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

Exam Hall

What is Your Management Blindside?

An education is a wonderful thing Every year in the UK 16-year-olds study for their General Certificates of Education (G.C.S.E’s.).  And every year the the Government publishes the results.  This is how they have changed: I did my GCSE’s (or something similar) in 1984.  I am an old (and as you can extrapolate from the chart) […]

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Process Improvement

paper chain

Trust and Paperwork

Imagine you make bicycles for a living You have a supplier who provides you with all the bike chains you use. Every week, without fail you get a shipment of chains into your factory and every month you pay for them. How do you pay for your chains? Method 1. The three-way match: Employ somebody to match up: […]

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Employee Engagement

Management Beliefs

Management Beliefs

Do you believe in self-help? One of my favourite quotes is from Henry Ford: Whether you think you can, or you think you can’t — you’re right Personally I am all for a bit of self belief, but does it work for organisations as well as people? Does belief have a place in business? In 1974 […]

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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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