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Customer Service Surveys, What a Waste of Time

9 September, 2011 by James Lawther 6 Comments

The company I work for runs a management health screening scheme.  Once a year they pay for me to go to see a doctor who looks at me with disdain.  I was screened last week.  After an hour or so of checks and analysis (and not inconsiderable expense) the doctor told me: I drink too […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: clarity, customer surveys, root cause analysis

Does the Janitor Own your Processes?

2 September, 2011 by Gary Comerford 2 Comments

Process Owner

Who owns your processes? It’s a simple question but a complex answer.  (Unless, of course, you’re a one-person business where you do everything, in which case I’m fairly sure you are the process owner) In the real world where companies are larger than a  single individual – and multinationals can have hundreds of thousands of […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: accountability, business process management, process control

How Focused are You?

24 August, 2011 by James Lawther 1 Comment

Customer Focus

If you want to be successful you have to be focused That is a rather trite statement, but think about it for a second.  The world is a big place.  There is somebody out there somewhere who is doing exactly the same things as you are; they have the same gifts as you do.  The […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: best practice, measurement, service improvement

Employee Recognition Awards: Bragging Rights and Bling

20 August, 2011 by James Lawther 4 Comments

Recognise your staff If you read blogs and books about staff engagement, sooner or later they will tell you that: The most motivational thing you can do for your employees is thank them Money isn’t a motivator Recognition should be timely Recognition should be targeted All good advice but boring. How about adding: Recognition should […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: Asda, bling, Domino's Pizza, employee recognition, McDonald's, motivation, reinforcing behaviour

The You Tube MBA, Free and On-line

13 August, 2011 by James Lawther 3 Comments

Is there anything useful on You Tube? Anything that will challenge your outlook?  Anything that will give you a different perspective on business?  Maybe, though you do have to look hard, and keep well away from “promoted videos”, they will suck up your time and spit it out. Here is what I found, in descending […]

Filed Under: Blog, Employee Engagement, Tools & Techniques Tagged With: learning, training, video

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