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.

To learn more click here

Operations Analysis

Did You Know That…

Knowledge is interesting You can classify it into 4 categories.  It all depends on what you know and what you think you know. A diagram might make that a little clearer: There is stuff you know you know I know I know the way to my front door.  This is a safe place to be. There is […]

More Posts from this Category

Process Improvement

The Solution to Everything

Management is full of solutions… There is always another management solution.  Something that we must invest in.  Over the past 20 years or so the solutions I have seen include: Analytics Big Data Big Scale Value Analysis Customer Journey Mapping Customer Relationship Management Customer Satisfaction Measurement Business Process Re-engineering Business Process Outsourcing Near Shoring Off […]

More Posts from this Category

Employee Engagement

A World Without Objectives

Objectives: could we manage without them? How would we cope?  The guys in H.R. would throw up their hands in horror. We couldn’t rate our staff. Pay for performance would flounder. Annual appraisals would become a farce. We wouldn’t know what we were doing. How could we manage our businesses? But how do we manage with objectives? They just get […]

More Posts from this Category

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

Subscribe by entering your e-mail address in the box below.


To find out more click here.
Read our e-Mail Policy