The Problem:How do you make sure that all your agents follow a standard process? A Commonly Held Solution:Map all your processes and hold them in a “repository” where everyone can see them. Some Questions: How do you document everything in the first place? Who should you involve? Where do you draw the line? How do […]
Why did Amazon Create the Kindle?
I have wondered why Amazon push the Kindle, after all they are a book seller, not a technology manufacturer. Then the penny dropped. Amazon want to be “the most consumer centric organisation in the world“. Historically if I wanted a book, I had to go to a book store and order it, and (if it […]
Too Clever by Half
Most lifts have the buttons inside, the ones that tell the lift which floor you want to go to. Yesterday I used a bank of lifts that had the buttons on the outside. You choose your floor before the lift arrives, this gives the computer extra time to figure out the most efficient way to […]
Small Business is Beautiful Business
If you work for your own company the best way to get a pay rise is to keep your customers happy. That is where the money comes from. If you work for somebody else’s (large) company the best way to get a pay rise is to keep your boss happy. That is where the money […]
Service Prioritisation System
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 […]
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