The RAG status We love RAG statuses, Red, Amber, Green: My project is on track :) We are meeting all our SLA’s :) We have some minor resourcing issues :/ Our cost performance is upper quartile :) We manage our businesses with green happy faces. It gives executives a sense of control. And if performance […]
How to Improve (At Just About Anything)
There are two ways to improve: 1. The classic way: Do – make an improvement Do – change a process Do – implement some training Do – install a system When you have been through the 4 do’s keep right on doing. 2. The recommended way: Plan – develop an idea or innovation, work out how […]
What Gets Measured Gets Done
You show me how I will be measured… … And I will show you how I will behave We all know it’s true. There is scientific evidence to prove it. If you set someone a goal they will try to hit it. It is so effective that measurement and target setting have become the number 1 […]
What is Sample Bias?
There are some jobs you really wouldn’t want… Perhaps the most dangerous in history was to be a crew member of a World War II bomber (I don’t suppose it matters which side). You shouldn’t believe everything you read on the internet, but according to some of the more reliable sources, during World War II: Over […]
A Stitch in Time…
Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
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