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

Productivity for Productivity’s Sake

The obsession We love to make things more productive. We strive to be cheaper, more efficient, higher yielding.  It is the holy grail, taking up most of our working hours. More for less in itself isn’t a bad goal, but who decides if we are being productive? Myopic measurement Imagine you flip burgers for a living and you […]

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Process Improvement

The Ninth Waste

The Seven Wastes When Womack and Jones wrote The Machine That Changed the World they coined the term Lean and identified the seven wastes: Transport Intellect Motion Waiting Over Production Over Processing Defects Stock The observant among you will notice that is eight wastes not seven. Somewhere along the line somebody thought to add Intellect. On that […]

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Employee Engagement


A great management word We love to talk about synergies, it is a super word, hard and scientific. It gives the impression that we know what we are doing. That we are in control. Synergy: the creation of a whole that is greater than the sum of the parts What drives synergy? If synergy is […]

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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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