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Lies, Damn Lies and Google Analytics

16 February, 2010 by James Lawther Leave a Comment

I wasted 2 hours of my life last night wading through this web site’s Google Analytics.  Here is what I found: 7.32% of visitors spend more than half an hour (presumably they are fantasising about pretty cross eyed blonde girls) I have had 7 unique visitors from the USA and 15 from Doncaster, which proves […]

Filed Under: Blog, Operations Analysis Tagged With: data is not information, information technology, measurement

Are You Cheap Or Nasty

15 February, 2010 by James Lawther Leave a Comment

spam

You get what you pay for Product quality and cost are correlated; “you get what you pay for”. It is easy to cut costs, just reduce the quality of what you offer: 1.  Take longer to answer the phone 2.  Close the local branch 3.  Supply Spam instead of Ham Unfortunately the customer wants what the […]

Filed Under: Blog, Process Improvement Tagged With: cost saving, cost versus quality

Politically Correct

12 February, 2010 by James Lawther Leave a Comment

In response to the political scandal about MP’s expense claims, the Independent Parliamentary Standards Authority (ipsa) has been set up.  IPSA will consist of 80 members of staff and is expected to cost £6.5 million every year.  This is on top of the £1.5 million that has already been spent on audits and enquiries into […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, government, over-processing, political intervention

I Hate Problem Solvers

11 February, 2010 by James Lawther Leave a Comment

Three true stories: 1.  A senior IT executive for a bank has an office in Manchester but works regularly in the London head office.  Whenever he visits London he spends 15 minutes cooling his heels in reception because he can’t get security clearance to enter the building (despite the fact he has his own desk […]

Filed Under: Blog, Process Improvement Tagged With: purpose, root cause analysis, tampering

Would You Work For Toyota?

10 February, 2010 by James Lawther Leave a Comment

Toyota has recalled several million vehicles over the past month and halted production and sales of 8 models.  The media is in a frenzy, lambasting the company that was widely regarded as a quality leader, we love to see giants fall. I wonder how it feels to work for Toyota at the moment.  Are employees […]

Filed Under: Blog, Employee Engagement Tagged With: purpose, reinforcing behaviour, Toyota, video

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