Service improvement for pragmatic people. Ideas, tools and techniques to improve your service operation.
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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Death and taxes In the U.K. we pay car tax — we pay lots of other taxes as well. Every private car owner pays the DVLA (driver vehicle licensing authority) about £200 per year — the exact price depends on the car. (This complicated approach to taxation confuses the public and allows the government to […]
What’s the best way to improve your business? Where should you put your development time and effort to get the greatest return? There are two lines of thought: #1: Revolution Focus on the big strategic levers and the radical steps. Making bold moves is the most important thing you can do. Don’t worry about the […]
What makes a good boss? Julian Birkinshaw wanted to know. After pondering the question for a while, he came to the conclusion that the best way to find out was to ask some employees. They are the people most capable of defining what a good or bad boss looks like — we have all worked for a nightmare or […]