ABSTRACT
I have dedicated a complete section of this book to reviewing innovation achieved through the redesign of working methods – what I refer to as ‘Smarter Working’. Smarter Working is effectively process innovation, but due to the nature of professional services can also result in the innovation of client-facing services. Smarter Working is the result of applying analysis and improvement techniques to the design and organisation of work as a complete system. The viewpoint for such improvement is typically by individual services (covering both client-facing service and internal administrative services). There are two key techniques which can be applied to achieve this:
Business process re-engineering.
Lean
