The Squawk Point

Organisational Mechanics

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

The Way of the (Process) Ninja

29 May, 2013 by James Lawther 10 Comments

Process Ninja

A terrible headline, I apologise, but now I have your full attention… 1.  Find inner clarity All processes do things, they have a purpose, a raison d’être.  That might be to mend broken arms or to let people know how much tax they owe. But people are rarely clear what that purpose is: Because they […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: business process management, human nature

Is Your Boss Really That Stupid?

25 May, 2013 by James Lawther 12 Comments

weigh scales

For the past 40 years my mother has been on a diet. She has a weekly ritual. Every Thursday morning she gets up, visits the bathroom and then, before she has had her customary cup of tea, she weighs herself. Why does she do this? Because she knows full well that she is at her […]

Filed Under: Blog, Operations Analysis Tagged With: human nature, incentives, measurement, statistics, targets

The Dark Secrets of Benchmarking

20 May, 2013 by Dougie Cameron 8 Comments

the benchmark

This is a guest post Everyone loves a bench-marking exercise, right? It helps you understand your place in the world – where you excel, right? It shows you the gold standard, best practice, the benchmark you aspire to, right? Wrong. Bench-marking is honest and pure, so, what brings me to such a bold outburst?  Well, there are a […]

Filed Under: Blog, Operations Analysis Tagged With: benchmarking, measurement, service differentiation

What Everyone Ought to Know About Numbers

18 May, 2013 by James Lawther 5 Comments

The news is full of numbers; startling headlines containing big scary numbers. Two Billion Dementia Patients Sudden Cardiac Deaths Rise by 10% in Young Americans Police Privatisation: ‘£5 Million Could Be Wasted’ Are those numbers really big?  Politicians love to create a stir and news paper owners pay journalists to shock.  Those big numbers they […]

Filed Under: Blog, Operations Analysis Tagged With: measurement, pareto principle, video

Are You Cruel to Your Children?

15 May, 2013 by James Lawther 6 Comments

I tore into my 10 year-old-daughter yesterday. It wasn’t a half-baked telling off. It was a full on balling out. I was so angry, I must have screamed at her for 10 minutes. The poor little mite was in floods of tears by the time I finished.  She sobbed for half an hour. Why was I […]

Filed Under: Blog, Process Improvement Tagged With: capability, confidence, management style, targets, training, video, W. Edwards Deming

  • « Previous Page
  • 1
  • …
  • 79
  • 80
  • 81
  • 82
  • 83
  • …
  • 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:

  • Fish Bone Diagrams – Helpful or Not?

  • Call Centre Metrics the Zappos Way

  • Should You Punish Mistakes?

  • What is Sample Bias?

Connect

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

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