Service improvement for pragmatic people. Ideas, tools and techniques to improve your service operation.
The Squawk Point is all about service operations and our ability to make things far more complicated than they really need to be.
Running an operation should be as easy as finding out what your customers want, then giving it to them. Nothing more or less.
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I’ve just spent an hour playing Cluedo with my children (it felt much longer). Admit it, you’ve played it, the detective game. The idea is to work out who committed a murder, where they did it and how. I think it was Miss Scarlet in the Hall with the Lead Pipe I think it was […]
ɪnˈtɛgrɪti/ noun the quality of being honest and having strong moral principles — synonyms: honour, sincerity, right-mindedness the state of being whole and undivided — synonyms: unity, coherence, togetherness, undividedness, togetherness, solidarity Have you ever met somebody who lacks integrity? How do they make you feel? Queasy? Ill at ease? Guarded? Stressed? Lack of integrity, it […]
Are your staff stupid? Have you ever asked them to do something so obvious that it simply wasn’t possible to misunderstand? A nice, easy job. Something they couldn’t fluff — if they only thought about it for two minutes — yet they still messed it up. Do they ever come back with completely the wrong […]