Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
The Sure Thing
Pain and despair Imagine you run a servicing centre. You have a staff of 100 who fill in forms to order things for customers. Maybe they process applications Maybe they fill in patient’s details Maybe they capture the details of car repairs You get the gist of it… Lots of people, lots of information and lots of screw […]
Books Won’t Make You Clever
Correlation does not imply causation There is an apocryphal tale about an inner city education department in the American Mid West. In their efforts to increase children’s performance they commissioned an extensive study of the socioeconomic environment their students were raised in, to see what impact it had on a child’s educational prospects. The study delivered […]
Assumptions Kill Creativity
The population of India is well over 1.2 billion people. Second only to China in size. Roughly a quarter of that population can’t read or write. Or, depending on who, how and when you count, there are something like 300 million illiterate people in India. This is a problem that is worth fixing. But how? Teaching 300 million […]
If You Must Write on Your Slides…
Legibility You may have done the most comprehensive piece of analysis known to mankind. You might have discovered the secret to untold wealth, health and happiness. However… All the analysis in the world is worthless if nobody understands it and acts. So it doesn’t matter which font, image, graphic, table or chart you are using in your […]
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