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

what gets measured gets done

What Gets Measured Gets Done

You show me how I will be measured… … And I will show you how I will behave We all know it’s true. There is scientific evidence to prove it. If you set someone a goal they will try to hit it. It is so effective that measurement and target setting have become the number 1 […]

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Process Improvement

Bright Idea

How to Improve (at just about anything)

There are two ways to improve: 1. The classic way: Do – make an improvement Do – change a process Do – implement some training Do – install a system When you have been through the 4 do’s keep right on doing. 2. The recommended way: Plan – develop an idea or innovation, work out how […]

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Employee Engagement

Fully Utilised

Are You Giving It 100%?

What is your job? Easy question…  Your job as a manager is to deliver the best service at the lowest cost. We can argue about the fluffy stuff, cost and service are all that the guys upstairs are ever worried about. How do you do that? The most important thing to do is to keep […]

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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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