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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Knowledge is interesting You can classify it into 4 categories. It all depends on what you know and what you think you know. A diagram might make that a little clearer: There is stuff you know you know I know I know the way to my front door. This is a safe place to be. There is […]
Management is full of solutions… There is always another management solution. Something that we must invest in. Over the past 20 years or so the solutions I have seen include: Analytics Big Data Big Scale Value Analysis Customer Journey Mapping Customer Relationship Management Customer Satisfaction Measurement Business Process Re-engineering Business Process Outsourcing Near Shoring Off […]
Objectives: could we manage without them? How would we cope? The guys in H.R. would throw up their hands in horror. We couldn’t rate our staff. Pay for performance would flounder. Annual appraisals would become a farce. We wouldn’t know what we were doing. How could we manage our businesses? But how do we manage with objectives? They just get […]