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


A Stitch in Time…

Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]

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Process Improvement

Process Improvement

The Great Process Improvement Secret

How to be a Process Guru What is the one simple truth the Process Improvement Gurus know? Just flick through the SlideShare and I will spill the beans…  Full screen is best.   Unfortunately, if you are reading this via e-Mail you will have to visit SlideShare to find out.  In full Technicolor glory. If you enjoyed this […]

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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 […]

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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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