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


Rule 12: Find the Bottleneck

The job of an Ops Manager Is to manage three things: Time: how long does it take you to deliver something? Cost: how much money did you spend getting it there? Quality: how good was it when it arrived? We get hung up on cost “Make it cheaper, hit the budget”. Making things cheaper is easy, you […]

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Process Improvement

city of london

Rule 11: Streamline the Work

Expensive places Sometimes I work in an office in the City of London. It is a very expensive office with a very expensive address and some very expensive views.  It is also chock full of very expensive people. Try as I might I don’t quite fit in. Despite all the steel, glass and marble there is a problem with the […]

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Employee Engagement

Train the people

Rule 8: Train your Staff

Your staff’s performance varies Some know how to stack shelves faster than others Some know how to negotiate a sale better than others Some know how to resolve a query more effectively than others Some know how to welcome customers more warmly than others Some variation is helpful — there would be no test and […]

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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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