Welcome to the Squawk Point

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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Operations Analysis

How the work works

Rule 5:  Understand how the Work Works

It sounds a bit smug doesn’t it? It isn’t enough to study the work, you also need to know how the work works. What does it mean? Let me give you a couple of examples: 1. How do you drive a car? It is one thing to know how to drive; mirror, signal, manoeuvre.  That […]

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Process Improvement

Standard work

Rule 6: Standardise the Work

Heresy! You can’t standardise a service. You can standardise work in manufacturing.  A computer is a computer is a computer. They should all look the same, weigh the same, feel the same and work the same.   Nobody will disagree that you should standardise computer manufacturing. But that is manufacturing… The service industry is different The logic […]

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Employee Engagement

F for Fail

The Problem With Education

What was your time at school like? The Organisational Development Consultant Peter Block gives a rather disarming view of his own experience: When I went to school we competed. When I got my “B” I needed somebody to get a “D” or an “F” or I was in trouble. If I had any integrity — which I don’t […]

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e-Mail Course

Everything you need to know to improve service quality and reduce cost. "Service Improvement for Pragmatic People" is a 12 part e-mail course that will walk you through the core elements of:

  • Operations Analysis
  • Process Improvement
  • Employee Engagement

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