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Gob-Smackingly Good Analysis

24 October, 2011 by James Lawther 4 Comments

I am English.

If there is one thing I hate, really hate, it is the way that Americans, and more specifically Americans employed by Microsoft, mess with the English language.  Whenever I type something it is a constant battle replacing z’s with s’s (as in realised) or pushing u’s back into colour and favour.

Every time I have to set my spell checker to “British English” as opposed to “American English” (wouldn’t that be American?) I start swearing inside.  I live in Nottingham, England.  I couldn’t be more English, I speak The Queen’s English, period.  I mean full stop.

So I was startled (and secretly pleased) to read an article about the way in which “Britishisms” are polluting the American’s language.  Apparently Americans are now using the terms “gob-smacked”, “kerfuffle” and “chat-up”.  We have Harry Potter and the Spice Girls to thank for this linguistic contamination of “American English”.

I would never have believed it, I was convinced that Microsoft’s brand of American imperialism was gradually taking over my language.  Clearly there is more to the story than immediately meets the eye.

I was guilty of focusing in on the things that irritated and jumped out at me rather than standing back and looking at the bigger picture.

The same thing happens at work, we analyse our hunches to death, convinced that we will find an answer, but the reality is that we would see far more if we just backed up a little and took in the bigger picture.

  • Instead of looking at first call resolution, how about looking at total call volume?
  • Instead of looking at mobile phone costs, how about looking at telephony costs?
  • Instead of looking at your department, how about looking at all departments?

You might be gob-smacked by what you find.

Operations AnalysisRead another opinion

Image by bruce-asher

Filed Under: Blog, Operations Analysis Tagged With: assumptions, service improvement, what don't you see

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/

Comments

  1. Adrian Swinscoe says

    24 October, 2011 at 7:46 am

    Hi James,
    Sage advice indeed. Taking time to step back and look at the bigger picture is never wasted time.

    Adrian

    Reply
  2. Guy Letts says

    24 October, 2011 at 8:29 am

    Then eat the elephant one bite at a time?

    Reply
    • James Lawther says

      24 October, 2011 at 9:24 am

      Or else you will choke

      But start with the tastiest bit first

      Reply
  3. maz iqbal says

    25 October, 2011 at 6:14 pm

    HEllo James
    Excellent advice. I think of this as the road less travelled: looking with new eyes and see what is so in a very different way. Yet we work on automatic pilot – our habitual ways of being, seeing, thinking, feeling,doing. And we actively have to teach ourselves new ways. That takes time and effort over a prolonged period of time. Too much hard work! Much easier to blame Microsoft, the customers, your colleagues, your staff etc.

    All the best
    Maz

    Reply

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