Sometimes the biggest risks in your business aren’t obvious. They’re hidden in the gaps between teams. Work gets done, but critical information gets lost, compliance slips, and frustration builds.
In this episode, Damion Albinson and Susannah Clarke reveal how understanding the internal voice of the customer transforms how teams collaborate. Using real examples from a complex logistics environment, Damion shows how moving from “I didn’t know you needed that” to consciously understanding your role in the wider process can make a real difference.
If you want practical insight into bridging the hidden gaps in your processes and building a team that’s consciously competent, this episode is a must-listen.
Hidden gaps can create risk and frustration. Our expert Consultants can help your organisation map processes, clarify requirements, and embed improvements while building team capability to sustain them.
Explore ConsultancyJoin Damion and Susannah in the studio as they discuss uncovering hidden gaps in processes. You’ll hear about:
How a seemingly simple logistics process hid complex compliance requirements and what triggered the project.
Why understanding what internal teams need from each other is just as important as serving external customers.
Using a restaurant analogy, how internal customer-supplier relationships influence the quality and success of the final outcome.
How tracing information needs across functions can uncover gaps that create risk, frustration, and non-compliance.
How current and future state process maps were developed and presented to stakeholders for alignment.
Teams realise what they didn’t know they needed to know, leading to redesigned processes that reduce risk and improve operational awareness.
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We know that to develop and sustain a strong continuous improvement culture, you must enable employees at all levels of the organisation to be involved in improvement initiatives.
This, of course, is more than a suggestion box scheme. To participate effectively in improvement projects and their implementation, they’ll need to share a common language and understanding of the process and tools that are being used.
Explore TrainingGEMBAfication is PMI’s new podcast for improvement professionals looking for an honest view of what improvement really looks like in practice. Because in our world, every experience is valuable.
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