When reviewing businesses, processes, activities and product features, as well as considering improvements it is always worth addressing the fundamental – and often apparently silly – questions: why do it, why this way, are there alternatives? By repeatedly asking such things and spending time thinking about and researching into them and into possible answers, I was able to:

• Turn process improvements into transformative changes;
• Develop an entirely new services business;
• Use the results to help prise open a huge and difficult new market; and
• Develop a second potential business to transform its market segment.

This was done in non-destructive testing; but other case studies show similar approaches and benefits in warehousing and distribution and factory-based overhauls; I have applied it to many other industries too.

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