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The “A” Team

4 October, 2014 by James Lawther 5 Comments

Mr T Fool

The escalation What do you do when things get out of hand?  When your staff are bombarded with queries that they can’t handle? There are two lines of thought… Management Model 1: First split your staff into two pools, the experienced people who know what they are doing and the less so (who presumably don’t) […]

Filed Under: Blog, Process Improvement Tagged With: beliefs, call centre, cheap and nasty, escalation, first call resolution, learning, mitigating demand, office productivity

Quantity Versus Quality

29 August, 2014 by James Lawther 5 Comments

Conventional management wisdom: You can have quality or quantity but you can’t have both. Bang ’em out quick Sod the quality, feel the width Cost, quality, speed ~ pick any 2 Even the Romans knew this was the case. It is quality rather than quantity that matters ~ Lucius Annaeus Seneca So if you want […]

Filed Under: Blog, Process Improvement Tagged With: beliefs, cost versus quality

The 5 Sins of Management

26 August, 2014 by James Lawther 2 Comments

Deadly diseases In 1982 W. Edwards Deming wrote about the 5 deadly diseases that inflict most organisations: Lack of constancy of purpose Emphasis on short-term profits Evaluation of performance Mobility of management Running a company on visible figures alone Are we still infected? 30 years on have we found a cure?  Have a look at the slide […]

Filed Under: Blog, Process Improvement Tagged With: data is not information, employee performance measures, key performance indicators, management style, performance management, purpose, SlideShare, W. Edwards Deming

The “Can’t Fail” Way to Success

6 July, 2014 by James Lawther 5 Comments

Broken Promises

Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one.  They told him it would take a working week to get it to him, but then delivered it in 2 days.  Banks are not known for their customer service.  They usually promise little […]

Filed Under: Blog, Process Improvement Tagged With: culture, customer satisfaction, process control, waste

Innovation and Old Fools

18 June, 2014 by James Lawther 6 Comments

GE Board

Story 1. My eldest daughter (11) has just joined Instagram.  She spends her evenings with her nose firmly pressed against the screen of an iPad flicking from one picture to the next. I decided to find out what Instagram is (after all, she is my eldest daughter, a little parental care would be a good thing). […]

Filed Under: Blog, Process Improvement Tagged With: conformity, diversity, innovation, learning

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