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.

To learn more click here

Operations Analysis


Do You Know a Good Doctor?

Does publishing performance data make people perform better? The National Health Service in the UK has developed a cunning ruse to improve patient care. They have started to publish data about consultant’s mortality rates.  Before you go and see a specialist you can go online and see if he is competent or not.  If you don’t like what […]

More Posts from this Category

Process Improvement

Steve Prefontaine 4 minute mile

Self Limiting Beliefs

What do you believe? Here is an interesting little sports story for you… At the start of 1954 the world record for running a mile was held by Gunder Hägg.  He ran it in 4 minutes 1.4 seconds in 1945 and his record had stood for 9 years. It was widely believed that it was impossible for a […]

More Posts from this Category

Employee Engagement

gym membership

Free Gym Membership Anyone?

Morale is low… It is a big problem, staff turnover is high, skills and expertise are walking out of the door at an alarming rate and my business is heading for a melt-down. Two solutions have been put forward: Solution 1. 1. Review the benefits package, make it more competitive. Do some job matching and pay over […]

More Posts from this Category

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

Subscribe by entering your e-mail address in the box below.

To find out more click here.
Read our e-Mail Policy