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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It sounds a bit smug doesn’t it? It isn’t enough to study the work, you also need to know how the work works. What does it mean? Let me give you a couple of examples: 1. How do you drive a car? It is one thing to know how to drive; mirror, signal, manoeuvre. That […]
Heresy! You can’t standardise a service. You can standardise work in manufacturing. A computer is a computer is a computer. They should all look the same, weigh the same, feel the same and work the same. Nobody will disagree that you should standardise computer manufacturing. But that is manufacturing… The service industry is different The logic […]
What was your time at school like? The Organisational Development Consultant Peter Block gives a rather disarming view of his own experience: When I went to school we competed. When I got my “B” I needed somebody to get a “D” or an “F” or I was in trouble. If I had any integrity — which I don’t […]