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

white elephant

The Sure Thing

Pain and despair Imagine you run a servicing centre. You have a staff of 100 who fill in forms to order things for customers. Maybe they process applications Maybe they fill in patient’s details Maybe they capture the details of car repairs You get the gist of it… Lots of people, lots of information and lots of screw […]

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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

Saint Francis de Sales

Are Sales Incentives a Good Thing?

Should you incentivise your sales staff? It is widely known that if you want to drive sales you need to incentivise your staff.  Sales men are a mercenary lot and they only respond to cash. Paying out large sales incentives is the default option. Yet a few companies that don’t believe in individual incentives.  Instead, they […]

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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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