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Bernie Smith: Made to Measure KPIs

A Simple Mistake That Has Probably Made You Poorer

23 October, 2017 by Bernie Smith Leave a Comment

The case for austerity The inaugural meeting of the American Economic Association was held on the 4th January 2010. Two giants in the world of economics; Professor Carmen Reinhart and former chief economist of the International Monetary Fund, Ken Rogoff were present. They presented their research paper, “Growth in a Time of Debt”. The headline […]

Filed Under: Blog, Operations Analysis Tagged With: data integrity, data is not information, key performance indicators, peer review, quality assurance

What Gets Rewarded Gets Done

26 November, 2015 by Bernie Smith 1 Comment

The walk I have always thought sheep dogs were intelligent. I didn’t realise, until recently, that they are smarter than me. I was walking with Kate — a friend of mine. Her sheep dog, a Border Collie called Harvey, was with us. After 10 miles or so Harvey seemed to be flagging. He stopped at […]

Filed Under: Blog, Operations Analysis Tagged With: employee performance measures, measurement, targets

Quantum Mechanics and Customer Service

29 June, 2014 by Bernie Smith 7 Comments

Customer Service

This is a guest post Quantum mechanics poses an interesting problem. Measuring a system tells us it’s current state, but the act of measurement also changes it. This isn’t just a problem for scientists This problem was going through my mind as I collected my Ford family wagon from it’s trip to my local dealership.  It […]

Filed Under: Blog, Operations Analysis Tagged With: customer satisfaction, key performance indicators, measurement, net promoter score

The Beauty of Low Tech

10 August, 2013 by Bernie Smith

low tech solution

This is a guest post I had my eyes tested at Specsavers a couple of weeks ago: I got my eye test, but not without three separate initiatives on my part and one wasted trip to the store. Too much technology All of this happened despite Specsavers having: Perhaps they had taken a leaf out […]

Filed Under: Blog, Process Improvement Tagged With: capital investment, constraints, error proofing, information technology, service design, simplicity

The Management Secrets Every Primary School Teacher Knows

17 June, 2013 by Bernie Smith 2 Comments

Sticker Chart

This is a guest post. Like most parents of young children I am locked in long-term trench warfare, trying to “encourage” them to go along with all the dull things that me and their mother want them to do. Following the advice of the TV experts, I decided to try using a sticker chart to reward […]

Filed Under: Blog, Operations Analysis Tagged With: incentives, measurement, monitoring

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