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Customer Care: How to make your customer feel like a criminal.

31 August, 2010 by James Lawther 3 Comments

I was cycling through deepest Norfolk with my daughter.  It was raining, hard.  My daughter had started bitching.  A tea shop loomed into sight, it was dry and warm and served tea, my prayers had been answered. 25 minutes later, happy and content I went to pay the bill, only to be told that they […]

Filed Under: Blog, Operations Analysis Tagged With: cost of poor quality, cost saving, silo management

Smoking Public Relations

27 August, 2010 by James Lawther Leave a Comment

Toyota have recently been lambasted for faulty floor mats and sticking accelerator pedals, resulting in a multi billion pound recall. Ferrari on the other hand have had ten of their super cars burst into flames and a representative told Just Auto “It is important to differentiate between what is a vehicle fire and outside factors […]

Filed Under: Blog, Operations Analysis Tagged With: accountability, customer focus, public relations, Toyota, video

Hiding in the Numbers

23 August, 2010 by James Lawther Leave a Comment

Does your management information come from databases? Do you employ analysts to “mine” the data? It’s amazing, you can slice and dice the data any which way you like; changing reports on a daily basis, creating pages and pages of beautiful graphs, comment and analysis, showing what a great job you are doing. Or, instead […]

Filed Under: Blog, Operations Analysis Tagged With: accountability, data presentation, fessing up, measurement, video

Help Desk

22 August, 2010 by James Lawther Leave a Comment

Please could somebody tell me how this resolved my issue?  Would my reply make any difference?  Is the help desk setting out to help me, or tidy up its internal targets?     From: Gary ***** Sent: 21 May 2010 09:35 To: James Lawther Subject: Fault Call [Scanned] Hi James We are currently changing our […]

Filed Under: Blog, Operations Analysis Tagged With: poor service, targets

Is £500 a Lot of Money?

13 August, 2010 by James Lawther Leave a Comment

The BBC has reported that the  Department for Communities and Local Government is publishing all spending over £500.  It states that last year the department spent £310k on catering. That sounds like a big number until you look at the graph that is also published. Personally I would be a little more worried about the […]

Filed Under: Blog, Operations Analysis Tagged With: bureaucracy, cost saving, local government, political intervention

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