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

Thou Shalt Not Delay, Distort or Withhold Information

Systems need information They use that information to control the way they act. In a system of cells (like your body) that information flows along nerves and via hormones. In a system of animals (like a colony of ants) that information flows via pheromones and signals. In a system of people (like your business) it […]

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Process Improvement

Management Cardboard

Management control Rather longer ago than I care to admit, I worked for an FMCG company.  I worked in R&D, and developed new frozen food products for a living. There were two things we worried about: The contents – the product that customers pay for, the fish finger or ice cream. The container – the […]

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Employee Engagement

Poor Behaviour

Dysfunctional situations It is easy to blame other people’s behaviour for poor performance: He is uncooperative She is selfish He is incompetent She is a bully He is power crazed She is rude Poor behaviour causes all sorts of dysfunctional situations.  Doesn’t it? The experiment In 1971 Phillipe Zimbardo set up the Stanford prison experiment. […]

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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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