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

A Simple Mistake That Has Probably Made You Poorer

The case for austerity The inaugural meeting of the American Economic Association was held on the 4th January 2010. Two giants in the world of economics; Professor Carmen Reinhart and former chief economist of the International Monetary Fund, Ken Rogoff were present. They presented their research paper, “Growth in a Time of Debt”. The headline […]

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Process Improvement

For “Game Changing” Performance, Change the Game

Game changing Everybody is hell-bent on moving quicker, faster and harder. Everybody wants “game changing” levels of performance improvement.  Managers, executives and shareholders demand it… So if you want “game changing”, what are your options? Three parts to an organisation The systems thinkers categorise organisations into three elements: The components. The team-members and functions, the […]

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Employee Engagement

The Strategic Comms Centre of Excellence

Management Speak I reached out to my boss first thing this morning.  I had to square the circle about one of our strategic imperatives.  Fortunately he cascaded the relevant information.  He had the helicopter view, I was too busy searching for low hanging fruit. If there is one thing that is guaranteed to set me […]

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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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