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

Data and Wisdom

Internet Claims I came across three interesting claims whilst searching the internet this week, I thought I’d share them with you… Claim 1: 90% of the world’s data was created in the past 2 years ~ Science Daily Claim 2: An ounce of information is worth a pound of data An ounce of knowledge is […]

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Process Improvement

Is Big Always Strategic?

The small project Today you (and I) will be confronted by a handful of “small projects”.  Things that you could nail down within a couple of weeks.  Small things that will make your business work better.  Perhaps you could: Free up some space on the servers to make them run more efficiently. Draw up a […]

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Employee Engagement

The Two Faces of Accountability

Accountability When things go wrong there is a simple solution. Politicians do it, journalists do it, managers do it and even my children do it.   When things go wrong we search for somebody to blame “hold accountable”.  It’s in our nature. Fortunately it is more nuanced than that. There are two ways we can […]

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Free Training

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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