Ian Hughes

Articles by Ian Hughes

• ESMMembers

  You Cannot AI What You Cannot See

  Every university leader is under pressure to show what artificial intelligence will do for the institution. Here is an uncomfortable truth that a recent value stream mapping workshop surfaced, and it has nothing to do with the cleverness…

• ESMMembers

  Seven People, Seven Different Ways: Why a Map Is Not Enough

  A consultant walks into a council housing repairs contact centre. Seven people take calls all day. My roof is leaking, my door is jammed, my toilet is blocked. He asks the manager to describe the procedure for handling these calls. The m…