The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

Soviet Style Savings

14 March, 2010 by James Lawther Leave a Comment

vladimir kabaidze

We make life complicated We add new products, new services, extra checks and balances.  It is easy to do. Somebody wants it. But we rarely take things away, remove services, cut stock keeping units, rationalise organisation structures.  That is hard to do.  Nobody wants it. Unfortunately all that complexity is, well, complicated; and consequently expensive.  […]

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, complexity, cost saving, error proofing, reinforcing behaviour

Should my Wife Drive?

13 March, 2010 by James Lawther Leave a Comment

If you see a couple driving together in a car then statistically speaking it is twice as likely that the man is driving. Is this safe?  Insurance premiums are cheaper for women; this is because they have less accidents than men.  So the woman should drive. But, men drive further every year than women (60% […]

Filed Under: Blog, Operations Analysis Tagged With: data is not information, risk assessment, statistics, video

Jumping to Conclusions

12 March, 2010 by James Lawther Leave a Comment

Scanner

Today there was a news article about the Student Loans Company.  If you remember there was a scandal last year when they failed to get students their loans before the start of the academic year. The National Audit Office has stated that they believe there is a “substantial” risk of delays again this year. The […]

Filed Under: Blog, Operations Analysis Tagged With: information technology, rework, root cause analysis, stock, tampering, waiting

Crystal Clear Cole

11 March, 2010 by James Lawther Leave a Comment

Cheryl Cole is a master of communication.  She is alleged to have ended her marriage to football player Ashley Cole by text. The text message read “Move out.  It’s over.” I recently found an article about e-mail etiquette. Its top 4 tips were: 1.  Be concise and to the point. 2.  Answer all questions and […]

Filed Under: Blog, Employee Engagement Tagged With: clarity, communication, e-mail, reinforcing behaviour, video

Good Service?

9 March, 2010 by James Lawther 1 Comment

My wife has a new car, a BMW; the ultimate driving machine apparently. She took it in for its first service yesterday.  She was met at the door by a smartly dressed gentleman with a “Good morning Mrs Lawther”, presumably he had a list of registration numbers to look out for.  Unfortunately there was a […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, rework, transportation waste, waiting

  • « Previous Page
  • 1
  • …
  • 149
  • 150
  • 151
  • 152
  • 153
  • …
  • 162
  • Next Page »

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in