You Don’t Have to be a Genius to Master Service Improvement
Since you are reading this you’re probably more pragmatic than most people looking to improve their customer service.
You’re not interested in theoretical “cleverer than you” schemes. You’re not looking for a magical silver bullet that involves multiple models, lots of power point and endless analysis.
You don’t have to be Einstein to “get” the ideas, but you’d have to be terminally dull to be interested in the approach of most “Process Gurus”.
The “Service Improvement for Pragmatic People” free e-learning course
What the course includes:
- A systematic, simple way to understand and carry out effective service improvement.
- A clear tutorial approach to the “Squawk Point Method” of improving customer service and reducing cost within your operation.
- An organised reference guide to the “best of the best” that has appeared on Squawk Point over the years, and how it all fits together.
“Service Improvement for Pragmatic People” is a free 12-part e-learning course and ongoing email newsletter. Subscribe by entering your e-mail address in the box below.
What does the course cover?
The three pillars of service improvement. The contributors to the The Squawk Point have worked in operational improvement for over 40 years. During that time they have found three themes that keep on reappearing. We created a series that works through these three themes, systematically introducing you to the most important concepts we think every improvement professional must know about. It’s a 12-part course in Service Improvement that prepares you for the more in-depth newsletter content that follows. These are the keys to improving and developing your service with the “Squawk Point Method”, using everything we’ve learned over the years.
Pillar 1: Operations Analysis
Creating a sound understanding of how your operation is working is fundamental to improving it. You can’t fix performance if you don’t know what needs to be fixed. The first and most important issue is to create focus, rationalising your activities onto the things that really matter. Once you have that clarity, how do you measure performance within that focus area? Which of the myriad of key performance indicators really are important? How do you sort the wheat from the chaff? How do you provide performance information in a clear simple to understand format which delivers unambiguous messages? Finally what can you do to create a repeatable rhythm of conversation about performance and improvement throughout your organisation?
Pillar 2: Process Improvement
Once you understand what the issues are that need to be resolved, how do you fix them? There is a lot of mystique associated with process improvement, complex theories and language. The e-learning course will take you through the key concepts and how to apply them without unnecessary jargon and bamboozling terminology. How do you get to have your cake and eat it, creating the “magic” of improved quality and reduced cost? What is the big idea behind Lean Thinking. How can you explain that simply and use it to improve performance? What was the problem solving technique that NASA used to rescue Apollo 13 and bring the crew home safely? Once you have fixed the process, how do you make sure it stays fixed? The course takes you through the answers to all these issues in a clear and engaging way.
Pillar 3: Employee Engagement
The backbone of any service improvement programme, how do you engage your staff to do what is right for your customers, rather than just turning up to do a 9 to 5 job? What can you do to unlock the enthusiasm of your staff and engage them in continuous service improvement? Why trust is all important in driving improvement. What prevents trust from developing in your organisation and how to address lack of trust and suspicion? How targets work, what their impact is on motivation and performance. What are the negative side effects and how to avoid them? How do you create a virtuous spiral of engagement and improvement so that your staff members actively attack problems in a controlled and sustainable way.
Pulling it all together
Each of these three pillars reinforces the others. Together, they’re much stronger than they would be if any of the pillars were missing. “Service Improvement for Pragmatic People” is a free 12-part e-learning course and ongoing newsletter that’s delivered via email. Every week you’ll get a new lesson on one of the three pillars. You’ll get lots of pointers to archived Squawk Point content, but with a new frame that will help you “connect the dots” and start putting this advice to work in your own operation.
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