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Centre of Excellence or Management Folly?

28 July, 2019 by James Lawther Leave a Comment

The centre of excellence How many times have you heard the claim “We are building a centre of excellence”? Or, even more triumphant, “We are a centre of excellence!” It is great management speak. It shows strategic drive and direction. Every thrusting young manager wants a centre of excellence, why wouldn’t they? There are a […]

Filed Under: Blog, Process Improvement Tagged With: cheap and nasty, collaboration, cost saving, human nature, organisation, point optimisation, silo management, systems thinking, targets, world class

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

Do Slogans Work for You?

12 March, 2013 by James Lawther 10 Comments

Retro Slogan

Slogans are big business. You can buy all sorts of motivational and inspirational posters on-line. A quick trawl of the internet will net you: Cute slogans: Important slogans: Retro slogans: Innovative slogans: Slogans on stickers: Even slogans on door mats: You can buy more slogans than you can shake a stick at.  A simple easy […]

Filed Under: Blog, Employee Engagement Tagged With: capability, cheap and nasty, motivation, slogans

Fool’s Gold, How to Save Money

10 December, 2011 by James Lawther 3 Comments

It is easy to save money.  I have seen it done time and time again.  Here is a simple 5 step plan to achieve that very thing: Look at the work you do and split it into all the different tasks Send all of the easy stuff to a low skilled (cheap) outsourced supplier Focus […]

Filed Under: Blog, Process Improvement Tagged With: call centre, cheap and nasty, cost saving, efficiency versus effectiveness, outsourcing, point optimisation, video

Happy in His Work

16 August, 2010 by James Lawther 1 Comment

The San Francisco World Spirits Competition has awarded Chase Vodka the accolade of “Best Vodka in the World” beating 249 other brands. Chase Vodka is made in Hereford by the same man who bought us Tyrrells Crisps, the entrepreneur William Chase.  He claims the key to success is the potatoes.  “If you start cheap, you’re […]

Filed Under: Blog, Employee Engagement Tagged With: cheap and nasty, cost saving, motivation, William Chase

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