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

Should You Benchmark?

Benchmarking and best practice I spent 8 hours today learning all about benchmarking. It was fascinating… Here are some of the highlights: You should benchmark against procedures that are accepted as being the most effective. Benchmarking provides a means to compare your firm against other businesses, and identify areas where you can improve your performance The […]

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Process Improvement

Does All That “Structure” Help?

Organisations are complicated They have: Customer requirements Partner requirements Legal requirements Compliance requirements Legacy systems Specialist teams Obsolete databases Competitive pressure Profitability problems And all those competing priorities are in conflict with each other. How do we manage complexity? By creating process and structure: RACI frameworks Target Operating Models Interim targets Delegated authority levels KPIs Heads […]

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Employee Engagement

How Good Are Your People? Comparatively?

The theory of comparative advantage In 1817 the economist David Ricardo developed the theory of comparative advantage.  It explains why nations trade. He gave this example to explain it: Scenario 1. Imagine the economy consists of two countries that produce both cloth and wine; Portugal and England. Though their output is of equal quality, Portugal is […]

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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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