The Squawk Point: Service Improvement
Service improvement for pragmatic people. Ideas, tools and techniques to improve your service operation.
Operations Analysis
The Dark Secrets of Benchmarking
This is a guest post Everyone loves a bench-marking exercise, right? It helps you understand your place in the world – where you excel, right? It shows you the gold standard, best practice, the benchmark you aspire to, right? Wrong. Bench-marking is honest and pure, so, what brings me to such a bold outburst? Well, there are a [...]
Process Improvement
Are you Cruel to Your Children?
I tore into my 10 year-old-daughter yesterday. It wasn’t a half-baked telling off. It was a full on balling out. I was so angry, I must have screamed at her for 10 minutes. The poor little mite was in floods of tears by the time I finished. She sobbed for half an hour. Why was I [...]
Employee Engagement
Are Your Team High Performers or Losers?
What do you think of the team you manage? Are they the crème de la crème or a shower of … Is that a rather harsh question? Perhaps, but the answer may well have a lot more to do with you than with them. Why do some people do better than others? In 1968 Rosenthal and [...]