan 21 17:29:41 2009
Subject: FW: Support for the COO programs and ProjectsErnie-
I really enjoyed listening to the board launch and participating in the blogs and forums during FKOM. It seems the journey has begun!
One theme I have heard you mention regarding Lean is the idea that we must “talk to the people” to understand how we are working together today and “walk” the processes to ensure we change the way people work. In the past three years we have built a service within Liezl S’s KMCC organization on “User Experience.” The basic idea is that while managers have ideas about how people should work, it is necessary that we engage with the actual end users to ensure that our processes and services meet the needs of the people that use them.
To make this work the UX team interviews the end users and then creates reports and recommendations. We have done this successfully for TeleManagement, Marketing and also have done in the past analysis with AEs to unlock potential efficiencies, improve processes and identify needed change efforts. I see a potential to leverage this capability to acclerate the COO programs and projects and feel it is very compatible with lean principles – ensuring that what we do is linked to how people work and helping them serve our customers.
Natalie Hanson is the lead for this service area in the KMCC and has already been in contact with me and Eric VR about how she could help on the COO projects and programs. However, I wanted you to be aware of this as well and to offer to present to you how this works today and how it could add value to the COO efforts.
Thanks again – I am looking forward to a challenging but exciting 2009!
John
Natalie Hanson 
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