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

Thou Shalt Not Delay, Distort or Withhold Information

Systems need information They use that information to control the way they act. In a system of cells (like your body) that information flows along nerves and via hormones. In a system of animals (like a colony of ants) that information flows via pheromones and signals. In a system of people (like your business) it […]

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Process Improvement

One Hundred Bad Ideas

Notable failures Even the most successful people have failures: James Dyson built 5,127 prototypes before he perfected one vacuum cleaner. Mozart wrote over 64 symphonies.  How many have you heard? Richard Branson has launched over 400 business ventures, remember Virgin Vodka?  Nope, nor do I. Over 30 years Albert Einstein published ~ 345 scientific papers but his major work […]

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Employee Engagement

Three Types of Culture

1. Blame culture I am not a big fan of blaming people when things go wrong. There are two reasons why: It is hard to apportion blame correctly. Business is a team sport. With so many players involved failures are rarely the fault of one person. If a goal keeper lets in a goal, was […]

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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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