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


If you Must Write on your Slides…

Legibility You may have done the most comprehensive piece of analysis known to mankind.  You might have discovered the secret to untold wealth, health and happiness.  However… All the analysis in the world is worthless if nobody understands it and acts.  So it doesn’t matter which font, image, graphic, table or chart you are using in your […]

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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

Fun at work

Adult Fun

This is hard work Writing a blog is no picnic It takes research; I have to read to get new ideas It is tedious; how do you get a single idea down to a clear concise point? It is boring; editing, editing and re-editing — particularly with my penchant for typos Ideas don’t suddenly materialise […]

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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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