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Salty Coffee

31 March, 2011 by James Lawther Leave a Comment

I worked for a coffee shop. It was great, we only had one problem; occasionally there was a bit of a mix up at the serving hatch. The salt and sugar were in similar containers. Sometimes we put a pinch or two of salt in our customer’s coffee, not very often, and then just a little bit, because Mary kept an eye open for it, nothing to worry about.

That’s a made up story, nobody would be so stupid in real life, would they?

I have seen organisations where:

  • The mail always gets routed to the wrong office and is then couriered back
  • 50% of the time they hit a 5 day Service Level Agreement
  • The stock database crashes with old style 7 figure parts codes, and takes 1/2 an hour to reboot
  • New orders are prioritised newest first and old orders get progressively older
  • Sales literature quotes two prices for the same product
  • There are over 1,600 telephone numbers into 1 call centre

None of these things are worth the effort of fixing on their own, each one is just a grain of salt. There is no payback.

The coffee just gets saltier and saltier.

Small things that are broken don’t go away, they just accumulate, leaving a bad taste in your mouth.  Some things just need to be fixed.

Image by Qole Peiorian

Filed Under: Blog, Process Improvement Tagged With: capability, continuous improvement, customer focus, poor service, service improvement

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.

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