Archives for December 2011

Forced Fun: Is it Working Yet?

You must have fun! I worked for an organisation that believed in having fun at work.  If you were having fun you were happy and if you were happy you were engaged and if you were engaged you were productive (or so the logic went). To make sure we were all having fun we had […]

Objective Setting: What can you Learn from your New Year’s Resolutions?

The biggest obstacle to any new service improvement programme is the phrase “Been there done that” Been there done Lean Been there done Voice of the Customer Been there done 6 Sigma Been there done Work Out Been there done Business Process Management Been there done Complexity Reduction If I told you that I had Been there done going to the […]

The Great Christmas Scam

It is all a nasty little trick, don’t believe a word of it.  It goes something like this: When I was little, I was told that on the evening of the 24th December Father Christmas leaves his home (near the North Pole) with his trusty flight of reindeer and whizzes around the world, climbing up and […]

Swiss Cheese: It’s Bad for Your Health

Things go wrong: People sleep in Training isn’t acted on Doors get left open Staff members resent each other Taps get stuck open People put boxes on the wrong pile Shit, as they say, happens. Normally “things gone wrong” are just an irritant, a minor expense, nothing to get too worried about.  Sometimes however, it […]

The Pareto Principle and a Highly Sexist Observation

If you are female and reading this, I have two questions for you: 1.  How many pairs of shoes do you own?  (This isn’t a personal fetish, it will be OK) What is the answer?  My wife (who states she doesn’t have as many as most women) lays claim to 17 pairs.  When I ask […]

Which Instrument Would You Like to Play?

For most people, their most expensive purchase is a house, followed, somewhat distantly, by the cost of a car.  I should be so lucky.  I live in an inner city.  The local free schools hand out certificates in drive by shooting and drug dealing (not strictly true, but let’s not let the truth get in […]

Fool’s Gold, How to Save Money

It is easy to save money.  I have seen it done time and time again.  Here is a simple 5 step plan to achieve that very thing: Look at the work you do and split it into all the different tasks Send all of the easy stuff to a low skilled (cheap) outsourced supplier Focus […]

Average Handle Time

If you have ever done any operations analysis in a contact centre you will know all about average handle time, the average time it takes your agents to “handle” a customer call. It is a key performance indicator (measure is a shorter way of putting that) designed to instil the fear of god into any […]

Success is All About Being World Class at the Basics

Imagine you run a burger van.  What do you need to do to make sure it is a success?  How will you get customers to keep coming back?  If you grab a pen and paper and start to write a list it will probably look a little like this: Stall must look spotless Burgers must […]