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.
To learn more click here
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) […]
Clever management phrases When I was a graduate trainee I had a manager who loved to say: “Do not come to me with problems, come with solutions” He believed it was a clever and motivational sort of thing to say. It would make me more creative, I would start to think ahead and develop my own solutions, and — […]
Frank and the Spanner In the Midlands there is a factory. They make bits, which fit into other bits, which eventually find their way into washing machines and lawn mowers. It is a grimy old factory that bumps along the bottom of the industrial supply chain, just about making enough money to keep its doors […]