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

Evidence Based Management

Rule 17: Look at the Evidence

The workplace screams at you It is alive with data and facts and evidence. Our organisations are giant test beds. They will tell you what works, and what doesn’t. The evidence will show you where things are going wrong, and why.  So if you want to improve performance just look and listen to the work. But […]

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Process Improvement


Rule 16: Communicate

Operations work two ways: 1. Products and services flow one way: Insurance claims are paid Pizzas are delivered Passengers are transported Diagnoses are issued 2. Money and Information flow the other: Orders are placed Invoices are settled Requirements are specified Complaints are made Like yin and yang The flows are interconnected and interdependent, you need them both if the […]

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Employee Engagement

ops meeting

Rule 18: Discuss the Work

There are two types of conversations about work: The first is a Friday evening conversation.  It is best held at about 5pm in the pub just around the corner from the office in hushed tones. The first conversation discusses who: Who screwed up Who is on the way up Who is on the way out And […]

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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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