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Service Prioritisation System

12 August, 2010 by James Lawther Leave a Comment

I met the Service Director of a large (very!) engineering company.  They sell £5 million plus ticket items and then service them for their customers. He proudly told me about their new customer service prioritisation system. It runs an algorithm that tells him which of his backlog of service requests is most important and they […]

Filed Under: Blog, Process Improvement Tagged With: information technology, poor service, proactive reprioritisation

Conflicting Views on Customer Service

12 August, 2010 by James Lawther Leave a Comment

A recent survey by the HBR suggests that exceeding customer’s expectation (delighting them to coin a phrase) won’t get you more customers.  But not giving them what they want will cause them to walk. Seth Godin on the other hand maintains that: “recovering from failure is such a great opportunity. If you or your organization […]

Filed Under: Blog, Operations Analysis Tagged With: service recovery

Death by PowerPoint

12 August, 2010 by James Lawther Leave a Comment

Death by power point may be a real phenomenon; according to General James N. Mattis of the Marine Core, “PowerPoint makes us stupid“. General H.R. McMaster believes “It’s dangerous because it gives the illusion of understanding and the illusion of control“. How about a return to the typed memo’s of the 1990’s?  They had to […]

Filed Under: Blog, Employee Engagement Tagged With: best practice, communication

Bored?

12 August, 2010 by James Lawther Leave a Comment

Photo by Jose Llamas on Unsplash Are you bored at work?  Try wrecking the place. On the Ordnance Survey for the Isle of Whight, the map maker (Bill) has written his name in the cliffs.  If you are really sad and don’t believe me go to the Get a Map facility on the Ordnance Survey web site and […]

Filed Under: Blog, Employee Engagement Tagged With: motivation

New Here

12 August, 2010 by James Lawther Leave a Comment

New Boy

When somebody new starts working with you, how do they know how to do it right? What is included in their training? Do they have a “buddy”? Are they moved around different jobs? Who says they are competent? Does what you think should happen happen?  How do you know? Image by Ed Yourdon

Filed Under: Blog, Employee Engagement Tagged With: business process management, recruitment, training

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