I was late for work. I am always late for work (ask my boss, he will confirm this) One of the guys I work with told me I need to work out why I am late all the time and fix it before I get the sack. He suggested I do some Fish-bone analysis and a […]
How to Estimate, and Why you Really Should Know
Speed will gain you competitive advantage Speed in business is gained by making decisions quickly Decisions are delayed because we need information to inform those decisions So anything that can give us numbers quickly is a source of competitive advantage Being able to do a quick estimate is a very valuable thing So how do […]
A Highly Sexist Observation
The Pareto Principal If you are female and reading this, I have two questions for you: 1. How many pairs of shoes do you own? This isn’t a personal fetish, it will be OK… What is your answer? My wife (who states she doesn’t have as many as most women) lays claim to 17 pairs. […]
Average Handle Time
If you have ever done any operations analysis in a contact centre you will know all about average handle time, the average time it takes your agents to “handle” a customer call. It is a key performance indicator (measure is a shorter way of putting that) designed to instil the fear of god into any […]
Measuring Employee Performance (a Short Cut)
An age old problem Your staff aren’t really working the way you want them to, results are at best average, engagement is low. The age old solution to the age old problem is measures: “give them real measures that mean something to them, it will motivate them to perform better” Will it? What does a […]
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