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

I in teamwork

What did you Learn?

My daughter (11) has developed another irritating habit. Whenever you say something to her she replies “I know” Your sister needs help. – “I know” We are late for school – “I know” E = MC squared – “I know” The cat is on fire – “I know” Of course I explode. How can you possibly learn anything new if […]

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Process Improvement

Broken Promises

The “Can’t Fail” Way to Success

Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one.  They told him it would take a working week to get it to him, but then delivered it in 2 days.  Banks are not known for their customer service.  They usually promise little […]

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Employee Engagement

Management Chicken

Are You a Management Chicken or Egg?

Boot Camp In the early 1980′s the Israeli army ran a combat command course. Every 15 weeks, one hundred trainee soldiers were allocated to one of four instructors and then, for  3 months, they received 16 hours of instructor / trainee contact every single day. I’d have never lasted in the army. The experiment Two psychologists […]

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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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