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

How to Make a Point

Death and taxes In the U.K. we pay car tax — we pay lots of other taxes as well. Every private car owner pays the DVLA (driver vehicle licensing authority) about £200 per year — the exact price depends on the car.  (This complicated approach to taxation confuses the public and allows the government to […]

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Process Improvement

An Extraordinary System

The logistics organisation In Mumbai there is an organisation that delivers meals to office workers. It is called the Nutan Mumbai Tiffin Box Suppliers Association.  That is a bit of a mouthful, they are more commonly known as Dabbawalas (lunch box men).  Think deliveroo and you wouldn’t be too wide of the mark, except that meals […]

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Employee Engagement

The Irresistible Force and the Immovable Object

A middle manager’s view of change As managers get older their chances of promotion shrink.  There are fewer senior jobs than junior jobs.  The sad truth is that if you haven’t “made it” by the time you are 40, you probably never will. There is little upside to being a middle-aged middle manager. But most middle-aged managers have plenty […]

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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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