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

Customer Service

Quantum Mechanics and Customer Service

This is a guest post Quantum mechanics poses an interesting problem. Measuring a system tells us it’s current state, but the act of measurement also changes it. This isn’t just a problem for scientists This problem was going through my mind as I collected my Ford family wagon from it’s trip to my local dealership.  It […]

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Process Improvement

Broken Promises

The “Can’t Fail” Way to Success

Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one.  They told him it would take a working week to get it to him, but then delivered it in 2 days.  Banks are not known for their customer service.  They usually promise little […]

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Employee Engagement

Teamwork

Teamwork

It is easy to set up a team… You take a bunch of people, put them in a room, give them a simple task and tell them to crack on with it. Setting up a team is easy. But teamwork is a different matter Teamwork needs: An understanding of strengths An admission of weaknesses Openness […]

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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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