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El Torro

25 October, 2011 by James Lawther 3 Comments

3 Customer Service

The Holiday I was on holiday in Spain, watching the sun rise into a cloudless sky. I had bought my lap top and my 3 pay as you go mobile dongle with me.  I even had the sense to put £20 credit on it before I left home. I got up early to do some […]

Filed Under: Blog, Employee Engagement Tagged With: communication, motivation, poor service, trust

Gob-Smackingly Good Analysis

24 October, 2011 by James Lawther 4 Comments

Operations Analysis

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 […]

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

Better Never Rests

15 October, 2011 by James Lawther Leave a Comment

If you spent all your time looking back at what you had achieved, it would be easy to become complacent, to sit back, to rest on your laurels. If you spent all your time looking ahead at what you have to achieve, it would be easy to become disheartened, to lose confidence, to give up. Performance […]

Filed Under: Blog, Wild Cards Tagged With: motivation, performance management

I’d Rather Gnaw my own Leg Off

10 October, 2011 by James Lawther 6 Comments

Effective Meetings

I have just sat through the most boring, least effective meeting of my life.  If I could have gnawed my own leg off to escape it I would have gladly done so. Unfortunately that wasn’t an option, it was interminable: It wasn’t clear what we were there for: was it to update us? Was it so we made […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: communication, effective meetings, purpose

Process Noise and Coffee Sticks

8 October, 2011 by James Lawther 6 Comments

I would like you to do something for me, next time you are in Starbucks go and steal twenty of those sticks that they have for stirring coffee.  Go on I dare you, be a little dangerous. Next I want you to snap them all in half using your two bare hands. Finally I want […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: key performance indicators, process control, process noise, six sigma, statistical process control

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