The Pareto Principal 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 your answer? My wife (who states she doesn’t have as many as most women) lays claim to 17 pairs. […]
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 […]
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