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

The Ultimate Management Skill

Communication is easy There are only three things to worry about: The sender — the person transmitting the message The environment — the medium the message passes through The listener — the person who receives the message Assuming a dialogue is called for (dialogues being a good thing), the sender and listener can swap places. […]

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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

Corporate Conflict

The battle On any given day in any corporation you will see: barbed e-mails, poisonous meetings, water fountain back-stabbings and all out turf wars. This is common or garden violence and nothing to write home about, though it may cause some gossip in the pub. Organisations are chock-full of conflict: Conflict between departments Conflict between […]

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e-Mail Course

Everything you need to know to improve service quality and reduce cost.

“Organisational Mechanics” is a 16 part e-mail course that will walk you through the core elements of:

  • Operations Analysis
  • Process Improvement
  • Employee Engagement

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