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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The other day I was sent a report. It went a little like this… (The names have been changed to protect the guilty) World Class Performance It has been implied that our performance could be improved. All available data suggests that this cannot be the case Market Context We have the highest satisfaction […]
This is a guest post. One of the marks of great leaders is that they ask great questions. How did they learn those great questions and where could you learn some to ask? Five great questions Mike Rother at University of Michigan has pulled together a set of five very useful questions that prove remarkably […]
Sometimes it all goes wrong, there is a calamity, a disaster or a screw up. Shit happens. There is only one sensible response when it all goes a bit Pete Tong; understand why and then do something to stop it happening again – it works even better when done quickly. This is not a revelation. My father […]