The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

Illegal Immigration

24 March, 2010 by James Lawther Leave a Comment

Virgin Media have sent a promotional pack offering cable TV to Aaron Needham in Nottingham.

The letter from the Executive Director of Customer Care Mark Davidson (no less) was Addressed to:

Illegal Immigrant,
Cranwell Road,
Strelley,
Nottingham

And started “Dear Mr Immigrant”,

Apparently the marketing data that Virgin bought was corrupted, though Virgin (who have since apologised) claim they only mailed one Illegal Immigrant.

Mr Needham was apparently passed from “pillar to post” when he phoned Virgin’s call centre to complain.  I suspect he didn’t get to speak to Mark Davidson direct.

Unfortunately the news story doesn’t say whether or not Mr Needham was already a Virgin Media customer.

Photo by Daniel Schludi on Unsplash

Filed Under: Blog, Process Improvement Tagged With: poor service, waste

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

www.squawkpoint.com/

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

  • Fish Bone Diagrams – Helpful or Not?

  • Circles of Influence: Do You Want Your Team Flexing Their’s?

  • Should You Punish Mistakes?

  • Sex and Soap Powder, Trial and Error

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in