I was late, I am permanently late, I was born late and I am still trying to catch up. I was driving to a call centre in Halifax. If you have ever visited Halifax you will know that the last 5 miles into town from the motorway are along the most tedious stretch of “no […]
The Seven Deadly KPI Sins
Ignorance ~ Not knowing why you are measuring something Greed ~ Too many measures Stupidity ~ Having measures and targets that drive destructive behaviours Inexperience ~ Not understanding “noise” in data and running off to fix things that aren’t really broken. Vanity ~ Dressing up and displaying data in an incomprehensible way Wastefulness ~ Burying the message in unnecessary […]
Customer Service Surveys, What a Waste of Time
The company I work for runs a management health screening scheme. Once a year they pay for me to go to see a doctor who looks at me with disdain. I was screened last week. After an hour or so of checks and analysis (and not inconsiderable expense) the doctor told me: I drink too […]
Six Questions about Six Sigma
Question 1: What exactly is a sigma, (let alone six of them)? It is a measure of how good a process is at delivering something that a customer wants. Just because a customer wants it, it doesn’t necessarily mean that the process is capable of delivering it. I might have wanted a son, think of […]
Does the Janitor Own your Processes?
Who owns your processes? It’s a simple question but a complex answer. (Unless, of course, you’re a one-person business where you do everything, in which case I’m fairly sure you are the process owner) In the real world where companies are larger than a single individual – and multinationals can have hundreds of thousands of […]
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