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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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 […]
An apocryphal story: A man you know is hungry. There are 4 ways you could solve his problem: Slap him about a bit. This will take his mind of it. Hunger gone, problem solved. Give him a fish to eat. Hunger gone, problem solved. Give him a fishing rod and show them how to fish. Hunger gone, problem solved. Develop a […]
We all carry a mental burden A burden of things we worry about: We worry about our pension We worry about where we are going to get lunch from We worry about buying a present for our mother’s birthday We worry about our next performance appraisal We worry about.. I think you get the gist… […]